BBB Accredited Business since

Sunrise Banks

Additional Locations

Phone: (651) 265-5600 Fax: (651) 265-5601 200 University Ave W, Saint Paul, MN 55103 View Additional Email Addresses http://www.sunrisebanks.com



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Description

Sunrise Banks' mission is "To be the most innovative bank empowering the underserved to achieve." The bank seeks to radically change the way urban communities and underserved people thrive by empowering them to achieve their aspirations.  The bank offers commercial lending and leasing, relationship banking, mortgage loans, government loans, small business loans, and national products including payments and an employer small dollar loan program.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Sunrise Banks meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Sunrise Banks include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 37 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

37 complaints closed with BBB in last 3 years | 22 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 3
Delivery Issues 2
Guarantee/Warranty Issues 3
Problems with Product/Service 24
Total Closed Complaints 37

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Sunrise Banks
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: April 23, 2002 Business started: 07/17/1962 in MN Business started locally: 07/17/1962
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Minnesota Secretary of State
180 State Office Bldg, 100 Rev. Dr. Martin Luther King Jr. Blvd., Saint Paul MN 55155
http://www.sos.state.mn.us
Phone Number: (651) 296-2803

Minnesota Department of Commerce
85 7th Pl E Ste 500, Saint Paul MN 55101
http://www.commerce.state.mn.us
Phone Number: (651) 539-1500
general.commerce@state.mn.us

Type of Entity

Corporation

Business Management
David Reiling, CEO Ms. Nichol Beckstrand, President
Contact Information
Principal: David Reiling, CEO
Business Category

Banks Loans Loans - Small Business Real Estate Loans Retirement Planning Service Prepaid Debit/Credit Cards

Alternate Business Names
Franklin National Bank Park Midway Bank Sunrise Community Banks University National Bank
Products & Services

According to the information supplied by the bank, Sunrise Banks serves the inner cities of Minneapolis and St Paul. The bank offers commercial lending and leasing; relationship banking; prepaid cards; government loans; small business loans.


Additional Locations

  • 1351 Arcade St

    Saint Paul, MN 55106

  • 200 University Ave W

    Saint Paul, MN 55103 (651) 265-5600

  • 2100 Blaisdell Ave

    Minneapolis, MN 55404

  • 2171 University Ave W

    Saint Paul, MN 55114

  • 2265 Como Ave Lbby

    Saint Paul, MN 55108

  • 2300 Como Ave

    Saint Paul, MN 55108

  • 525 Washington Ave N

    Minneapolis, MN 55401

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been using the Prepaid Mango Visa card issued ending in **** by Sunrise Banks. 1. There was an unrecognized transaction that takes 503 dollars out of my checkings account associated with the prepaid card on July 7, 2016. Detail: Jul-07-2016 2491 Unload Card - PRX UNB Op Act N Checks Visa (new york, NY) $503.00 2. There was money missing from my savings account as well. The beginning balance of July, 2016 does not match the ending balance of June, 2016. Statement of June: Summary Beginning Balance $5,024.05 Reloads $48.90 Withdrawals ($48.90) Ending Balance $5,024.05 Transaction History Date Transaction Description Amount Balance Jun-30-2016 Interest Paid - 5.99% (Annual Percentage Yield Earned) $24.05 $5,024.05 Jun-30-2016 Transfer To Card ($24.85) Jun-20-2016 Interest Paid - 6.0% (Annual Percentage Yield Earned) $24.85 Jun-08-2016 Transfer To Card ($24.05) $5,000.00 Statement of July: Summary Beginning Balance $4,521.05 Reloads $7.81 Withdrawals ($0.00) Ending Balance $4,528.86 Transaction History Date Transaction Description Amount Balance Jul-31-2016 Interest Paid - 2.01% (Annual Percentage Yield Earned) $7.81 $4,528.86 I have called them on both issues in July and August. But they kept letting me wait 24-72 hours for a call back which I have never received.

Desired Settlement: They robbed more than 1000 dollars from me. I want the money back.

Business Response:

 

 

 

Consumer Response:  I am rejecting this response because:

The reply did not reflect the truth. The webpage shows Your account has been blocked as I tried logging into my account today. I attach the screneshot.


Business Response: Please call us at our customer service line ###-###-#### (Available 24Hours/Day, 7 Days/Week) we will be more then happy to help you log onto your account.

7/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been using the Prepaid Mango Visa card issued by Sunrise Banks for over a year now. For the second time in 6 months I went to make a withdrawal at an ATM and the money wasn't dispensed from the machine yet was debited from my account. I use this card for my direct deposit weekly and I've used it for other financial withdrawals to the card account in the past. The first time this occurred was in January of this year they credited the money back to my account shortly thereafter (a few days). I received a letter in the mail saying my dispute was warranted and the credit was permanent a few months later. This time I haven't received any credit after about 3 weeks since notifying them. Also, support told me on 6/23 I'd have an update on 6/24 and when I reached out again on 6/24 via email asking what was going on they said the dispute department would respond. As of today 6/27, still nothing. I've stopped my direct deposit till this gets resolved as it is very concerning this is the second time I didn't receive the withdrawal from the machine yet the card debits the account. It isn't the ATM either, I've used it many times before. There definitely is an issue with the card service from time to time. Whether the transaction gets caught in limbo or the their system is down I have no clue. The ATM simply says the transaction can't be completed please contact the card provider (not word for word but something along those lines) and no money is dispensed yet Mango debits the account. Very frustrating!

Business Response:

July 1st, 2016

 

Dear Mr. ********,

We are sorry for the inconvenience you experienced on our program

On Saturday June 11th at 3:30 PM (EST) you sent an email to our customer support at MangoSupport@praxell.com reporting an ATM error.

On Monday 14th 2016 at 9:03 AM (EST) one of our representatives replied to your email and informed you that your claim was being forwarded to the Disputes Department.

Both, Mango terms and conditions as well as Federal regulations, allow us for an investigation period to determine if an error occurred during a transaction.

On Friday June 24th 2016, a letter was systemically sent in error stating that the dispute had been denied.

As of Friday July 1st 2016, the dispute was resolved in your favor and the card account has been credited for the ATM non dispense in the amount of $285.00, this credit included the original amount along with any fees assessed for the transaction.

Unfortunately, when ATM machines are not properly serviced by the financial institutions or the owners, these can cause problems to the consumer. Our system captures only what is transmitted by the ATM machines our cardholders use.

If you have any additional questions, please feel free to contact us at your earliest convenience, we will be happy to assist you.

 

Mango Support

###-###-#### (Available 24Hours/Day, 7 Days/Week)

6/25/2016 Problems with Product/Service
6/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had 2 debit cards and 2 savings accounts through Mango money Visa issued by Sunrise Banks, I did not received an interest payment for either account on 5/31/16 when I called to inquire why I was told that I was only allowed 1 card and account and that I would have to close the other one. I transferred money out of 1 of the accounts and had them close it, I asked for my interest payment for the month of May for both accounts and the 3 dollar service fee that I was charged for the month of June for account I was forced to close. I was denied the interest for both accounts but was refunded the service fee for both accounts for the month of June. I have been receiving interest payments from Sunrise bank for both accounts since 8/15 and without notice of any kind on 5/31/16 they stopped. The short of this matter is Sunrise bank had 10,000 dollars of my money, without notice to me is denying interest payment for the month of May stating that I had too many accounts.

Desired Settlement: I would like the interest I am owed for both of the accounts at their previous balances for the month of May 2016.

6/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Visa Debit card. There were purchases made on the card that consumed the amount I put on the card. When I tried to make Dispute I ran into a brick wall. i called and called; I was sent to the inner net site to find the form, no form, I recalled, I was asked questions I could not answer and was hung up on, I went to the bank site on the inner net I never found a dispute form to fill out. I got an email address to sent a dispute letter to and tried twice and received notice that it would not go through because the site could not be found.

Desired Settlement: just let me have the money back I put on this card and I will not use or recommend this product again.

Business Response:

Unfortunately with the information given we are unable to locate the Prepaid Card in question.  Can we please get the Program name and the card number along with the person the card is registered to.

 

Thanks,

Consumer Response:

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.

I have faxed them the required information as they requested.

5/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sunrise Banks distributes Walmart Visa Gift cards and the one I purchased in California on 2/15/2016 was stolen or sold to me as "reloaded" but I have called numerous times the 1-888 number noted on the back and on packaging to no avail. When I registered the card, I found out it was depleted of funds however none of the transactions were mine or authorized by me. I have reported my complaint to the store at which I made my purchase, was put on a lengthy hold, and have gotten nowhere as the merchant denies responsibility. A general Visa helpline representative took down my ref #*********-01 and I have left a message for Cheri/Sherry ****** however nothing has been done.

Desired Settlement: I would like a refund for $200 plus the $4.94 activation fee I was charged. This was the amount for which I had purchased the card but Visa/Sunrise Banks failed to deliver me.

Business Response:

Consumer Response: 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.

3/11/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Visa Gift Card from WalMart for $500. I later called to check the balance on the card and noticed there was only a balance of $0.26. I purchased a visa gift card issued from Walmart that was issued by Sunrise bank for $500. I purchased the gift card at 7:32 PM pacific time on 2/20/16 at the ************** Walmart in Oceanside, CA 92054. It was a happy birthday visa gift card in the light blue package. The Activation # **************. Gift Card #*******************. Expiration Date 03/23. 3 digit security code ***. Account # on back of card: **********. I checked the balance on 2/21/16 and noticed that there was only a balance of $0.26.

Desired Settlement: I would like a replacement card or a reimbursement in the amount of $500. I have the packaging, card and receipt.

Business Response: Initial Business Response /* (1000, 5, 2016/02/26) */ February 26, 2016 ELECTRONIC --- NOT MAILED Better Business Bureau ********************** Placentia CA 92870 Re: *********** *****: Complaint Number: ********* Overview of Complaint: According to Mr. *****'s complaint, he purchased a Walmart Visa Gift Card in the amount of $500.00 but has not been able to access the funds. He states that he contacted Walmart's automated system to check the balance of the Card but discovered that the balance was only $0.26. Mr. ***** is requesting a replacement card or reimbursement of $500.00. The results of Green Dot's investigation are as follows: This is the response of Green Dot Corporation to the above referenced complaint, on behalf of Sunrise Banks, N.A. (formerly University National Bank). Sunrise Banks, N.A. is the issuer of the Walmart gift card ("Card") referenced in the complaint. The gift Card is serviced by Green Dot Corporation. According to Mr. *****'s complaint, he purchased a Walmart Visa Gift Card in the amount of $500.00 but has not been able to access the funds. He states that he contacted Walmart's automated system to check the balance of the Card but discovered that the balance was only $0.26. Mr. ***** is requesting a replacement card or reimbursement of $500.00. On December 21, 2016, Mr. ***** contacted Green Dot regarding a pending transaction in the amount of $499.74 on his Walmart Visa Gift Card. Green Dot advised Mr. ***** of the authorization release date should the merchant not post the transaction and informed him of the dispute process should the transaction post to the Card. Please note, a "Walmart" transaction in the amount of $499.74 posted to Mr. *****'s Card later that day; however, Mr. ***** did not contact Green Dot to initiate the dispute process. Following receipt of Mr. *****'s complaint, on February 23, 2016, a supervisor from Green Dot's corporate office provided further review into his concerns. At that time, the supervisor attempted to contact Mr. ***** at the phone number provided in his complaint; however, the supervisor was unable to leave a message. As such, an email was sent to the email address provided in his complaint advising Mr. ***** to contact Green Dot for further assistance regarding his concern. On February 25, 2016, Mr. ***** contacted Green Dot's corporate office regarding his concern. A supervisor filed a dispute claim on Mr. *****'s behalf and provided him with the ten business day timeframe for an update. Mr. ***** will be contacted with a resolution once available. Green Dot sincerely apologizes for the inconvenience Mr. ***** has experienced. Should Mr. ***** have any questions or concerns, he may contact Green Dot directly at (866) ********, ext. ****, Monday through Friday from 5:00am to 6:00pm Pacific Time. Initial Response Summary: (via BBB website) Green Dot apologizes to Mr. ***** for any inconvenience he has experienced.

3/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a gift card and it didn't work. they held the funds and are still holding them! I purchased the gift card 2 weeks ago. I tried to use it and it failed. I called them and they said it would be 10days. at 10 days I called back the representative told me oh that's 10 BUSINESS DAYS. So today is the tenth business day and the day they said it would be unblocked. However it is not and the representative told me it had to be reviewed. so some how I feel like I am a twilight zone episode. everything they say is a lie. they say that the money is there and its mine they just wont release it to me. I don't know what to do. They refuse to react and they WILL NOT TELL THE TRUTH!!

Desired Settlement: I only want my 450 dollars that in over 2 weeks I have not seen or had the opportunity to know if it even exists still.WHY CANT I HAVE MY MONEY BACK?

Business Response: Initial Business Response /* (1000, 5, 2016/02/29) */ With the information given we are unable to locate the correct program that the card was issued. Could you please have the cardholder give more detail on where the card came from or the first 6 digits of the card so we can locate the BIN. Thanks,

2/4/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased gift card at Walmart and item was lost two days after purchase. No way gas been provided by Walmart or Sunrise to report without account #. Have spent time calling Walmart store where the Sunrise Banks Walmart VISA gift card was purchased. Have spent time in store working with customer service. Have spent time online and on the phone attempting to report card lost. There is no option anywhere without the card number. I have my receipt and the receipt shows purchase of gift card and loading of 100.00 to that card. Receipt also shows partial card number. It appears this is done for security reasons. Receipt has all kind of other information that I an sure bank could use to find the account number and cancel and reissue a new card but I am unable to talk to anyone. The information I mention here is the partial account number, a 12 digit reference number, a network I'd number and also an approval code number and activation code.

Desired Settlement: I just want what I paid for. $100.00 gift card.

Business Response: Initial Business Response /* (1000, 5, 2016/02/03) */ February 3, 2016 Via US Postal Mail or Equivalent ************* ****************** Columbus, GA 31904 Re: Case # ******** Sunrise Banks is in receipt of your correspondence facilitated through the Better Business Bureau ("BBB") received by our office on January 27, 2016 and appreciates you taking the time to reach-out with your concerns. Please see the attached response from Green Dot Corporation ("Green Dot") on behalf of Sunrise Banks regarding your complaint related to our prepaid card product offering. Please contact me if you have further questions or concerns. Overview of Complaint: According to Mr. ******'s complaint, he states that he purchased a Walmart Gift Card in the amount of $100.00 but lost the Card two days later. Mr. ****** states that he has been unable to get assistance from the store, online or over the phone. He states that there is no option for assistance by phone without the Card number being entered. Mr. ****** is requesting that Green Dot contact him to obtain the transaction information available on his receipt of purchase. He is requesting that Green Dot provide him with a replacement Card. The results of Green Dot's investigation are as follows: This is the response of Green Dot Corporation to the above referenced complaint, on behalf of Sunrise Banks, N.A. (formerly University National Bank). Sunrise Banks, N.A. is the issuer of the Walmart gift card ("Card") referenced in the complaint. The gift Card is serviced by Green Dot Corporation. According to Mr. ******'s complaint, he states that he purchased a Walmart Gift Card in the amount of $100.00 but lost the Card two days later. Mr. ****** states that he has been unable to get assistance from the store, the website or over the phone. He states that there is no option for assistance by phone without the Card number being entered. Mr. ****** is requesting that Green Dot contact his to obtain the transaction information available on his receipt of purchase. He is requesting that Green Dot provide him with a replacement gift card. Following receipt of Mr. ******'s complaint, on January 27, 2016, a supervisor from Green Dot's corporate office provided further review into his concerns and learned that Mr. ****** did not provide the details of the Card in question. Green Dot used the personal information that Mr. ****** provided in his complaint (name and email address) to locate his information in its database; however, no information or accounts were found. At that time, the supervisor attempted to contact Mr. ****** at the phone number provided in his complaint; however, the supervisor was only able to leave a message. As such, an email was sent to the email address provided in his complaint advising Mr. ****** to contact Green Dot for further assistance regarding her concerns. Later that day, Mr. ****** returned the supervisor's call and confirmed that he would send in a copy of the front and back of his Card and his purchase receipt via email for further review. A supervisor reviewed the submitted documentation and processed a refund to the address listed in his complaint for delivery no later than February 16, 2016. Mr. ****** was notified of this in an email response per his request. Green Dot is sorry for the inconvenience that Mr. ****** has experienced. Should Mr. ****** have any additional questions or concerns, he may contact Green Dot directly at (866)********* ext. **** Monday through Friday from 5:00am to 6:00pm Pacific Time. Initial Response Summary: (via BBB website) Green Dot apologizes to Mr. ****** for any inconvenience he has experienced. Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) We have been able to settle this issue. I thank the parties involved for correcting the issue and I am satisfied with the resolution. The companies should possibly take this opportunity to provide a customer service number that can be contacted in cases such as mine where the interactive phone system is not adequate. Sometimes even in the world of technology we live in it is necessary for a customer and business representative to talk to one another directly.

1/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Credit card is not returning a fee of 40.00. My daughter received a gift card in the amount of 50.00 of which she only used 4.55. She tried to make two purchases on December 29th, 2015 each in the amount of 20.00 for a total of 40.00. The card was denied but the funds were taken out of the card itself. I called customer service on that day and a representative said that it would take 7 regular (not business), days for the funds to be returned to the card. As of today, January 5th, 2016, the funds have not been sent back to the card. I called ************** and spoke to a manager by the name of Rose i.d. number ****, and she could not offer any further information and did not help me at all.

Desired Settlement: I am seeking for the 40.00 dollars fund be returned to the gift card as was stated would happen.

Business Response: Initial Business Response /* (1000, 5, 2016/01/07) */ January 7, 2016 Better Business Bureau Complaint Case: ******** RE: ************** To whom it may concern, On January 5, 2016, Sunrise Banks, N.A. ("Sunrise") received a complaint from ************** with respect to an authorization on her Visa Gift Card. Sunrise issues these cards and their programs are managed by Blackhawk Network, Inc. We apologize for any inconvenience Ms. ********* may have experienced. On December 29, 2015, Ms. *********'s daughter attempted to make an online purchase with her Visa Gift card. The purchase was never completed because the card was not registered; however, an authorization hold was placed on the card in the amount of $40. The cardholder agreement explains this process: If you authorize a transaction and then fail to make a purchase of that item as planned, the approval may result in a hold for that amount of funds for up to ten (10) days. On January 7, 2016, the authorization was removed from the card and the $40 was accessible once again. The customer may use the remaining balance anywhere in the U.S. that Visa Debit is accepted. Accordingly, we consider this matter closed. Please, reach out to us with any further questions. Best Regards,

1/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Duplicate Gift card issued by Walmart. Received a Gift Card Christmas December 2014, **************** (828). Used Card 10/17/2015 at Sears and there was only $1.15 called Walmart Fraud line. They said the card had be used for an online purchase in May 2014, out of Philadelphia. I told him I lived in Asheville, North Carolina. I did not know anyone in Philadelphia. He checked and said Ok I will send you a replacement card of 23.85. Did not received Card. Call back first week of November replacement card was sent out 10/17/2015 and I should have received Nov 30, 2015. They would Canceled that card and send another replacement card, never received one. Called back in December, Same thing will cancel it and send another replacement card, never received it. Call back today 1/5/2015 around 9am spoke with a Rebecca. She said it was never a card issued.She would call me back in an hour, that is how long it would take to check out everything. It is now 3:24 pm I have not heard anything concerning the replacement or is there another issue. I Am putting in this complaint because you are issuer of the Gift card for Walmart. I do not know what Walmart the Gift Card came from. In 2014 For Christmas I was in Chicago, so the gift card had to come from Chicago, Oxnard California or Asheville NC. I am the only person that lives in my house. I did not open the gift card package until 10/17/1015 When I went Sears.

Desired Settlement: $23.85 Replacement Gift card

Business Response: Initial Business Response /* (1000, 5, 2016/01/12) */ January 11, 2015 ELECTRONIC --- NOT MAILED Better Business Bureau of Minnesota and North Dakota Re: ****** ******: Complaint: ********** Overview of Complaint: According to Ms. ******'s complaint, she received a Gift Card in December of 2014 and attempted to use the Card on October 17, 2015 at "Sears"; however, there was only $1.15 left on the Card. Ms. ****** states she contacted the Walmart Fraud Line and was told the Card was used for an online purchase in May of 2015. Ms. ****** stated she did not make said purchase and she was told she would receive a replacement Card of the $23.85. Ms. ****** stated she did not receive said Card and was advised another would be sent. Ms. ****** states she did not receive the additional replacement Card that was sent to her and contacted Walmart again. Ms. ****** states she was informed a replacement Card was never sent and that she would receive a call back within an hour. Ms. ****** states she has not heard from Green Dot regarding her concern. Ms. ****** is requesting a refund of her $23.85. The results of Green Dot's investigation are as follows: This is the response of Green Dot Corporation ("Green Dot") to the above referenced complaint. Green Dot is a Bank Holding Company for Green Dot Bank and provides customer service for certain Green Dot Bank products, including the product referenced in the complaint, which is a reloadable prepaid debit card ("Card") issued by Green Dot Bank. According to Ms. ******'s complaint, she received a Gift Card in December of 2014 and attempted to use the Card on October 17, 2015 at "Sears"; however, there was only $1.15 left on the Card. Ms. ****** states she contacted the Walmart Fraud Line and was told the Card was used for an online purchase in May of 2015. Ms. ****** stated she did not make said purchase and she was told she would receive a replacement Card of the $23.85. Ms. ****** stated she did not receive said Card and was advised another would be sent. Ms. ****** states she did not receive the additional replacement Card that was sent to her and contacted Walmart again. Ms. ****** states she was informed a replacement Card was never sent and that she would receive a call back within an hour. Ms. ****** states she has not heard from Green Dot regarding her concern. Ms. ****** is requesting a refund of her $23.85. On October 17, 2015, Ms. ****** contacted Green Dot regarding her concern. Green Dot informed Ms. ****** that there was a transaction that occurred on the Card in the amount of $23.85 with the merchant "THE WEBSTAURANT STORE". Ms. ****** stated she did not authorize said transaction and as such, a claim was opened on her behalf. Ms. ****** was informed that her Card was reported as compromised and that she should expect to receive her replacement Card within two weeks. On October 27, 2015, Ms. ******'s claim was closed and the claim was granted in her favor. As such, a credit was issued to her Card in the amount of $23.85 and a letter informing Ms. ****** of the outcome was sent. On November 6, 2015 and November 30, 2015, Ms. ****** contacted Green Dot regarding her concern. Ms. ****** stated she did not receive her replacement Card. Green Dot informed Ms. ****** stated that a replacement Card was sent on October 17, 2015; however, Ms. ****** stated that she did not receive it. Green Dot informed her that an additional replacement Card would be issued for her. Green Dot provided Ms. ****** with the two week timeframe for delivery. Upon receipt of Ms. ******'s complaint on January 11, 2016, a supervisor from Green Dot's corporate office reviewed her concern and attempted to contact Ms. ****** at the phone number she provided in her complaint to confirm if she had received her replacement Card; however, the supervisor was only able to leave a message. Please note, the supervisor was able to confirm the credit issued to Ms. ****** was available and as such, the supervisor issued a refund check to the address Ms. ****** provided in her complaint. Ms. ****** should expect to receive her refund check within two weeks. Green Dot sincerely apologizes for the inconvenience Ms. ****** has incurred. Should Ms. ****** have any questions or concerns, she may contact Green Dot directly at (866) ********, ext. ****, Monday through Friday from 5:00am to 6:00pm Pacific Time. Initial Response Summary: (via BBB website) Green Dot apologizes to Ms. ****** for any inconvenience she has experienced. Initial Consumer Rebuttal /* (2000, 7, 2016/01/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response that I will be receiving a check for 23.85 in about 2 weeks. This was the first time anyone from the Green Dot corporation had contacted me on Jan 11, 2016 at 5:48 pm eastern time when a voice message was received. I did return the call within the next hour No previous letter was ever received as stated above. After 2 weeks if I have not received the check. I will reopen the complaint

12/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Walmart Visa Gift Card - Fraud! Customer Service unreachable, nonEnglish Speaking, refuse to connect to Supervisor, and contradict written terms. I attempted twice to use my Visa Gift Card, issued by Sunrise Banks, not expiring until 2022, AT A WALMART, yet was declined twice! Their website shows a balance, but no way to contact a live person. Their phone line offers no live person without reporting a card stolen. Eventually, I reached Anna, who transferred me to the grossly incompetant, non-English speaking Kath who would be far better replaced by a machine. She could not be understood, obviously hasn't read their own policies shown on the gift card package or website, and would not listen, just parroting the same non-sense. She first tried to insist I could only use the remaining funds on my card by buying items under the amount remaining, ignoring the fact that I reminded her the website and paperwork with the card advise it can be used to the fullest and the balance of a transaction paid by another means - AS I TRIED TO DO TWICE unsuccessfully - AT A WALMART no less! (Walmart does not take Walmart Visa Gift cards? They also are unavailable for comment.) Kath then changed to "I needed to register my card to shop on-line", which I repeatedly said I had not done, nor intend to do. I asked more than a dozen times to speak to her supervisor being told repeatedly one of the following excuses "no one else was available",she would "not connect me to her supervisor because she'd already told me what to do", and just repeating verbatim the nonsense about spending less than total on the card or registering the card. I have now wasted nearly 3 hours trying to find one of their employees who's read thei own terms and conditions to no avail.

Desired Settlement: Refund of balance on card since you can't explain why it keeps getting declined by walmart, despite being a Walmart Gift Card!!! Employee training for Kath in how to read a website, and explanation why their are no customer service supervisors for Kath.

Business Response: Initial Business Response /* (1000, 5, 2015/12/14) */ December 11, 2015 ELECTRONIC --- NOT MAILED Better Business Bureau ********************** Placentia CA 92870 Re: **** *****: Complaint Number: ******** Overview of Complaint: According to Mr. *****'s complaint, he attempted to use his Visa Gift Card at Walmart; however, his Card was declined. Mr. ***** stated he contacted customer service but he was unable to resolve the issue. Mr. ***** states that he was dissatisfied with the customer service he received when he contacted Green Dot regarding his concern. He is requesting a refund of his funds. The results of Green Dot's investigation are as follows: This is the response of Green Dot Corporation to the above referenced complaint, on behalf of Sunrise Banks, N.A. (formerly University National Bank). Sunrise Banks, N.A. is the issuer of the Walmart gift card ("Card"), which is serviced by Green Dot Corporation. According to Mr. *****'s complaint, he attempted to use his Visa Gift Card at Walmart; however, his Card was declined. Mr. ***** stated he contacted customer service but he was unable to resolve the issue. Mr. ***** states that he was dissatisfied with the customer service he received when he contacted Green Dot regarding his concern. He is requesting a refund of his funds. Upon receipt of Mr. *****'s complaint, on December 9, 2015, Green Dot reviewed his concern and learned that he did not provide the details of the Card in question. Green Dot used Mr. *****'s personal information that he provided in his complaint (last name and zip code) to locate his information in its database; however, no information was found. At that time, a supervisor from Green Dot's corporate office attempted to contact Mr. ***** at the phone number he provided in his complaint; however, the supervisor was only able to leave a message. The supervisor also contacted Mr. ***** at the email address provided in his complaint requesting he contact our office for further assistance. Later that day, Mr. ***** contacted Green Dot via email stating he contact Green Dot regarding his concern; however, the representative informed him he would receive a callback within 2 business days. On December 10, 2015, a supervisor from Green Dot's corporate office contacted Mr. ***** regarding his concern. At that time, Mr. ***** stated he did not have the Card information in his possession. As such, the supervisor requested that Mr. ***** contact Green Dot's corporate office once he has the Card information available and Mr. ***** agreed. As of the date of this response, Mr. ***** has not contacted Green Dot again regarding this matter. Green Dot apologizes for any inconvenience Mr. ***** has experienced. We request that Mr. ***** contact Green Dot's Corporate Resolution Department at (866) ******** ext. ****, Monday through Friday from 5:00am to 6:00pm Pacific Time so we can provide further assistance with the matter. Initial Response Summary: (via BBB website) Green Dot apologizes for any inconvenience Mr. ***** may have experienced.

11/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My mango money account was closed due to not using Sunrise bank. I was never informed. I have not had access to my money over 45 days Account was closed. Check for $7000 was to be refunded. I have not been able to receive a credit also in a dispute since July

Desired Settlement: I want my refund check along with $307.50 in disputed funds

Business Response: Initial Business Response /* (1000, 5, 2015/11/02) */ Thanks for sending - per the complaint "My mango money account was closed due to not using Sunrise bank" - as sated she is "not using Sunrise Banks" as such this is not a Sunrise Banks' customer/consumer - you need to contact the previous issuing bank - First Bank and Trust / REV Worldwide

10/27/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: My gift card purchased from this company failed to provide available funds to the business I was attempting to purchase from. I purchased a gift card in order to make a purchase online. I paid $45.00 plus $4.95 plus tax for a $45.00 prepaid Visa. I attempted to purchase from ************* online. The order totaled $42.29. I did not get my order confirmation from ************* so I called them. They never received the order. I called the financial institution twice in an effort to locate the money. The financial institution said the order had been processed and was in the hands of the *************. Nobody seems to have any idea where $42.29 went. In addition, the financial institution proceeded to disconnect my call whenever I gave them my information. This is the second time a virtual bank has conveniently "lost" money.

Desired Settlement: $42.29 plus any service fees

Business Response: Initial Business Response /* (1000, 5, 2015/10/05) */ BBB CASE#: ******** In order to facilitate proper handling, research and resolution of the complaint, please provide the card number. Initial Consumer Rebuttal /* (3000, 7, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The card number is **************** I have also attempted to make two purchases of .99 plus any fees through Apple. Those are not listed as posted or pending. Final Business Response /* (4000, 9, 2015/10/16) */ October 16th, 2015 Via US Postal Mail or Equivalent Mr. ************ *************** Durham, NC 27704 Re: Case # ******** Sunrise Banks is in receipt of your correspondence facilitated through the Better Business Bureau ("BBB") received by our office on October 5th, 2015 and appreciates you taking the time to reach-out with your concerns. Please see the attached response from Green Dot Corporation ("Green Dot") on behalf of Sunrise Banks regarding your complaint related to our prepaid card product offering. Please contact me if you have further questions or concerns. Sincerely, Nichol L. **********, CPA, CRCM Holding Company President P: ************ Re: ************: Complaint Number: ******** Overview of Complaint: According to Mr. *****'s complaint, he purchased a gift card in the amount of $45.00 to make a purchase online; however, when he made a purchase with a merchant, he did not received his order confirmation. Mr. ***** states that he contacted the merchant and was advised they did not receive the order, but when he contacted the card provider, they informed him the order had been processed. Mr. ***** is requesting a refund of his funds. The results of Green Dot's investigation are as follows: This is the response of Green Dot Corporation to the above referenced complaint. The gift Card is serviced by Green Dot Corporation. Upon receipt of Mr. *****'s complaint, on October 15, 2015, Green Dot provided additional review of his concern and learned that, despite the information provided, are unable to locate the card account in question. At that time, a supervisor from Green Dot's corporate office attempted to contact Mr. ***** at the phone number he provided in his complaint; however, the supervisor was only able to leave a message. The supervisor also contacted Mr. ***** at the email address provided in his complaint requesting he contact our office for further assistance. Green Dot apologizes for any inconvenience Mr. ***** has experienced. We request that Mr. ***** contact Green Dot's Corporate Resolution Department at (866)********* ext. ****, Monday through Friday from 5:00am to 6:00pm Pacific Time so we can provide further assistance with the matter. Green Dot apologizes for any inconvenience Mr. ***** may have experienced.

10/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Unauthorized card unloads on September 4. CSR won't let me close account and withdraw my money until 45-90 days if I want to file a dispute. I had a mango money mastercard account that was moved over to a visa account. Sunrise Banks recently acquired Mango and the card is issued by Sunrise according to the back of the prepaid card. The visa account has a multitude of problems - inferior site, inferior service, harder to deal with, no freedom to fulfill my needs. I want to close my account as soon as possible. I have called 4 times since September 1st. The first two was absolutely no progress. I called and the CSR said both times that Mango Support will call me in 2-3 days to close my account. Each time, I never received return calls. The third call on the 16th was better as the process actually started. I also mentioned there were some withdrawals on my account 9/4/15 for $10.42. The $10.42 was initially a transfer from Mango MC as interest for the time I had money there. It was to be transferred to Mango MC. I was told it would be followed up. I received no information about the disputed unloads. I called again 9/21 because I saw an unload of $717.04 9/17, but my savings account still had $5000 so I had to make sure the process of closing my account was going through. CSR was absolutely no help. I get the same statements that my account is suspended and in the process of closing - that it will take 4-6 weeks. I also informed him of the $10.42 transactions on September 4. CSR had absolutely no idea what happened, as if I never brought it to Mango's attention before like I did 9/16. CSR wanted me to file a dispute by sending an e-mail with information to some unknown e-mail address that is not Mango Money or Sunrise Banks - chsupport@praxell.com. Further, if I were to file a dispute for the $10.42, I was told I would be unable to close my account and received my funds until the dispute is settled in 45-90 days. Unacceptable for a company to hold ransom money from its customers. The transactions in question: Sep-17-2015 7396 Unload Card - PRX UNB Op Act N Checks Visa (NA, new york, NY) $717.04 $0.00 Sep-04-2015 7396 Unload Card - UNB OPS GoodwillTest-BOA (NA, New York, NY) $10.42 Sep-04-2015 7396 Unload Card - DECLINED - UNB OPS GoodwillTest-BOA (NA, New York, NY) $10.42 Sep-01-2015 7396 Retail Reload - MangoTransition (NA, NY, NY) +$10.42 Sep-01-2015 7396 Deposit To Savings - DECLINED $10.42 Sep-01-2015 7396 Retail Reload - MangoTransition (NA, NY, NY) +$10.42 I'm filing this complaint at Sunrise because they issue the Mango Prepaid Cards, and should also be responsible for this horrible customer experience. I wish I would have closed the account instead of choosing to continue and switch the the Visa card.

Desired Settlement: Refund for the money in my account. $5000 in mango savings $717.04 in the prepaid card $10.42 refund from unauthorized debit.

Business Response: Initial Business Response /* (1000, 5, 2015/09/25) */ September 25th, 2015 Via US Postal Mail or equivalent Mr. ***** ***** *************** Ozone Park, NY 11417 RE: Case# ******** Mr. *****: We are in receipt of your complaint and apologize for the inconvenience(s) you have experienced. Insofar that it pertains to the closure of your accounts - both your Card Account and Savings Account have been closed per your request and checks were issued for each respective account and mailed accordingly to your address information on file. With regards to the disputed transaction in the amount of $10.42, it appears when reviewing your account, the interest being credited to your account was "double posted" and the debit to your account in the afore mentioned amount was simply correcting the double posting consideration. Throughout this process Sunrise Banks has contacted Partner Customer Service Management in an effort to ensure timely resolution of cardholder concerns. Should you have any further questions or concerns, please do not hesitate to contact me. Frank ******** President P: ************

9/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They have had my money for over 2 weeks and will not let me access it.On Aug 31, mango switched over from MasterCard to a visa card. That's all fine and dandy. But here starts the issues. Because I only use the phone app to access my account, I did not receive any notice that I had to order the new card until I got an email on Aug. 25th. So I logged into my account from my tablet and that is where I was then able to order my new visa card. Once I ordered my new card, it stated it would take 7 to 10 business days to arrive and that any direct deposit would be rejected until the new card was activated. I called my payroll department and they told me that once the direct deposit gets refused, they would mail me a check within 3 days. However, my direct deposit was accepted by Mango and since i didn't have the new visa card yet, I had no access to MY MONEY. It is now September 16 and I still do not have the new visa card and I still have no access to MY MONEY. I am so pissed and angry right now. Over the past 3 weeks, calling customer service EVERY DAY, I have been lied to, hung up on, put on hold up to 57 minutes, and I can not even be transferred to a supervisor because they refuse to transfer me. They have escalated numerous issues to an "account specialist" promising me a call back within 48 hours but that never happens. Because I don't have access to MY MONEY, all my bills are late including my rent. I have no food, no gas in my car, my phone will get shut off tomorrow (which the rep was happy to hear cause I will not be able to call customer service anymore) and I am facing over 200 dollars in late fees. My Netflix got shut off, my cable will get turned off on Friday and I got an eviction notice to vacate by the end of this month. I finally told the rep today that I did want want him to say "I'm sorry" again because sorry doesn't get me to work and sorry doesn't pay my bills. This is a very unethical company to deal with. I can not believe that they treat customers so bad. Product_Or_Service: Pre paid visa

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like my late fees reimbursed along with a written apology. In addition, I want the company to acknowledge to all their customers that they do indeed have severe customer service issues and that they will make right on a wrong.

Business Response: Initial Business Response /* (1000, 5, 2015/09/24) */ September 24th, 2015 Via US Postal Mail or equivalent Mr. **** ****** ***************************** Kansas City, KS 66109 RE: Case# ******** Mr. ******: We are in receipt of your complaint and apologize for the inconvenience(s) you have experienced. On 8/27/15 it appears Mr. ****** completed the transition process and a Mango Prepaid Visa Card (the "Card") was mailed to the address on file via USPS; however, it appears on 9/12/15 Mr. ****** contacted support inquiring about non-receipt of the Card and when confirming the shipping address the call center agent identified a discrepancy in the address on file which was corrected during the call and a new Card was ordered at that time. During that time Mr. ****** was presented several options in an attempt to provide relief to his situation while the replacement Card request was being fulfilled. Pursuant to that conversation a prepaid card was sent via overnight express shipping to Mr. ******, at no cost, so he would have a prepaid card to use while he awaited fulfillment of the replacement Card that was being sent to the corrected address. In an effort to ensure customer satisfaction the overnighted card product was also set to "no cost" allowing the recipient to use the card at no cost while he awaited fulfillment of the replacement Card. Throughout this process Sunrise Banks has contacted Partner Customer Service Management in an effort to ensure timely resolution of cardholder concerns. Should you have any further questions or concerns, please do not hesitate to contact me. Frank ******** President P: ************ Initial Consumer Rebuttal /* (2000, 7, 2015/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this response because you should never complain about a bank who is holding your money and regardless of my testimonies and experiences with this company, it will only fall on deaf ears. Rather than taking ownership of the issues and implementing policy change to prevent this from happening to others, Frank has decided it would be best to maintain the status quo; offering poor customer service and ignoring real issues. 1) On Tuesday Aug. 25th at 8:50 am, I received my first notification email from Mango that I had 6 days to change over to the new Visa card. If the card takes 7 - 10 business days to arrive, then getting a notification this late in Aug. is completely unacceptable. That same day I applied for the new Visa. The quick form did not ask for a mailing address and was just relying on the address that customers already had on file. 2) Back in Feb. after losing my card I received a new Mango card to my address on file and I had the correct address (including my apt. number). In addition, my direct deposit form that is on file with Mango also has my correct address on it (including my apt. number). So when the customer service rep and Frank tells me that I did not have the correct address on file with Mango is a complete lie. Needless to say, even if my address lacked an apartment number, mail still gets to me. So the excuse of why I did not get the Visa card due to the lack of an apartment number (the discrepancy Frank speaks of) is just not upholding. 3) These "several options" that I was presented with is yet another mystery. While it is true I was sent a "replacement" card at "no cost" seemed to be the only "several options" I was offered. In all actuality, it really was not an option at all, merely a "this is what I do for you" situation. So interestingly, "several options" is not upholding as well. 4) While I do appreciate having a card at "no cost" I think it would have been more appealing to me if my late fees, poor customer service and a horrible card roll-out were addressed. But they were not. 5) As of today, 9/29/15 I still have not received the new Mango Visa card. I certainly hope that when I do, it will be set to "no cost" as well. I believe I as least deserve this much. Mr. ******, It is your responsibility to ensure that the pre-paid cards Sunrise Banks sponsors are behaving in the customers' best interests. It is my responsibility to notify you when they are not. This is clearly a case of a poor mismanaged company trying to accommodate its customers with the least amount of effort and foresight. Until you take ownership and fix the issues I am afraid you will lose customer loyalty and above all trust. Businesses can only be as productive and engaging as its leaders and when leadership fails, the business fails. I urge you to read the numerous complaints against Mango on Google Play and at various consumer complaint sites. You just may realize that I am not the only person who has been severely offset by Mango. I am glad my "no cost" replacement card arrived when it did. You cannot imagine having to go three weeks without money. Since it is "no cost" I will probably stick with this card and just give up on Mango. Still with Praxell yes but hopefully you can turn around their customer service. Thank you. This case is closed...for now.

9/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Eric was short and rude.He suspended my use of my visa and would not take the suspension off.And did not return my call. I called Eric own 09-10-2015 at approximately 10:00am.I explained my problem and he casually told me that his answer was still no.USPS call me back and explained to me That it was a mistake on the charges and that they would take care of it,so I tried to get back in touch with Eric and he would not return my call.The lady I spoke with own the phone informed me that Eric just stepped away from his desk and would be right back and she would make Sure he called me today before he left today.The problem was is that I gave USPS my visa number to verify who I was. I was applying for a job.USPS is willing to fix the problem as soon as Eric take my Visa off Suspension.I've Never been treated so unprofessional as I was by Eric.I want the Suspension off I'm pretty sure the United States Postal service is not trying to charge my account fraudulent.That's why Eric said it was suspended.

Desired Settlement: I won't those charges reversed by either company but the most important thing is to take the Suspension off.Its for Plasma Donations.I will inform CSL tomorrow.would have already done so but I just let work.

Business Response: Initial Business Response /* (1000, 5, 2015/09/17) */ September 17th, 2015 Via US Postal Mail or equivalent Mr. ******* ********* ************************* Tucson, AZ 85705 RE: Case# ******** Mr. *********: We are in receipt of your complaint and apologize for the inconvenience(s) you have experienced. Insofar that it pertains to your request for your card account to be "unsuspended"; it appears there was an excessive amount authorization attempts on your card account while the card account had a negative balance leading to the suspension of your card. Your card account was placed in suspension to control any additional authorization attempts by the current merchant or any other merchant which would result in a decline. On September 11th, 2015 it appears you contacted customer service and they informed you that once your account was brought current the suspension would be lifted, later that same day the account was brought current and as such the suspension on your account was lifted. Should you have any further questions or concerns, please do not hesitate to contact me. Sincerely, Nichol L. **********, CPA, CRCM Holding Company President and Chief Operating Officer P: ************

9/22/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: This institution took over MANGO PREPAID & has robbed me & my wife of over $1000! Customer Service Outsourced & refuses to transfer you to USA! They call it a "transition". They have flat out failed and robbed us! The stability of our family is in jeopardy now because of their negligence!

Desired Settlement: On September 1st Sunrise Banks took over the Mango Prepaid Cards. They transfer my funds from the MasterCard to their newly issued Visa card. The following day they "unloaded" the card then attempted to unload more money that wasn't available. I called their customer service three days in a row and they refuse to connect me with an American representative and to resolve my issue. They deposited money on my wife's card that she doesn't even have nor has activated?!?! Now we're left holding the bag of: NO RENT MONEY; NO MONEY TO PAY ELECTRIC; NO MORE TO FEED A FAMILY OF FIVE. This is beyond irksome. Because of Sunrises NEGLIGENCE & FAILURES a family could potentially lose their home, electric and starve in the meantime?! This needs to be resolved post-haste! We want our money tomorrow and we no longer want any dealings with this FARCE OF A BANK!

Business Response: Initial Business Response /* (1000, 5, 2015/09/11) */ September 11th, 2015 Via US Postal Mail or equivalent Mr. ************** ******************* Green Bay, WI 54301 RE: BBB Case# ******** Mr. ******: Sunrise Banks is in receipt of your complaint and apologizes for the inconvenience(s) you have experienced. Insofar that it pertains to your access to the funds on your card account it appears PIONEER HOSPITALITY IN MILWAUKEE "Motel 8" on or around Sunday, August 30, 2015 submitted four preauthorizations. Any preauthorization will place a "hold" on your available funds in the amount of the preauthorizations until the merchant sends us the final payment amount of your purchase. Once the final payment amount is received from the merchant, the preauthorization amount on hold will be removed. However, it appears Motel 8 when settling the preauthorized transactions only settled 2 of the 4 while using the wrong transaction codes which, as a result, left a hold in the amounts of the preauthorizations, this hold was subsequently released on Thursday, September 10, 2015. As it pertains to the mentioning of money being "loaded" to a card product not received or activated. If a card is not activated any ACH credit going to a card product will be returned to the originator which would result in the originator needing to resend the ACH credit, or possibly work out a different payment arrangement with the cardholder. During the transition and in an effort to ensure customer satisfaction, ACH credit loads were allowed to card products in transit that have yet to be activated to avoid the circumstance as outlined above as it would result in a delay- the delay being the returned ACH credit resulting in no money being credited to the card account and the need for the originator to either resend the ACH credit or workout a different payment arrangement. Should you have any further questions or concerns, please do not hesitate to contact me. Thank you, Joan ******** Senior Vice President P: ************

9/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Bank has closed my account as well as stopped transactions without my knowledge. The issuer for this credit card has closed my accoumt, reveses transaction and has blocked my access without my knowledge. Several of my creditors have applied late fees and disconnected services.

Desired Settlement: The issuer of this credit card needs to repair my credit with certain creditors due to late and non-payment caused by this accout closing as well as pay for backpayments and late fees that have been assessed to certain accounts due to this account being closed without my knowledge.

Business Response: Initial Business Response /* (1000, 5, 2015/09/09) */ Good Afternoon, Re: ************* We are in receipt of, and have read, the complaint - however, Sunrise Banks N.A. does not, nor have we, issued any credit card products - however, the complainant may have a General Purpose Reloadable Prepaid Card as opposed to a credit card and if that is the case, in order to investigate this further the Card Number needs to be provided.

9/21/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: The card issuer denied a purchase due to "suspicious" activity. There was none. Several calls have been made to release my funds. I attempted to use the card. It was denied. I called the issuer as did the Walmart where I purchased the card. I was told too bad it will be 10 business days until I could have access to my funds. I was then told by Tony ***** that a member of Corporate would contact me within 48 hours. That did not happen. I have called several times since and been placed on hold. One hold lasted 23:10. I then contacted there corporate office and spoke with Britney who again stated you will have to wait 10 days to have access to your funds.

Desired Settlement: This company should not be allowed to use "suspect" business practices. I want my funds released immediately and to be compensated for the $4.94 as well as the hours I have been put on hold.

Business Response: Initial Business Response /* (1000, 7, 2015/09/09) */ September 8th, 2015 Via US Postal Mail or Equivalent Mr. ********** *********** Otego, NY 13825 Re: Case # ******** Sunrise Banks is in receipt of your correspondence facilitated through the Better Business Bureau ("BBB") received by our office on August 31st, 2015 and appreciates you taking the time to reach-out with your concerns. Please see the attached response from Green Dot Corporation ("Green Dot") on behalf of Sunrise Banks regarding your complaint related to our prepaid card product offering. Please contact me if you have further questions or concerns. Sincerely, Nichol L. **********, CPA, CRCM Holding Company President and Chief Operating Officer P: ************ Re: ********** Complaint Number: ******** Overview of Complaint: According to Mr. ******'s complaint, he attempted to make a purchase; however, his Card was declined due to suspicious activity. Mr. ****** stated that he contacted Green Dot multiple times and was informed that he would not have access to his funds for ten business days. He is requesting immediate access to his funds. The results of Green Dot's investigation are as follows: This is the response of Green Dot Corporation ("Green Dot") to the above referenced complaint. Green Dot is a Bank Holding Company for Green Dot Bank and provides customer service for certain Green Dot products, including the product referenced in the complaint. According to Mr. ******'s complaint, he attempted to make a purchase; however, his Card was declined due to suspicious activity. Mr. ****** stated that he contacted Green Dot multiple times and was informed that he would not have access to his funds for ten business days. He is requesting immediate access to his funds. Upon receipt of Mr. ******'s complaint, on September 8, 2014, Green Dot provided additional review of his concern and learned that he did not provide the details of the Card in question. Green Dot attempted to use the personal information that Mr. ****** provided in his complaint (last name and zip code) to locate his information in its database, but no information was found. At that time, a supervisor from Green Dot's corporate office attempted to contact Mr. ****** at the phone number he provided in his complaint; however, the supervisor was only able to leave a message. The supervisor also contacted Mr. ****** at the email address provided in his complaint requesting he contact our office for further assistance. We request that Mr. ****** contact Green Dot's Corporate Resolution Department at (866) ******** ext. ****, Monday through Friday from 5:00 am to 6:00 pm Pacific Time so we can provide further assistance regarding this matter. Green Dot apologizes for any inconvenience Mr. ****** has experienced. Initial Consumer Rebuttal /* (3000, 9, 2015/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) After the card was declined for "suspicious" activity, I went to the Walmart where I purchased the card. The store manager called this company to say he verified that I was the purchaser, had my receipt, drivers license and bank statement showing my purchase. The representative still declined to release the funds due to an investigation. The phone was then given to me to restate what the manager had said. I was stonewalled and told it doesn't matter what you say. You will not get the money for ten business days. Ten business days would be Sept 8th. I don't believe it was coincidence that you responded that day. I spoke with several other representatives after that. Each one said you will not get your money before ten days. The story was so consistent that I am certain this is policy and not a breakdown in communication. You should be ashamed to work for such a dubious business.

9/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sunrise Banks/Mango Money is telling me that I have to wait 4-6 weeks to receive funds from closed account. I contacted Mango Money on 8/21/2015 to close my account and issue me a check for the remaining balance. They told me that they would call me back to proceed with closing the account. Having not heard from them, I called them today (9/1/15) and the representative informed my that it takes 4-6 weeks for them to close the account and for them to issue me a check for the balance of the funds in the account. I have over $5000 in that account that I now have no access to and am at their mercy as to when I receive my money.

Desired Settlement: I would like a check for the remaining balance in my account mailed to the address that Sunrise Banks has on file ASAP.

Business Response: Initial Business Response /* (1000, 5, 2015/09/08) */ September 8th, 2015 Via US Postal Mail or equivalent Mr. ****** ******** ********************* Wentzville, MO 63385 RE: Case# ******** Mr. ********: We are in receipt of your complaint and apologize for the inconvenience(s) you have experienced. Insofar that it pertains to your request for a check to be issued; a check, in the amount of the balance on your account, was mailed to your address on file via US Postal Mail on September 4th, 2015. Your Mango account has been closed accordingly, per your request. Should you have any further questions or concerns, please do not hesitate to contact me. Sincerely, Nichol L. **********, CPA, CRCM Holding Company President and Chief Operating Officer P: ************

9/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have had this account for years then they changed banks to this on, I have an automatic deposit for my pension of $110.00 on the first of every month, I did not get it from this bank, I called boeing credit and yes they sent my money to my account. every time I call they say they will have their people who do the investigation call me with in 24 hrs. I have called 4 times and no one has called me back, they esculate the call they say. they will not give me a number so I can call or they say there is no supervisor I can talk to. All I want is my money, once I get it im going to close my account and go to another bank. They all say I can only take 6 withdrawls from my savings???? who are they to say I can not have my money when I want it.Please investigate this, All I want is my pension money. Thank you***************

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want them to credit my account with my pension $110.00 like they were suppose to. I believe they transposed a number and put it in some one elses account. I want my moneythank you

Business Response: Initial Business Response /* (1000, 5, 2015/09/08) */ September 8th, 2015 Via US Postal Mail or equivalent Ms. ****** ******* ***************** Kansas City, KS 66105 RE: Case# ******** Ms. *******: We are in receipt of your complaint and apologize for the inconvenience(s) you have experienced. Insofar that it pertains to your scheduled automatic deposit in the amount of $110.20; on or around September 2nd of 2015 the afore mentioned amount was credited to your Mango account - on September 3rd of 2015 Customer Service attempted to make contact with you (ultimately leaving you a voicemail message) in an effort to notify you of this deposit being credited to your Mango account and to ensure you had no additional questions. Should you have any further questions or concerns, please do not hesitate to contact me. Sincerely, Nichol L. **********, CPA, CRCM Holding Company President and Chief Operating Officer P: ************

7/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I reported a lost debit card on june 4 2015. It is june 24th still have not received the debit card. I donate plasma to CSL plasma center in dallas texas. I realize on the 4th of june i could not find my card so I called and reported it lost on the 4th. They told me 7 to 10 business days. So I waited on the 11th i had not received it so i called and customer device said that who ever put in that I had lost it never sent it out so they were sending it out. so i waited another week went by again i had not received it so i called on the 17th and the told me it hasn't been 7 to 10 business days. so i gave it another week today is 24 of june i did not receive the card so I called they told me call back tomorrow if I don't get. So I called back to speak with a manager. The guy told he was the card center manger and that he would call CSL plasma and see if they would issue me a card there onsite and that he would call back and let me know. This guy lied never called I go to the plasma center they said they can't issue me a card. I tried to call card services back and they block my number, so basically i just have 235.89 just floating around. This company has very bad service how can you not know if you sent me a card. It don't matter what the location is it don't take no mail from anywhere a month to get to somebody please help me what can i do.

Desired Settlement: I want my money off this card and this company should not be in service especially dealing with peoples money!!!!!!

Business Response: Initial Business Response /* (1000, 5, 2015/07/03) */ we will be providing the following response directly to the consumer. Thanks for reaching out with your concerns. After further researching the matter, it appears on 6/4 you requested a replacement card with an average fulfillment time of 7-10 business days from the date of the request for a replacement card, putting the date of expected receipt of said replacement card on or around 6/15-6/18. It appears you called in on 6/11 stating your card did not arrive and in an effort to ensure customer satisfaction the customer service representative requested an additional replacement card to be sent to the address on file, putting the date of expected receipt for the second replacement card on or around 6/21-6/24. At the time of correspondence we have not received any return mail from the US Postal Service. It appears on 6/25 you acquired a replacement card at the local Plasma Center. We apologize for any unsatisfactory experience you may have had. Initial Consumer Rebuttal /* (2000, 7, 2015/07/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/3/2015 Delivery Issues | Read Complaint Details
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Complaint: In June 2014 I was notified that my unused Zagat Dining Card will no longer be accept and the company will be issuing refunds. On July 8, 2014 I emailed the company with my address and refund amount. I never received my refund check and every time I emailed they would say sorry maybe in the next batch of checks. Finally when I still have yet to receive my refund check on November 3, 2014 I asked for an exact date I could expect my check, no one ever responded to that email or the 10 more I sent since then. There is no contact number to call and I have sent emails to every department I could on zagat's website to try and receive my refund. But since not one of them has responded and it is now Feb 10, 2015 I had to take manners to BBB to try and resolve this issue as timely as possible. Zagat Dining Card has stolen from me and refuse to answer any emails, I can not believe that they are even a well established company with such horrible customer service. Product_Or_Service: Zagat Dining Card Order_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like my refund check sent to me as soon as possible since I have been waiting since July for it!

Business Response: Initial Business Response /* (1000, 5, 2015/02/19) */ We will be providing the following response directly to the consumer "Thanks for reaching out with your concerns. After further researching the matter, we found that we mailed a check via US Postal Mail in the amount of $100.00 to the attention of***************** on 7/24/2014. This was sent to the following address: ************************ Miami Beach, FL 33139 The US Postal Service returned the correspondence to us on or around 8/1/2014 stating "Attempted - Not Known", "Unable to Forward". Since we have confirmed the address with you, we have mailed a check for $100 on 2/13/2015."

1/20/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Refused to cash a check addressed to me from their own bank. I was sent a check for the remaining balance from a debit card which was a prepaid card for CardEx. Since the card program was ended, all the remaing balance from the card was returned to the prepaid card owners. The bank that issued the card was Sunrise Banks. The amount of the check was the amount that was left over from an original amount of $25 card. The check was sent to me from Sunrise Banks in the amount of $0.59. I proceeded to deposit this check with the knowledge that the check would be cashed. After depositing the check, my bank returned the check to me and stated that the check could not be cashed and the reason was "Refer to Maker." Because of this I had to pay not only the cost of this check but an additional fee. The total amount of fees paid to cash this check was $22.59. So this amount was taken out of my account for a check that is less than $1. This bank sent me a bad check with no intention of cashing this check. No reason was given from Sunrise Banks for not cashing the check. Cashing this check has cost me close to $25. This has caused undo hardship because I don't have extra money to pay to cash a check. Why was this check not cashed by Sunrise Banks? Sunrise Banks has broken the law by issuing check that it had no intention to cash.

Desired Settlement: I am seeking the amount of the check plus fees for trying to deposit this check into my account. Also seeking an additional settlement for Sunrise Banks for not giving a reason to cash a check under $1. As far as the settlement, I do not want any more checks from them. Sunrise banks can not be trusted to cash their checks. A prepaid card (without any fees) is requested.

Business Response: Initial Business Response /* (1000, 10, 2015/01/15) */ The issue was the result of an encoding error from Chase Bank. We can provide documentation demonstrating this upon request. Based on our email correspondence with the consumer, it appears she is satisfied with our response, and there is no further action Sunrise Banks can take at this time. We sent the consumer an email on January 13, 2015 stating the following: "I received your BBB complaint today. Would you have a telephone number I could reach you at? We have researched this some and it appears that when you made the deposit with your bank- that bank improperly processed it as a check for $10.59 as opposed to the original check amount of $.59. So when the check arrived to us, it appeared that your bank was attempting to collect $10.59; therefore, it was returned because it did not match the amount of the actual check. Your bank should be able to see this error and then reimburse you the fees you have been assessed. Your bank can resubmit the check with the correct amount and there should be no further issues with us processing this for you. I am more than happy to speak with you further regarding this, or speak with someone at your bank to further clarify this item. Please let me know how you would like to proceed." Ms. ***** replied with the following on 1/15/15: "Thank You for contacting me. I did contact Chase Bank and the fees charged were reversed, but they still withdrew the amount $10.59 for the $0.59 check and will not credit my account. The response from them is that it was the fault Sunrise Bank, clearly someone at the bank didn't read the amount and tried to process it for a greater amount. Chase will not accept responsibility and therefore are $10.59 richer thanks to their mistake. Well at least the fees were reversed. I'm not going to resubmit the check because I can't afford any more deductions from my account. I just wanted to thank you for your quick response to this matter and I appreciate you taking time out to address my issue."

12/17/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: A hold was put on my account in the amount of 50.00 on Nov 17, as of today they are still holding the money. They don't want to release it unti Dec 1. A hold was put on my account for 50.00, Delta spoke to a representative from the bank and faxed a document letting them know the it was ok to release the money, fax number, XXXXXXXXXX. They claim they never got the fax, I was on a three way call when it was faxed to them. They want to hold the money until December 1st. The person that called me to address the issue called me a liar and proceeded to hang up.

Desired Settlement: I need my money back. It is the holidays and I live on a fixed income.

Business Response: Initial Business Response /* (1000, 8, 2014/12/05) */ **** See Attached *** Initial Consumer Rebuttal /* (3000, 10, 2014/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response was not true. Delta, myself and two of their representatives were on a three way call on two different occasions while the fax was being sent. At the end of the call the Sunrise representative stated that it would take up to 30 days for the hold to be released een with the faxes from Delta Airlines. Final Business Response /* (4000, 12, 2014/12/16) */ We are mailing a letter to the customer today that states the following: We apologize that you received unsatisfactory customer service. It is unclear what Sunrise Banks can do at this time to resolve your complaint since the hold on the funds was released on 12/01/2014. We are more than happy to answer your questions, and we encourage you to contact **** ******, the Senior Vice President of our Prepaid Division, if you wish to further discuss this matter. Her direct number is XXX-XXX-XXXX.

12/12/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I bought a VISA gift card to use on line and it wont let me use it! On 11/29/14 I bought a visa gift card. The activation fee was the 5.96 I am asking for that back. This card was purchased to purchase something on line and it would not let me use it. I called customer service and they could start a refund of my money but COULD NOT GUARANTEE ME that I would recieve my FULL load amount back of $100. And also that it would take almost a month to process! SO I then tried to go and buy a different card with it and it wouldnt let me do that either!. Now I am stuck with a gift card to purchase gas or something with. If I wanted to purchase gas with it I wouldve used the CASH I paid for the card and saved the $5.96 activation fee for something else! What a TOTAL rip off!

Desired Settlement: I'm wanting my $5.96 ativation fee back due to I cannot use the card for "On Line" use like it clearly stated I could on the packaging.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ The following response will be sent to the customer today. Mr. *****, We have worked with our third party vendor, *********, who manages the card program associated with the card you wrote about. It appears the decline you reference in your complaint was due to a recurring/installment restriction, not because it was an on-line transaction. The transaction you attempted required the card to be capable of making regular payments. However, per the cardholder terms and conditions, you may not make preauthorized regular payments from your Card Account. Therefore, the transaction was declined. As a courtesy, we have enclosed a $10 gift card to reimburse you for the activation fee. We apologize for any inconvenience this caused you. Please contact us or ********* at ************ if you have further questions.

9/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Fees deducted from gift credit card after non-use of one year. Thank you for contacting Visa. We value your business and regret that we cannot directly help you with this situation. Visa does not set up, service, or have access to cardholder or merchant accounts. This is done through our client financial institutions (the banks). Each financial institution has its own criteria for issuing Visa cards. Please contact the financial institution that issued your Visa product using the address or telephone number on your card. The phone number may also appear in the original documents which accompanied the card. The financial institution can directly address your inquiry. You can find more information on our website: **************************************************************** We hope this information proves helpful and thank you for writing. Visa Webmaster Electronic Privacy Notice. This e-mail, and any attachments, contains information that is, or may be, covered by electronic communications privacy laws, and is also confidential and proprietary in nature. If you are not the intended recipient, please be advised that you are legally prohibited from retaining, using, copying, distributing, or otherwise disclosing this information in any manner. Instead, please reply to the sender that you have received this communication in error, and then immediately delete it. Please do not include sensitive personal data in any response to this e-mail. Thank you in advance for your cooperation. Experience the easier way to pay online. Learn more at visacheckout.com Original Message From: ************@yahoo.com mailto:************@yahoo.com To:"**********@visa.com" Subject:Gift card I have been a Visa customer for over 30 years and this is the first time I have been disappointed in your service. On numerous occasions I turned down Citibanks offer to change to a Mastercard because I liked your service very much. Disappointing Situation: I received a $50 Visa gift card from my Level 1 non-English speaking students. I did not need anything at the time so I put it away. I went to use it this week. The salesperson opened the package and ran the card. It showed a balance of $15.00! I called and was told that a $2.50 fee was being charged monthly. I reread the FINE PRINT and there it was. I have been given many other gift cards and was never charged this fee. This fee by the way is not connected to any activity on the card so what possible service fee could justify it eludes my mind. There was also no notification that the charge would begin to be in effect. There were no monthly statements showing this "discretionary" deduction. What kind of respectable business practice is this? In essence you have stolen $35.00 from people who have recently arrived in the US and wanted to thank their teacher for helping them learn English. And, you have stolen from an underpaid part-time teacher. I would like to know where to send the card so you won't have to make anymore monthly deductions - you can have the card. You can have the money if it is going to make such an incredible change your balance sheet. Otherwise you might consider refunding the $35.00 to the card. Please either email me the address to send the card or the refund as soon as possible. I hope you restore my faith in VISA. My closing remarks to a company I was always proud to be associated with: SHAME ON YOU! SHAME ON YOU! SHAME ON YOU. ******** ******* Gift card # X X X X X X X X X X X X X X X X

Desired Settlement: $35.00 deducted in non-use fees at a rate of $2.50. This information was in practically illegible fine print and there was no notification that they were in effect going to be deducted at the end of a year and no notification that they were being deducted monthly.

Business Response: Initial Business Response /* (1000, 5, 2014/09/05) */ A letter with the following information was sent to the consumer on 9/5/14. We have worked with our third party vendor, IDT, who managed the gift card program associated with the gift card you were given. Your gift card has a $2.50 monthly fee that begins after one year of non-use. This fee is disclosed on the card packaging and the terms and conditions that accompany the card. This fee is also permitted under Regulation E (the Electronic Funds Transfer Act) and is a common fee charged among various gift card providers. We apologize for your frustration regarding the fee. IDT's records show that the remaining $15 on the card was spent 9/2/2014. Please contact us or IDT at X-XXX-XXX-XXXX if you have further questions. Initial Consumer Rebuttal /* (3000, 7, 2014/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The clerk in the store ran the card which she and I both believed had $50.00. It showed $15.00. I told her to cancel the purchase; which she did. I then paid for the items with my private credit card. So the claim that the $15 was used is FALSE. Also the charging of the monthly fee for no services rendered is a BAD BUSINESS PRACTICE that should be discontinued immediately. I no longer wish to communicate with this disreputable bank.

7/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I am unable to obtain a refund for Walmart Visa Gift Card I purchased ($500).A n unauthorized person registered and used card w/in 4 hours of purchase A theft occurred on or after my wife (*****) and I purchased a new debit card at Store# **** in Huntsville Alabama on 05/14/2013 at 19:23:56 hours and loaded with $500.00 in cash. I was told that this was verified by the store security manager upon review of the security tape. On 5/15/2013 she called to register the card and was informed that the card had already been used and that only $2.50 remained. She was informed that the card had charges of $497.50 on 05/14/2013 at 23:56 hours. As directed during her attempt to register the card, she reported the card as compromised by calling the number **************. As directed by Green Dot she promptly initiated a dispute on 5/20/2013 and faxed the required dispute letter. She called to follow up on 8/23/2013 and advised Green Dot that we did not receive the dispute resolution letter they claimed they sent. We learned that it (the resolution letter) and the refund check for $2.50 was not sent to our address (************************, Huntsville, AL 35810) and that they could not provide her with the investigation documents. She could no longer deal with the stress and aggravation of dealing with Green Dot. On 4/8/2014 I returned to the store (# ****). The assistant manager insisted that a police report was required to resolve this issue. I directly called the police and initiated a report. I brought the report to the store on 4/23/2014 and another assistant manager told me she was aware of the situation but I needed to come back and talk to Mr. ******. I called and spoke to the store manager, *************, on 4/24/2014. He refused to assist me in this matter stating that once I left the store with the card it was my problem to deal with not his. Also, he told me that he was not the manager when the transaction took place. He informed me that ***** the security manager remembers reviewing the video tape when we initially reported the theft. He informed me that my only recourse is to call the number **************. The ************** number and the dispute resolution department number ************** are of no help. Beginning on 4/24/2014, I have spoken to supervisors: **************** badge ****; ******* badge number ****; **** badge number ****; ***** badge number *****; ***** badge *****; and *** number *****. I have tried Walmart Money Card Email Support only to be told someone will call and no one called. On 5/13/2014 I was called and hung up on after being placed on hold. On 5/14/2014, Supervisor *****, badge **** had me hold for the District Supervisor. Green Dot District Supervisor ****, badge ***** promised me a corporate call back and initiated a new dispute (FP-*******). Shortly thereafter District Supervisor ***** said that the new dispute would not be granted because WALMART.COM verified the cardholder (the thief) authorized the charges. The FootPrints for this case was mailed to me by Walmart Gift Card on 04/28/2014. These FootPrints clearly show that someone named **************; email: *************@yahoo.com; *******************, Huntsville, AL 35810 (1 mile from store) made the fraudulent charges (2 gift cards and a 7 inch tablet) at WALMART.COM. Green Dot has resolved my dispute "not granted" bc they say WALMART.COM verified the charges. On 5/14/2014 I emailed a letter to Green Dot via transactiondispute@greendot.com and cc'd it to the BBB. The BBB initiated a complaint against Green Dot Corporation on 05/14/2014 assigned case number of ********. On 5/27/2014 ************* *******@dayton.bbb.org wrote: those complaints are handled by the St. Paul MN BBB and forwarded it. The Green Dot Corporate Resolutions Department called me on 5/16/2014 (according to an email they sent...I never got a call!) and provided me reference number CE#******. I called back and on 5/23/2014 and spoke to ****. He refused to assist and was extremely rude.

Desired Settlement: Please find someone Sunrise Bank Corporation that can resolve this without directing me to one of the following entities (they have all proven to be either incapable or unwilling to resolve this issue): 1. The Green Dot Corporation - Refused to help. 2. Walmart Store # **** - Refused to help. 3. WALMART.COM - Refused to help. 4. Walmart Customer Care - Refused to help. 5. Walmart Customer Service - Refused to help. This has been going on for 13 months and each one of the 5 entities listed above just direct me to one of the other 4 entities. I will continue this quest until I am returned the full $500. I have numerous other documents and information related to this case that I can forward if requested or required.

Business Response: Initial Business Response /* (1000, 5, 2014/06/27) */ Greendot will be providing the customer with a $500 refund. Greendot spoke with the cusotmer on 6/26/14 to confirm the address of where to mail the check. Sunrise Banks spoke with hte customer as well as sending a confirmation letter to the cusotmer.

6/17/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: My income tax refund is stuck in Greendot Bank and I have been having issues getting Sunrise to send over the correct RO-6 form. I ********* ******** along with my fiance Alanna R. Harris is filing a complaint against the Sunrise Bank on the behalf of my 2013 Income Tax Refund for the amount of $5,378.05. My 2013 tax refund was prepared by Vanetia Johnson ID number PXXXXXXXX at R&J tax services located at 1400 South 2nd Street in Monroe, La. XXXXX. Ms. Johnson submitted my tax return on 02/04/2014,and my return was suppose to be deposit into my fiance account on 02/12/2014, after it was not we discovered she had entered the wrong account number. I immediately started calling Sunrise Bank, they told me that the ACH would be kicked out due to my name, ********* ******** being on the check, and Alanna Harris name being the account holder because the names had to match in order for the transaction to be approved. The system did not kick my refund out and for the past 4 1/2 months we have been between Greendot and Sunrise Bank trying to get this issue resolved. Alanna Harris has been in direct contact with Cortez Morris ID number XXXXX from the Greendot Coperate Office, and I spoke with two people from the Sunrise Bank which were, ***** ID number XXXXX, and *** ID number XXXXX. RO-6 forms were sent back and forth between the two banks five or six times, and still no results. The IRS gave me a trace number which lead me back to Greendot, so if Greendot could send my refund back to Sunrise Bank it would be great. I now hold an account of my own with the Walmart Moneycard I would just like for this issue to be resolved so I can receive my $5,378.05. Thank You, ********* J. ******** ****** ** ******

Desired Settlement: I just want to receive my $5,378.05. It can be mailed to address or direct deposit to my Wal-Mart card.

Business Response: Initial Business Response /* (1000, 5, 2014/05/27) */ We have sent a letter to the customer from our partner Santa Barbara Tax Products Group. I will be attaching a copy of the letter for the BBB's records. Initial Consumer Rebuttal /* (3000, 7, 2014/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to know if Santa Barbara Tax Products group sent over another Ro-6 to Greendot. When I tried to give Santa Barbara the correct fax number they just kept cutting me off by repeating, "we already sent it twice, we're not going to send it again. " The correct fax number to Greendot is XXX-XXX-XXXX I don't mean to be a bother I just need my money. Final Business Response /* (4000, 9, 2014/06/04) */ Sunrise Banks received the following email from the consumer - Hello I would like to thank you for all your help, someone contacted me directly from greendot 5/30/2014 and she informed me that they found my money. I appreciate all of your help in resolving this issue. I will contact BBB and let them know this issue has been resolved and the amazing help that you were to me. Thank You, ********* ********

5/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Ordered a gift card, hold was placed on my account. received email to call customer service to finish order. phone number was promotional spam. Purchased $200 gift card online (no sales rep) for my mother on 05/06/2014. A hold for 205.95 was placed on my visa debit card. That same day, an email from this company arrived: Subject: Awards2Go (Additional Information) Order#: ******* Thank you for purchasing our Awards2Go product, we appreciate the opportunity to serve you, to complete the order we need additional information, please call into our Customer Service to provide this information, our Customer Service can be contacted at **************. We apologize for any inconvenience this may cause. sent by **************@idt.net (IDT Payment Services Inc. and IDT Financial Services LLC are Independent Sales Organizations of Sunrise Banks, N.A., *********************, St. Paul, MN 55103) That number is a promotional line where an automated voice asks questions and tries to get you to speak with these other companies. At the very end of the message, another number is provided if you refrained from pressing any buttons. That number is ************ I believe that was a directory services number. I would have needed to know the right company name and then perhaps I would be able to find the right number. Went back to their site and found contact information which eventually led me to their customer service (the first number I called on their site hung up on me after I pressed a button to indicate I was not a corporate client). I don't know why they sent that email, or why they should be able to redirect me to a promotional site they make money off of. Either that employee is redirecting some traffic, or there is some loophole allowing them to jerk people around. Not sure, but I spent almost an hour tracking down someone. I cancelled the transaction after all that mess (or at least requested, we'll have to see if that happens).

Desired Settlement: I don't think there is anything to settle (unless I don't see that money back in my account in the next day or two). I think it is a repulsive business practice that should not be allowed to continue. I did speak with a supervisor after cancelling my order and he (didn't catch his name) first claimed it must have been a mistake and then feigned ignorance of the process. I had a few unkind words for him.

Business Response: Initial Business Response /* (1000, 5, 2014/05/16) */ wE have sent a letter to the consumer indicating the following: We have worked with our third party vendor, IDT, who manages the card program associated with the gift card you purchased. While we were not able to replicate the promotional offers you indicated occurred when dialing **************, we did find as you stated there was no way for a customer to actually speak with a representative without a card number. We are committed to working with our partner to implement a strategy that will provide for better customer service and allow customers to escalate out of the queue even without having their account information available for the call. We apologize for the inconvenience you experienced. Please contact us if you have further questions.

5/21/2014 Delivery Issues | Read Complaint Details
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Complaint: I am a female owned small business that is trying to pay off an SBA loan. Sunrise has put my business in a position to no longer make SBA payments. In the spring of 2009 I received a seven year SBA loan from Sunrise Bank. At that time I had signed a five year lease for my commercial space. The bank requested that I have a two year extension to the current lease so that the lease and loan would both be on seven year terms. This was needed to fulfill SBA requirements. We did this and submitted this to the bank. In December of 2012 I became aware that Sunrise Bank was taking ownership of the building I was leasing. I was told by the bank that the building did NOT go into foreclosure and that my lease was in place. At that time I offered to buy the building but the bank did not accept. I payed the bank approximately $80,000 over the next 18 months continuing to hold true to my terms of the lease. In the spring of 2013 potential buyers were entering my space unaccompanied by the realtor and unannounced. They asked me many questions about my space, lease etc. It was becoming clear to me that they were interested in using my studio within the building. I went to the bank again for clarification on my lease and extension to my lease. I was again assured that both were in place and would have to be honored by any new buyer. In July of 2013 the building was sold to a competing business. The new owner was not interested in keeping me as a tenant. I was told that I would not receive my deposit of $3700 back and that I would not have the option of using my two year extension. The new owner stated that he never received my deposit from the bank and that he was never shown or made aware of my two year extension.

Desired Settlement: I would like some assistance from the bank in figuring out how I can make payments for building improvements when I don't even have access to the space. I have tried to negotiate with the new owner unsuccessfully. I have tried to get assistance from the bank. The response I received was that it was my responsibility to enforce the lease upon the new landlord. I can not afford to do this and continue to run my business. I have reached out to the SBA department and was told that they can not regulate the bank. The SBA department was disappointed to hear of the bank's actions and suggested I look to BBB or FDIC for assistance. The SBA department did want to be made aware of any violations that the bank may be found guilty of as that would result in different coverage of my loan. I am desperate. Please help.

Business Response: Initial Business Response /* (1000, 5, 2014/05/09) */ We write in response to Consumer Complaint #******** by Ms. **** *******. In direct response to the "Consumer's Original Complaint" section, the Bank generally denies the allegations put forth by Ms. *******. In direct response to the "Consumer's Desired Resolution" section, Ms. ******* has requested assistance from the Bank to try and find a solution to this matter. The Bank is in active negotiations with Ms. ******* and the landlord in an attempt to find a resolution which is acceptable to all parties.

5/20/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I had one of my clients tax refunds deposited onto a Diamond Plus card sponsored by Sun Trust bank. Since then they have put a hold on her money. They have not released my clients money and when she calls up the diamond plus side they say sun trust bank has to resolve and vice versa. In the meantime they are holding onto money that does not belong to them.

Desired Settlement: My client needs access to her money asap.

Business Response: Initial Business Response /* (1000, 5, 2014/05/09) */ Sunrise Banks mailed a letter to the customer on 5/9/2014. The complaint related to a service offered through ******************************** (TPG). TPG is further investigating this matter with the parties involved. The taxpayer will be able to pick up a check for the balance of the funds at the tax preparer's office. The taxpayer agreed this was a satisfactory resolution.

5/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I activated a Wal-Mart visa gift card my son received as a gift. I was forced to answer personal questions to activate and received a debit card I activated my son's Wal-Mart gift card a couple months ago. It is a $100 Walmart Visa Gift Card. When I called to activate the card, it asked very personal questions including my social security #, address, phone number along with answering several questions that most fit my personal information including previous addresses I have lived at, to the color of my Jetta. The questions were very concerning to me as 'how do they know I have a Jetta on this automated system'. A couple weeks later, I received a prepaid Visa Debit card (acct ***** 0873). I called the number on the back of the card(877) ******** yesterday to find out why I received this card and did not receive very clear reasons for it. When I explained the circumstances to the customer rep, she snickered and kept agreeing that this is common when activating the gift card but not forthcoming as to why this process transpired. When I activated the debit card a couple months ago, I hung up the first time I was activating it due to thinking that I had pressed the wrong number in the account activation process, but I was prompted to answer all the same questions the second time with the computer generated voice prompter to continue providing the mandatory information so that the gift card could be activated. I was told by the customer rep yesterday that I could finish spending the money on the gift card and then go online to www.walmartmoneycard.com to cancel it. We spent the remaining money today and I attempted to cancel online and was unable due to not having a way to cancel the card online. I called back the 877-******** number today and asked customer rep to cancel card. They asked why I wanted to cancel and attempted to convince me to keep it. After refusing and asking to cancel the card, the customer rep stated it was canceled. I asked for confirmation #/email/letter and the cust rep stated that wasn't possible. Only verbal confirmation provided and she also stated that this doesn't affect my credit. This is VERY concerning as this does not seem like a legal process at all. This was purchased for my 12 year old son to use for buying his own gifts, not for the purpose of being forced to purchase a debit card upon activating the gift card.

Desired Settlement: I am asking that this practice be stopped immediately. I was not provided the option to activate the gift card. I was only provided the option to answer 15 minutes worth of very personal information so that I could activate the gift card.....which ultimately turned into a prepaid debit card and a huge hassle to close the account....which I can not receive confirmation of per this customer rep. This is completely unacceptable access to my personal information and I want to ensure that my personal information was not shared, reported to other agencies including my credit report. I can be contacted at my email address listed. Thank you very much for looking into this situation and for providing any feedback in regards to any findings. **************

Business Response: Initial Business Response /* (1000, 16, 2014/05/01) */ We contacted Green Dot who is the program manager for the Walmart Gift Card issued by Sunrise Banks. Green Dot indicated that in this case the customer did not purchase a gift card they purchased a Walmart Money Card issued by GE Bank. This complaint will need to be routed to GE Bank for resolution. Please let us know if we can be of any further assistance. Thank you.

2/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Privacy Opt-out not provided In partnership with Turbo-Tax offering tax refund services, Sunrise Banks privacy policy agreement states "to opt out of disclosures to nonaffiliated third parties you may call the following number toll free:*************." This number, and two others I was referred to did not provide an option to opt out. Two operators also did not allow me to opt out. I filed a support case with Turbo Tax support directly but they were unsure whether my request to opt out would be honored by Sunrise Banks.

Desired Settlement: I wish "to opt out of disclosures to nonaffiliated third parties" as promised in my agreement with Sunrise Banks.

Business Response: Initial Business Response /* (1000, 5, 2014/02/19) */ ******************************* (*****) is a third party processor for Sunrise Banks, N.A. You recently purchased a Refund Transfer payment service from the Bank offered through an online tax preparation service and processed by *****. In accordance with the privacy agreement attached to your Refund Transfer application, you requested to opt out of any sharing of your personal information by the Bank or *****. In accordance with your request, we have deleted your personal information from the corresponding databases. We and the Bank respect your privacy and take your privacy very seriously. Your information will not be shared with anyone going forward.

2/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Walmart is selling Visa Gift card, charging $4.95 a piece, and the cards cannot be used. I have purchased a $50 Visa card for my daughter, and my mother in law purchased a $50 Visa gift card for me. Neither card could be used, even after activation on the internet. Walmart charged $4.95 for these cards that cannot be used for any purpose, in any store, or online. My husband has two other cards that my MIL spent $4.95 a piece on. This is a scam.

Desired Settlement: We have four cards totally $250, that cost almost $40, just to purchase. I want a refund of $290

Business Response: Initial Business Response /* (1000, 13, 2014/01/22) */ January 20, 2014 Re: ************ Complaint Number: ******** Overview of Complaint: Ms. *****'s concern is regarding several Walmart Visa Gift Cards that she purchased/received which cannot be used. The results of Green Dot's investigation are as follows: Ms. *****'s concern is regarding several Walmart Visa Gift Cards that she purchased/received which cannot be used. Ms. ***** did not provide the details of the Cards in her complaint. Green Dot attempted to contact Ms. ***** at the phone number provided in her complaint to obtain the information necessary to research her concerns, but the representative was only able to leave a message. Green Dot requests that Ms. ***** contact our Corporate Resolutions Department at (866) ******** Monday thru Friday between the hours of 6:00am to 6:00pm Pacific Standard Time so that we may further address her concerns. Green Dot apologizes to Ms. ***** for any inconvenience she may have experienced.

2/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was given two Walmart Visa cards for Christmas. Each one has the correct balance and have more than enough to cover the purchases I tried to make. However, each purchase attempt was declined even though the merchant was not trying to authorize more than was on the card. I followed the instructions on the card to call customer service. It is an automated line that simply repeats the FAQs that are available online. There is a claim that "all calls handled by a specialist will be monitored for quality purposes." This can't possibly be true because there ARE NO specialists. This is EXTREMELY poor customer service. Additionally, there is no way to email them to receive customer service and no partnership number to call (ie Visa). Basically, the people who gave me the cards are out $50 and I am out my gift. Product_Or_Service: Visa Gift Card

Desired Settlement: Refund I would like the $50 returned to me. I would also like this complaint made known to all who might purchase Walmart Visa cards. They simply don't work and you can't get ANY support for them.

Business Response: Initial Business Response /* (1000, 13, 2014/01/22) */ January 20, 2014 Re:*************** Complaint Number: ******** Overview of Complaint: Ms. *****' concern is regarding two Walmart Visa Gift Cards that she received and is unable to use. The results of Green Dot's investigation are as follows: Ms. *****' concern is regarding two Walmart Visa Gift Cards that she received and is unable to use. Ms. ***** did not provide the details of the Cards in her complaint. Green Dot attempted to contact Ms. ***** at the phone number provided in her complaint to obtain the information necessary to research her concerns, but the representative was only able to leave a message. Green Dot requests that Ms. ***** contact our Corporate Resolutions Department at (866) ******** Monday thru Friday between the hours of 6:00am to 6:00pm Pacific Standard Time so that we may further address her concerns. Green Dot apologizes to Ms. ***** for any inconvenience she may have experienced.


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