Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Dash Solutions regarding over $35 in unauthorized inactivity fees deducted from my prepaid card balance. I was never provided with my access code, which made it impossible to use or manage the card. I spent months attempting to resolve this over the phone, often waiting for hours with no ********** a result of being denied access to my own funds, I incurred multiple inactivity fees. Dash Solutions has offered to reinstate two fees but refuses to refund the full $50. If they are capable of reinstating two fees, there is no reason they cannot refund the entire amount. I believe the access code was intentionally hidden or at least never properly disclosed, preventing me from using the funds I am entitled to.I am a resident of **********, and as such, I am entitled to protections under both federal and state law:California Civil Code 1788 (********* Fair Debt Collection Practices Act) prohibits unfair or deceptive practices in connection with debt collection and access to funds.California Business and Professions Code ***** et seq. prohibits unlawful, unfair, or fraudulent business acts or practices.California Civil Code ****** governs gift and prepaid card disclosures and restricts certain fees. While inactivity fees may be allowed in some cases, clear and conspicuous disclosure is requiredsomething that did not occur here.Given that I was never able to access my funds due to the companys failure to provide necessary account information, I believe Dash Solutions has violated these protections. I am requesting a full refund of the full $50 in fees and reserve the right to escalate this matter to state regulators or legal counsel if not resolved promptly.

  Business Response

  Date: 07/29/2025

  Thank you for contacting Dash Solutions. Please know that your complaint is important to us and it is our intention to fully resolve your complaint.  

  The access code is given to you by the Corporate Sponsor of the prepaid card, not Dash Solutions, as we are the Program Manager for the card. Dash Solutions is not in the practice of preventing a cardholder from accessing their funds. As stated in the Cardholder Agreement that you received with the card, an Inactivity Fee will be assessed after a certain number of days of no transactions.  

  Upon receiving your first communication on 7/19/25, we investigated this issue and, as a courtesy to you, we reversed all Inactivity Fees that were assessed to the card, therefore, your complaint has been fully resolved.  

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received this card as part of my participation in a study. When I attempted to withdraw money from an ATM, the transaction failed, but I was still charged $0.50 plus an additional $0.50 for a balance inquiry I never requested. I simply tried to withdraw cash.On a previous occasion, I was charged $2.95 for a cash withdrawal, which I accepted, but the repeated fees with no explanation are concerning. Every time I call customer service, I'm told that no one has the authority to reverse charges. Representatives fill out forms and promise a follow-up, but Ive never heard back.This experience has been extremely frustrating. It feels like the company engages in shady practices by applying questionable fees, likely hoping customers wont notice or complain. Ive never had such a negative experience with any other prepaid card.I think that Attorney General should look into investigating **************

  Business Response

  Date: 06/20/2025

  We are in receipt of your BBB complaint. Dash Solutions is the program manager of your prepaid card issued by Pathward, N.A. Please know that your complaint is important to us and it is our hope that we can fully resolve your concerns. 

  In the complaint you stated that you were assessed a fee for an ATM Balance Inquiry Fee you did not request and also that an ATM withdrawal fee of $2.95 was assessed. Additionally, you state that you have not received responses from our **************** department. 

  The Cardholder Agreement that was received with your card clearly states all fees associated with the prepaid card. Fees are only assessed when applicable and cardholders are not charged for fees that are not applicable. Our **************** department has responded to all your communications, even contacting you via telephone upon your request. Reversal of fees is not authorized for fees that are applicable to completed transactions.

  Thank you. 

   

• Initial Complaint

  Date:06/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Formal complaint against Dash Solutions regarding their unauthorized decline of transactions on my prepaid debit card. This card was issued to me under the **** EV rebate program, and as per the program guidelines, it is intended for use with specific MCC 7523 (Parking) and MCC 5552 (Electric Vehicle Charging Stations).On multiple occasions, I have attempted to use my card for legitimate parking expenses falling under MCC 7523. Despite these transactions being within the authorized ****, Dash Solutions has repeatedly declined them without my consent or a valid explanation. This action is preventing me from accessing and utilizing the funds that rightfully belong to me and are designated for these specific purposes.I have made numerous attempts to contact Dash Solutions to resolve this issue. I have called and sent text messages, specifically trying to reach their Customer ********************** Director, ****** ********. I have made over 50 attempts to resolve this issue by phone with Dash Solutions card member services since December 2024, regarding these declined transactions. Unfortunately, all my efforts have been met with silence; my calls and texts are being ignored. This lack of response and refusal to address the problem is unacceptable and further exacerbates the frustration caused by their service.Dash Solutions' actions are a direct violation of their responsibility to provide the services associated with this prepaid card program. Their unauthorized transaction declines and complete disregard for customer communication are causing significant inconvenience and preventing me from utilizing the benefits of the **** EV rebate.Please cease all unauthorized declines of transactions for MCC 7523 and MCC 5552.Ensure that my card functions correctly for all authorized transactions.Provide a clear explanation for the past declines.Improve their customer service and communication, particularly by addressing my attempts to contact them.

  Business Response

  Date: 06/20/2025

  We are in receipt of your BBB complaint. Dash Solutions is the program manager for your prepaid card. Please know that your complaint is important to us and it is our hope we can fully resolve your concerns. 

  The instances of your prepaid card being denied for acceptable MCC transactions is due to either an issue with the merchant or the network not recognizing the transaction correctly, or an incorrect CVV code being entered on the transaction. There have also been occurrences of the prepaid card being used in different locations within one day which triggered a fraud alert and multiple attempts using the card at unapproved merchants, both of which will cause the transaction to be denied.

  Dash Solutions does not control which transactions are approved or denied on the prepaid card. 

  Thank you.

   

   

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23440838
  
  I am rejecting this response because:
  

  I have been working closely with ****** ******** who was able to get my transaction authorized for ONE single transaction, then she stopped responding to me and no one at Dash Solutions has helped me at all.

  There are NO issues with the merchant, the network, or an incorrect CVV code. All the information including the billing address, cvv, and name are correct. I am telling you that I am authorizing all transactions. Dash Solutions is lying and defrauding me and I will go to small claims court if needed.

  Immediately unlock my card and lift all fraud restrictions.

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

  Customer Answer

  Date: 06/24/2025

  I reject this response

• Initial Complaint

  Date:06/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was provided with a **** Prepaid Card that was compromised and further wiped of all balance without my knowledge.

  Business Response

  Date: 06/03/2025

  We have received your BBB complaint. Dash Solutions is the program manager for your prepaid card. Please know your complaint is important to us and we hope to fully resolve your concerns. 

  We would need additional information from you in order to address your concerns related to the prepaid card issued to you. Please contact our *************************** at ************** so that we can assist you in gathering information and resolving this issue. 

  Thank you. 

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a card that wont let me get my money out card is worthless I tried to resolve over line and was locked out of account please i want my money around 150. dollars plus or minus

  Business Response

  Date: 06/03/2025

  We are in receipt of your BBB complaint. Dash Solutions is the program manager for your prepaid card. Please know that your complaint is important to us and it is our hope we can fully resolve your concerns. 

  Your prepaid card, which was activated on 3.19.25 and also used to make purchases in April and May, does allow cash withdrawals with ATM access. As stated in the Cardholder Agreement that was received with your card, 

  "You will receive a Personalized Identification Number ("PIN") when you activate your card by calling the number or going to the website indicated on the Card You should not write or keep your PIN with the Card.  Never share your PIN with anyone and do not enter your PIN into any terminal that appears to be modified or suspicious." The PIN code is required for cash withdrawals at an ATM terminal. 

  Should you have additional questions or concerns, please feel free to contact us at **************. Thank you. 

• Initial Complaint

  Date:05/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a prepaid **** card for participating in a research study through ******** Clinical Research. The original card had an expiration date of November 2022. I used this card on a regular basis, with no lapse in activity, until I tried to use the card in December 2022 when the transaction failed (as the card had expired). I contacted customer service on several occasions between December 2022 and April 2025, In May 2025, I finally received a replacement card; however the balance had been reduced by over $150.00. I am requesting a refund of the inactivity fees that are still outstanding, currently $148.50. The company charged inactivity fees for ************************************************************ for over 2 years.

  Business Response

  Date: 05/30/2025

  We are in receipt of your BBB complaint. Dash Solutions (Dash) is the program manager of your prepaid card issued by Pathward, N.A. Pathward. Please know that your complaint is important to us, and it is our hope that we can fully resolve your concerns.   
  
  In the complaint, you indicate that upon the expiration of the prepaid card, you did not receive a replacement card and continued to be charged a monthly Inactivity Fee.  
  
  The Cardholder Agreement that was received with your card states as follows:  
  Please note that your Card has a Valid Thru date on the front of the Card. You may not use the Card after the Valid Thru date on the front of your Card. However, even if the Valid Thru date has passed, the available funds on your Card do not expire. 
  
  Although the expiration date of your card was November 30, 2022, between December 1, 2022, and April 1, 2025, there were no attempts to contact **************** to request a replacement card until April 2, 2025. At that time, it was determined that your street address had not been entered into your card account when you activated the card in January 2021. Following the required procedures of our consumer identity theft guidelines, your address was updated on April 4, 2025 and a replacement card was mailed to you. As a courtesy, we also reversed two of the inactivity fees that were incurred. 
  
  The funds on the prepaid card do not expire. However, any applicable fee may be assessed to those funds. Specifically, per the terms of the Cardholder Agreement:  
  
  You agreed to be bound by the Agreement when you accepted your Prepaid Card.  
  You may cancel your prepaid card by contacting customer service and requesting a check. 
  Your card is limited in features until it is registered/personalized with your personal information (including a U.S. address). 
  
  It is our practice to act in the best interest of our cardholders, and we regret any inconvenience you may have experienced. Should you have additional questions or concerns, please feel free to contact us at **************. 
  

• Initial Complaint

  Date:02/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given a Dash debit card after I participated in a medical study in early 2024 for ******. Initially my card got denied at several places. At this time I spoke to ********************* and they offered that they sent me the wrong card. One week later I received a new card with expiration date in 2026. I then used it for a few small charges and then a charge for ****** on June 11, 2024. This was the last charge made by me. I called on January 31 to get the balance. I was expecting approximately ******. When I was told 2.00, I asked for the transaction history as I do not get paper statements. I was given a long list of charges. Five were made for the exact same amount of ***** but to different merchants. There were others as well. It seemed obviously fraudulent. I was sent a form to fill out via email. On February 3. I had to call back to get phone numbers of merchants, as again, no paper statements and it was required I contact them first before sending the claim form. I got the same recording from EVERY ONE with no answer. When I called to ask Dash what I should do, I was told that my case was declined on January 31. I spoke to a very rude supervisor that also told me that it was denied. Something is extremely shady with this company. After reading the long list of other complaints against this company, I see Im not the only person this has happened to, by far! I feel that I deserve an explanation of how my claim could possibly be determined on the same day I spoke to customer service BEFORE I even had the opportunity to fill out the extensive claim form. The customer service representative as well as the supervisor said they couldnt tell me why it was denied and to wait for a letter.

  Business Response

  Date: 02/18/2025

  Thank you for reaching out to Dash Solutions. It was determined, based on our internal investigation, that the transactions in question were valid because neither a balance inquiry nor a cancellation request was received during the time period of the allegedly fraudulent transactions. Per the terms of the cardholder agreement which were received with your card, unauthorized transactions are required to be reported within 60 days. Additionally, your card account history is available to you at anytime via the website and app associated with your card. A letter from our dispute department was sent to you on January 31, 2025 at the address on your account. 

• Initial Complaint

  Date:12/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Was Issued A Dash Card For My Payroll As Of December 19th And Today The 20th I Cannot Access My Funds. No Answers As To Why. My Payroll Check Is Not Accessible.

  Business Response

  Date: 12/31/2024

  We apologize for the inconvenience this has caused you. It is normal procedure, when a prepaid card is registered, for cardholder information to pass through required fraud checks. There could be an occurrence that the card is temporarily unavailable during this process. It appears that you attempted to use the card during this process, which is the reason for the unavailability of the funds.  We did look into this matter and ****************** contacted you on December 23, 2024 to inform you that the card is active and available for immediate use. 

  
  It is our practice to act in the best interest of our cardholders and we regret any inconvenience you may have experienced. Should you have additional questions or concerns, please feel free to contact us at **************.

• Initial Complaint

  Date:12/20/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was issued a Dash Debit Card as a settlement with my insurance company. The card does not work. Nothing can be withdrawn from it. And my bank, ****** cannot open the card. Their phone help takes a half hour to reach anyone and they are unable to fix the problem. They hung up on me the first time as well. My rating is minus one star.

  Business Response

  Date: 12/26/2024

  We apologize for the inconvenience this has caused you. It is normal procedure, when a prepaid card is registered, for cardholder information to pass through required fraud checks. There could be an occurrence that the card is temporarily unavailable during this process. It appears that you attempted to use the card during this process, which is the reason for the unavailability of the funds.  We did look into this matter and ****************** contacted you on December 23, 2024 to inform you that the card is active and available for immediate use. 

  It is our practice to act in the best interest of our cardholders and we regret any inconvenience you may have experienced. Should you have additional questions or concerns, please feel free to contact us at **************. 

• Initial Complaint

  Date:12/16/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received a Dash Card in the mail on 12/13/24. Did not open a Dash card. Called the number on back of the card. Informed the *** for Dash card that the card was fraud and I asked to close. They said they could not close b/c it had a balance on the card. I ***lied I didn't card about the balance and close the card anyway. They refused. I asked that they do not activate the card. They said that the card would lose after 180 days of inactivity. Even after ***orting fraud they refuse to keep the account/card openm

  Business Response

  Date: 12/19/2024

  Hello, 

  
  We apologize for the inconvenience this has caused you. We have reviewed this issue and the digital card was sent to you as an incentive when signing up with the Zelis SmartShopper program. The card is not fraudulent. You may use the funds or call customer service to request a refund. ********************** is only the program manager for this card, it was issued to you as an incentive from Zelis SmartShopper. 

  
  We regret any inconvenience you may have experienced. Should you have additional questions or concerns, please feel free to contact us at **************.  
  

  Thank you, 
  Dash Solutions 

  Customer Answer

  Date: 12/20/2024

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