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:08/01/2025

  Type:Billing 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.

  Requested my checking account be closed via email and phone, they will not close it because they say the account is in the negative, thats the conversation I got today from the *** 8/1/25. I informed the *** i sent 2 emails requesting my account be closed before the maintenance fees set in, they never responded, now this account is in the negative do to them and their maintenance fees, I let them know to close it before then, when I seen the email about charging a 9.97 maintenance fee. I had 1 deposit coming to this account. So I stopped it after I seen their new terms and conditions. They kept my account open even after requesting it closed,and that is what put my account in the negative. Their fees. I want the fees dismissed and my account closed.

  

  Business Response

  Date: 08/04/2025

  Upon receipt of the complaint, we reviewed the account and confirmed that an account closure request was received on July 23, 2025. Due to an agents error the savings account was closed yet the checking account was left open. We have adjusted the account to show a $0 balance and closed out the account. We apologize for the inconvenience this caused. Should ******* ***** require any additional information we can be contacted at **************.
  

  Customer Answer

  Date: 08/04/2025

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

• Initial Complaint

  Date:07/22/2025

  Type:Product 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.

  On Monday, July 21, 2025, I received an unsolicited Card.com Premium Debit Card ending in 6762 for an account ending in 0895 that I did not open. The card was issued by **** provider ********, NA. I attempted to contact Card.com to resolve the issue but was unsuccessful.

  

  Business Response

  Date: 07/24/2025

  On July 14, 2025, we received a request to open the Account.  We verified the ** information that we were provided using a third-party service.  The account was opened with the identification information provided. We received an email from Ms. ******** on July 23, 2025, notifying us that she had not applied for the CARD ************ Account. We permanently closed the Account due to identity theft. There have been no deposits or card transactions in the Account. Should Ms. ******** require any additional information she can contact us at **************.

  Customer Answer

  Date: 07/24/2025

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

• Initial Complaint

  Date:07/15/2025

  Type:Product 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 sent 6 emails regarding fraudulent transactions on my account, and I have yet to receive a response. I have also attempted to contact them by phone, but I have been unable to speak with a representative due to extended hold times. There have been seven unauthorized transactions, beginning on June 21st, that I did not initiate or authorize, and I have been trying to resolve this issue for nearly a month. While I am aware that they have received my email, as a new card is being issued, I am still unable to obtain assistance with the fraudulent transactions, which are the reason I require a new card.

  

  Business Response

  Date: 07/25/2025

  Ms. ***** filed a dispute claim on July 7, 2025, for transactions totaling $115.10. Provisional credit if eligible was due on July 21, 2025. The claim was denied on July 9, 2025, as no error was found, and a letter was mailed the same day. Upon receipt of the complaint the claim was reviewed, and we stand behind the denial decision. Should Ms. ***** require any additional information she can contact us at **************.
  

• Initial Complaint

  Date:07/14/2025

  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.

  They withhold my funds

  

  Business Response

  Date: 07/25/2025

  Ms. ******* reported unauthorized transactions and was advised that her card would need to be replaced. Verification documentation was required as she had a change in her address. Ms. ******* contacted us on July 17, 2025, to advise that she had received a card for another one of her accounts but was unable to activate the card. Ms. ******* was asked to activate the card via her online account, but she then indicated that she was unable to access her online account and had a new email address. Documentation was received and reviewed, and the email was updated, and a replacement card was processed. We attempted to contact Ms. ******* upon receipt of the complaint but were unable to reach her or leave a message as her mailbox was full. In review of the account activity, we can see that Ms. ******* was able to access her funds with one of her other cards. Should Ms. ******* require any additional information she can contact us at **************.
  

• Initial Complaint

  Date:07/11/2025

  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.

  Card.com premium put a hold on my school money deposits in June. I have sent in verification of my identity multiple times. Everytime I call they hang up or give me the runaround about my account. I have received my debit card in the mail but my account is still on hold. I paid my internet,rent, light bill, and court payment with my account and routing number. They put a hold on my account after I did that and then all my payments were reversed. I am about to be evicted, arrested for non payment of fine and my power is off in this hot weather when there is a heat advisory. My Internet is off and I can't do .y online classes because of this. On top of it they still have not released my money and when I asked them to send it back to the school they didn't the first time. Then I called to see if it had been done and I wasnt. I can't afford to pay the returned payments. I'm just wanting my school money to pay my bills. They keep telling me 24 to 48 hours and it's been almost a month. Help please.

  

  Business Response

  Date: 07/21/2025

  *********** account was suspended on June 23, 2025, deposit verification was required. An email was sent advising of the documentation required. We received and reviewed documentation from June 24, 2025, through July 10, 2025. Mr. ****** account was reinstated on July 10, 2025, an email notification was sent the same day. Mr. ****** was able to access his funds on July 11, 2025. Should Mr. ***** require any additional information he can contact us at **************.
  

• Initial Complaint

  Date:07/07/2025

  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 ordered a Pathward card in June. Was set to be sent on June 11th. They mailed the card and upon not receiving the card due to not having the unit b in address they were to issue me another card. It was not done. Then called last week on 7/2/2025 and they sent another one on 7/3/2025 stating that I would have it expedited to me and would be here today 7/7/2025. Upon checking mail there is no card. I called again this morning and was told that my card has not been sent, that they closed my account and its awaiting review due to transactions on account when card has not been activated. I have bills to pay and my utility bill, insurance payment and payments for my sons school are not illegal. I dont understand why I cannot spend money I legally earned and put in the bank and card.com is illegally holding my money and giving me zero options to obtain such.

  

  Business Response

  Date: 07/21/2025

  An initial card was mailed on June *******. We were notified that an apartment number was missing from the address on June 25, 2025, the address was updated that day. The call was disconnected before another replacement card could be processed.  We received an email requesting a replacement card be expedited, an email response was sent asking the customer to contact us as expedite delivery is not available on an initial card. We spoke to the customer on June 30, 2025, but again we were unable to process a replacement card as that call was also disconnected. We attempted to contact the customer on July 1, 2025, but were unable to reach her. The account was then suspended on July 3, 2025, due to activity on the account prior to card activation. CARD reviewed the activity and reinstated the account on July 7, 2025. We were able to process a replacement card which was activated on July 15, 2025. Should Ms. ******** (*****) require any additional information she can contact us at *************.
  

• Initial Complaint

  Date:06/28/2025

  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.

  *** had an account with ********************** for over four years. It is a very basic debit card service with zero perks, and the service was free other than paying to get a new card with a pretty design on it which was $5 per card. Never ever had I ever been charged any membership fee nor would I e er have paid one. I have many debit cards and all are free to use my money how I see fit. About a week ago from today, I logged into my account and it is impossibly overdrawn by almost $10. Keep in mind, this card does not overdraw the account ever. If you dont have it in there, it cant come out. I look and Ive been charged a monthly membership fee. I have never received notice of any upcoming membership fee, - not in writing or by phone. I would have cancelled my cards immediately if ever someone proposed so steep a membership fee or any membership fee at all. When I contacted them, they sent a fake email titled resend - important info about your card. They never sent me this before debiting my account and yet the debit remains. So they illegally tried to steal $9.95 from me then sent a fake resend of an email never sent to me. I checked online and there are numerous complaints of this happening to other members. They are not worth a $120/year cost. I want them to erase their illegal fee debut and close my account. They can keep the pennies Id had in there when they attempted debiting my account fraudulently for a fee I was never warned of *** agreed to. I have also turned them in to the ****.

  

  Business Response

  Date: 06/30/2025

  A Change in Terms notice was emailed to all customers on May 15, 2025, in relation to there now being a $9.95 Monthly Maintenance Fee. We received an email from the customer and attempted to reach them with no success on June 23, 2025. Upon receipt of the complaint a request was submitted, and the email was sent again on June 24, 2025. We have reversed the $9.95 Monthly Maintenance Fee as a courtesy. Should Cat Work require any additional information we can be reached at **************.
  

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23530994
  
  I am rejecting this response because: youre lying that you alerted me. Ill accept the reversal but lying was your mistake.

  thank you for removing your false debt. Im closing nt my account now

  
  Sincerely,
  
  Cat Work

• Initial Complaint

  Date:06/20/2025

  Type:Product 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.

  My taxes were deposited 05/29/2025. My account was randomly restricted they are refusing to send the money back to the depositor. They are requesting a form that they know the depositor does not supply and will not return money to me or the depositor. Its a very funny practice and no one seems to understand why they are requesting it just to send money back which they are legally obligated to do. I have been trying to reach a manager (not a supervisor) a manager someone who has actually authority. I have not gotten a call and I have requested a manager everyday for weeks now. The complaints speak for themselves selves. It seems like a lot of unethical things are practiced here. I need my money returned to the sender. Any information needed should be requested from them by you. There email is SBTPG-****************************** given this email over the phone as well. It seems like you guys are purposely trying to ignore me and steal the money. I requested this information of the closer in writing as well which I wasnt provided. Its a very immature and unprofessional work practice that me or any other bank can understand.

  

  Business Response

  Date: 06/30/2025

  Mr. ******* account was suspended on May 29, 2025, deposit verification was required. An email was sent advising of the documentation required. We received and reviewed documentation on June 2, 2025,we were unable to verify the documentation received and the account was closed.An email notification was sent; the funds would need to be recalled by the deposit originator. We received a letter on June 6, 2025, but it was insufficient to have the funds recalled. Upon receipt of the complaint, we contacted Mr. ******* and reviewed his account and opted to send the remaining balance to him via check. The check was processed and mailed on June 26, 2025. Should Mr. ******* require any additional information he can contact us at **************.
  

  Customer Answer

  Date: 07/01/2025

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

• Initial Complaint

  Date:06/05/2025

  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.

  Today I received an unsolicited pre-paid debit card. It included a chip, as well as my legal name, and was sent to my home address. I would like to know how this account was created, as well as have it closed.

  

  Business Response

  Date: 06/13/2025

  On May 6, 2025, we received a request to open the Account.  We verified the ** information that we were provided using a third-party service.  The account was opened with the identification information provided. Based on the complaint and positive confirmation that Mr. ******** did not apply for the CARD ************ Account, we have permanently closed the Account due to identity theft. There have been no deposits or card transactions in the Account. We can confirm that CARD does not report to the credit bureau, therefore a credit freeze would not have been detected. Should ************* require any additional information he can contact us at ***************.
  

• Initial Complaint

  Date:06/03/2025

  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 have an account with ********************** premium recently I had 33 unauthorized transactions totaling over $509 from 3 different companies but turns out they are the same it's Binpay after card.com denied all 33 claims in less than **************************************************** order to redispute I had to provide more documentation so I began researching this Binpay to find out what they do and I was led to ******** where there are many advertising online gambling platforms and a large number of them all use Binpay to proccess payments and payouts which is powered by none other than meta itself after a little more digging I found card.com powered by pathward and **** have a partnership as well pathward formerly **** which is the card provider which is the backer of the Binpay platform so armed with this information I refiled my claims again saying this was a conflict of intrest and they should have had nothing to do with the so called investigation regarding my disputes because basically they are one in the same. I was denied a claim number and was told it would be resolved in 3 to 5 business days this was Monday June 2nd today June 3rd I called to confirm and was told my claims were denied already less than ********************************************************************************************************************************* I'm not sure what's happening here but it feels very fraudulent in nature and I don't know where to go with this

  

  Business Response

  Date: 06/12/2025

  Mr. **** filed a dispute claim on May 22, 2025, for transactions totaling $543.47. Provisional credit if eligible was due on June 6, 2025.  The claim was denied on May 26, 2025, no error was found, and a letter was mailed the same day. A rebuttal was received but no new information was provided. Upon receipt of the complaint, we reviewed the claim again and stand behind our denial decision. Should Mr. **** require any additional information he can contact us at *************.
  

  Customer Answer

  Date: 06/12/2025

   I most definitely did send them new information and it was documentation of their partnership with **** who was partnered with the merchants listed on my unauthorized transactions. I found a total of five different alias that all lead back to meta and ******** and pathward formerly known as meta is the backer of card.com i stated this was a direct conflict of interest but even still have them a chance to settle for only half of the total of the unauthorized charges. By law they have to conduct a complete and thourouh investigation which they did not their letter they referred to was full of accusations not facts and no actual documentation was included and the phone numbers listed were not mine and I don't even have a a cash app account which they also referred to and the second time I claimed the transactions I was denied a case number or referral number or anything that said the claim was even reopened and it was denied within the same day they didn't look into these companies at all they threw together a denial letter and based their denial on information that was true like it was me that funded the account which obviously I did other wise there would have been no funds for anyone to steal they need to conduct an investigation to a full extent as they are obligated by law and issue the credits or the settlement for half is still in play when they decide to act like professionals and do their duty to their customers I will accept their apologies but I'm not letting them get away with this 
  Complaint: 23414958
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 06/13/2025

  As stated previously the claim was reviewed upon receipt of the complaint and we stand behind our denial.
  

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23414958
  
  I am rejecting this response because: first and foremost there has been no documentation submitted to me with any evidence supporting their decision to deny my claims they have presented no evidence that I made these transactions nor did they provide a case number for my rebutle and last but not least they did not follow the guidelines stated in regulation E pertaining to my rights when it comes to the bank completing a thorough investigation on each claim which they did not do there was not enough time or was there any documentation showing proof that I made these transactions or eve. Contacted the merchant this was sloppy on their part and and there partnership with **** makes it even sloppier and their decision should be thrown out under the circumstances this being a conflict of interest and card.com protecting their own personal interests and not mine their customer I'm going to file a complaint with the **** first thing Friday morning if some effort is not.made to resolve this fairly 
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 06/23/2025

  As stated previously we stand behind our denial decision and consider this matter closed.
  

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23414958
  
  I am rejecting this response because:
   A fair and thourough investigation was not completed. I myself had to research and find who this merchant was which i did after i had to spend money out of my own pocket to get to the bottom of it they operate under 5 different names that ive found so far all 5 are recieving and sending payments and payouts for online casinos that are advertised on ******** or Meta who is knee deep in this Bin pay along with coin base. My debit card from this checking account actually came back as a metabank owned debit card. This has scam written all over it because im trying to dispute unauthorized transactions from bin pay who is meta they my bank that is also metabank they are the same company now how is it you can investigate unauthoruzed charges that were made thru you it doesnt make sense its like me stealing your money you come to me for help getting it back and im doing the investigation and making the decision on how that turns out if this isnt a conflict of intrest then what is it becauase it certainly isnt normal procedure. So this is my last attempt to give you the chance to return my money and if you dont i will take legal action first thing monday morning im going to skip the **** and go straight to an attorney because this is the craziest thing ive ever seen you are the ***** the judge and the jury id thats not a scandle then i dont know what is you have until monday mornig to refund my money in full please.
  Sincerely,
  
  ****** ****