ComplaintsforAkimbo Card

Prepaid Credit Cards

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Complaint Details

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Initial Complaint
03/06/2024
Complaint Type:
Customer Service Issues
Status:
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.
I have been having issues redeeming my virtual card from akimbo. Each rep showed no interest or concern about the issue I was having. I expressed two days straight that the online website does not work. I also expressed that I do not have a cellphone, but that I have a landline phone. I expressed to them that I have used multiple devices as well as multiple internet sources, and the website does not work. Thanks in advance Akimbo for helping me with nothing. Also P.S. Is it custom for your representatives to hang up on customers once the calls are screened? I called from a second number and you guys picked up right away???? Sound like you guys are not trained on professionalism. Please refrain from responding to this complaint unless your team i.e. the IT department has fixed the issue.
Business response
03/11/2024
March 11, 2024
***********************
Re: BBB Complaint #********

To Whom It May ********************* ***, thank you for taking the time to leave us a review. We apologize for the inconvenience you have faced in your attempts to collect your Akimbo Mastercard.
We do want to address the issues you have encountered in contacting our customer service team; however, we were unable to locate records of your calls with the phone number provided. Upon receiving your complaint on 03/06/2024 we did make 3 separate attempts at 3:00 PM CT to contact you at the daytime phone number provided. Unfortunately, we received an error advising the phone number provided cannot be connected and the call could not be placed. On 03/07/2024 at 4:00 PM CT we attempted once again to contact you via phone at the number provided but still received the same error that the call could not be connected.
Please contact our customer service team so we may assist you in redeeming and collecting your virtual card to resolve this issue. Our customer service team can be reached at ************** from 7:00 AM CT to 7:00 PM ** Monday through Friday.
Please contact us if you have any further requests or with any other questions you may have, we are happy to assist you.
Regards,
Usio, ****
Initial Complaint
12/18/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Akimbo Debit Card:***************************** Account number: **************** On **/**/** I was trying to withdraw $300 out the *** machine but no money dispense out so I tried again to withdraw another $300 out still no money came out. On 05/23/23 I noticed on my account that I was still yet charged for both $300 *** transactions. There was no receipt only some words popped open on the atm screen that I didn't care to read at that time being. I contact the company and was promised a full refund and yet I still haven't gotten it here it is 7 months later 12/17/23 still no refund Dispute Transactions:05/13/23- $303.00 05/13/23- $303.00
Business response
02/12/2024
February 9, 2024
*****************************
Re: BBB Complaint # ********[CH1]

To Whom It May ***************** *******,
We apologize for the inconvenience you have faced with your Fancards Mastercard.
Our records indicate:
On 5/17/23 there were two ATM transactions completed on your account in the amount of $303.00, each withdrawal incurred a fee of $2.50.
On 5/23/2023 at 07:35 AM CST a customer service representative assisted you via phone and took steps to initiate a dispute claim on these two authorized ATM transactions on your card account, your claim was that the funds did not dispense successfully. *As these charges were authorized by yourself, a new card was not reissued.
On 6/20/2023 the Usio dispute team reached a final decision on your dispute claim and notified you of the denial of your dispute claim via the official dispute process.

The investigation into your dispute claim was completed using all available network information and information we received from you. The evidence supports that the disputed transactions were successfully completed, and funds dispensed accordingly.
Currently, our dispute team has closed the dispute investigation in accordance with Regulation E and has communicated through the official dispute process of their decision. This dispute claim is now considered closed.Usio used all available network information which indicates that disputed ATM activity was successful. You may refer to the cardholder agreement for further information.
Please contact us if you have any further requests or with any other questions you may have, we are happy to assist you.
Regards,
Usio, Inc.
Initial Complaint
12/12/2023
Complaint Type:
Customer Service Issues
Status:
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.
SCAM ALERT. On December 11, 2023 I received via **** an UNSOLICITED pre-paid debit card from a company claiming to be Akimbo. Looked up their "customer service" telephone number *************). **************** agents barely spoke English & refused to provide the information I requested which was the name of their parent bank, name of their CEO & **** mailing address. I wanted to file a written, formal complaint regarding their business practice of sending out UNSOLICITED cards. Agents put me on lengthy holds, transferred me around & in the end, refused to provide me with the information I wanted. Instead they provided me with an email address that did not work. They did, however, want all kinds of personally identifying information from me which I did not give. I believe this company is in the business of identity theft. I intend to file a complaint with the *** as well as the *************************************
Business response
12/29/2023
December 29, 2023

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

Re: BBB Complaint #********

To Whom It May **************** Hello *****, thank you for taking time to leave us a review. We apologize for the inconvenience you have faced with your Akimbo Prepaid Mastercard.

On Dec 12, 2023, at 10:02 AM CST you reached out to customer service regarding the card received. However, we were unable to locate an account associated with your name with the information that was provided. When we are informed about unsolicited cards the account in question would immediately be placed into a permanently restricted status that prohibits the card from being activated and the account from being used. As well as guidance to assist in reporting this unauthorized card enrollment to the FTC.

Please contact us if you have any further requests or with any other questions you may have, we are happy to assist you.

************************* ****
Customer response
01/10/2024
Complaint: 20995602

I am rejecting this response because:
Today I found Akimbo's response in the BBB file dated 12/29/2023 stating what I already know - that when I called their customer service about the unsolicited card they were unable to locate an account.

Which is entirely the basis of my complaint. This business is sending unsolicited cards to people with whom they have absolutely no business relationship.

This company has sidestepped the issue by saying they couldn't find the account with the information provided (my name) while asking for all kinds of other personal identifying information like my Social Security number, date of birth, etc., - so they could supposedly to locate the account.

This business is a scam - they send out unsolicited cards then when a recipient calls to find out why, they attempt to get the recipient to provide personal identifying information, pretending they can't find the account without that information.

As far as I'm concerned, this matter is not closed. If I had seen the 12/29/23 & 1/2/2024 messages, that is what I would have written in my response.

This company & any subsidiary companies sending unsolicited cards via **** need to be flagged as an identity theft scam & need to be stopped from sending out these cards.

Please ensure I receive update notifications from BBB timely. I didn't get an email notifying me of the 12/29/23 or the 1/2/2024 updates which is how I missed the date for a reply.

Thank you for your attention to this matter.

Regards,

*************************
Business response
01/11/2024
January 11, 2024

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

Re: BBB Complaint #********

To Whom It May **************** Hello *****, thank you for taking time to leave us a review. We apologize for the inconvenience you have faced with your Akimbo Prepaid Mastercard.

On Dec 12, 2023, at 10:02 AM CST you reached out to customer service regarding the card received. However, we were unable to locate an account associated with your name with the information that was provided. When we are informed about unsolicited cards the account in question would immediately be placed into a permanently restricted status that prohibits the card from being activated and the account from being used. As well as guidance to assist in reporting this unauthorized card enrollment to the FTC.

Please contact us if you have any further requests or with any other questions you may have, we are happy to assist you.

************************* ****
Customer response
01/12/2024
Complaint: 20995602

I am rejecting this response because: I know Akimbo couldn't find an account when I called you because I DO NOT have an account with you nor have I asked for an account with you. Yet, you sent me an UNSOLICITED card. When I called to find out what you were doing, your "agents" persisted in asking me for personally identifiable information so they could "locate" my account. I believe the purpose of their line of questioning was to steal my identity. This Akimbo card is a scam.
Regards,

*************************
Business response
01/29/2024
January 29, 2024

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

Re: BBB Complaint #********

To Whom It May **************** Hello *****, thank you for taking time to leave us a review. We apologize for the inconvenience you have faced in receiving an unsolicited Akimbo Prepaid Mastercard.

On Dec 12, 2023, at 10:02 AM CST we can confirm you reached out to our customer service team regarding the unsolicited card received. However, we were unable to locate an account associated with your name and information that was provided at the time of your phone call. When we are informed about an unsolicited card the account in question is immediately placed into a permanently restricted status that prohibits the card from being activated and the account from being used. As well as guidance to assist in reporting this unauthorized card enrollment to the **** The representative assisting you did provide this information and advised to contact the ****

Please contact us if you have any further requests or with any other questions you may have, we are happy to assist you.

************************* ****
Customer response
01/29/2024
Complaint: 20995602

I am rejecting this response because: Akimbo business keeps repeating the same thing over & over again that when I called about the UNSOLICITED debit card I received from them via **** mail, they weren't able to locate the account. Of course they couldn't find the account because I DO NOT have an account with them nor have I asked for an account with them. The "agents" claimed to be looking for my account & kept asking me for personally identifiable information so they could "locate" my account. I believe the purpose of their line of questioning was to steal my identity. The Akimbo card is a scam & Akimbo needs to remove my name from any & all mailing lists they are using.

Regards,

*************************
Initial Complaint
12/11/2023
Complaint Type:
Customer Service Issues
Status:
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.
I am facing with Akimbo which has left me in a distressing financial predicament. I hope that your intervention will help expedite the resolution process and prevent others from enduring similar hardships.On November 1, I contacted Akimbo to inquire about the possibility of my live-in boyfriend depositing funds directly into my account. I received confirmation that this was permissible, and we proceeded with the deposit. All seemed well until November 24, around 5:30 PM, when my Akimbo card suddenly became unusable.In my attempts to address this issue, I spent hours on the phone with Akimbo, only to be informed that my boyfriend's deposit violated their policies, resulting in a hold on my card. Despite explaining that my entire balance was now inaccessible, I was disheartened to hear that nothing could be done until the person responsible for fixing this issue returned on Monday.Furthermore, as part of the resolution process, I was instructed to upload documents to their website. Regrettably, attempting to do so through the Akimbo app proved futile, as it consistently crashed. Subsequent attempts to contact Akimbo for assistance were met with frustration, as they stated they could not take any information via email or alternative means.At present, my funds are being held by Akimbo, and they refuse to provide any immediate resolution or alternative methods for submitting the required documentation. This situation has left me unable to pay my rent on time, jeopardizing my financial stability and causing undue stress.I kindly request your intervention in investigating this matter thoroughly and facilitating a swift resolution. I believe that Akimbo's handling of this issue is both unjust and unreasonable, and I hope that your involvement will shed light on the urgency of the situation.Thank you for your attention to this urgent matter. I am hopeful that your intervention will help expedite the resolution process and prevent others from facing this also
Business response
12/29/2023
December 29, 2023
*********************
Re: BBB Complaint #********

To Whom It May ********************* *****, thank you for taking time to leave us a review.We apologize for the inconvenience you have faced with your Akimbo Prepaid Mastercard.
Our records do indicate on 12/8/2023 your card account was placed in a restricted status preventing any further deposits to be made to your account, due to receiving a 3rd party deposit. Per our deposit policy cardholders are to only receive deposits in the first and last name of their card account or if approved otherwise by our Fraud Team.
We can confirm on 12/08/2023 at 04:45 PM ** you called in about your card account being fraud blocked; you were advised identity verification needed to be done by logging in to your account. On 12/11/23 at 07:23 AM CT you reached out to our customer service team to advise you were having trouble completing the verification process. A verification link was sent via email. At 10:13 AM CT, the documents for verification were submitted and at 10:27 AM CT the documents were approved.
In research of your account, we can confirm the desired settlement was reached as the fraud restriction was lifted and you were able to use the funds on your account as early as 12/11/23.
Please contact us if you have any further requests or with any other questions you may have, we are happy to assist you.
Regards,
Usio, ****
Initial Complaint
11/13/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I entered it already. See rest of this form.
Business response
11/30/2023
November 30, 2023
*******************
Re: BBB Complaint #********

To Whom It May ********************* *****,
Thank you for taking the time to leave us a review. We apologize for the inconvenience you have faced with your Akimbo Now Promo Mastercard.
Our records indicate on 7/24/23, at 8:02 AM CT, a virtual card incentive link was sent via email providing a code to redeem for your virtual card. On 8/19/23, at 1:40 PM CT, we received a phone call outside of business hours. Due to the timing, the phone call was not answered and a voicemail was left. On Monday, 8/22/23, at 8:23 AM CT, we attempted to reach you regarding the voicemail, however we were unable to reach you and left a voicemail.
Upon receiving your complaint, we attempted to reach you by phone at the number provided on two different occasions, 11/14/23 at 3:31 PM CT and 11/15/23 at 3:17 PM CT. After each attempt, a voicemail was left advising you to contact our customer support. On 11/16/23 at 2:01 PM CT, we reached out and were able to speak with you. To resolve the issue, we gathered all necessary information to send a check instead of the virtual incentive card. On 11/17/23, at 3:04 PM CT, a check was issued to the preferred mailing address provided.
We are confident the desired settlement has been reached as we were able to resolve this matter with you via phone call and provide a check in the amount of $18.48 to your preferred mailing address.
Please contact us if you have any further requests or with any other questions you may have, we are happy to assist you.
Regards,

Usio, ****
Initial Complaint
10/24/2023
Complaint Type:
Product Issues
Status:
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.
On June 14, 2023 called to complain about 4 right guard bottles not working request refund. June 20 2023 apparently refund was sent. Called company several times. Can not understand because of the thick accent of customer service. Received a prepaid gift card that does not work in October 2023
Business response
11/08/2023
November 7, 2023
N Will
Re: BBB Complaint #********

To Whom It *** *********************************** apologize for the inconvenience you have faced with your Akimbo Now Promo Mastercard.
On September 26, 2023, at 2:15 PM CT,you contacted our customer support team via phone however, during the call the representative was unable to collect any information to aid in resolving your issue. On 10/6/2023 at 03:10 PM CT, we can confirm you were successfully able to collect your virtual card. Upon receiving your complaint, we did attempt to reach out to you via phone at the number provided on 10/27/23 at 12:30 PM CT and left a voicemail. A follow up email was sent at 02:14 PM CT, advising to reach out at your earliest convenience.
At this time, we have not received a response to the phone call or email attempts at resolving this issue. Please contact our customer service team at ************** representatives are available from 7 AM CT to 7 PM **, Monday through Friday.

Please contact ** if you have any further requests or with any other questions you may have, we are happy to assist you.
Regards,
Usio, ****
Initial Complaint
01/06/2023
Complaint Type:
Service or Repair Issues
Status:
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.
The akimbo app wasn't working properly again so I called customer service, got a supervisor in the line and explained that I wanted to transfer money from akimbo into my **** of america account and this supervisor promptly gave me directions on the the exact opposite, sending money from **** of america to akimbo which sent my account negative and now I'm being told that the process can't be reversed
Business response
01/13/2023
January 13, 2023
*********************
Re: BBB Complaint #********

To Whom It May ********************* ******,
We apologize for the inconvenience you have faced with your Akimbo Pay Prepaid Mastercard.
Our customer service team did reach out to you regarding the complaint filed on 01/06/2023 at 3:42 PM CT. We did apologize and inquire about the fee incurred which had not been charged to your bank account at that time. On 1/10/2023 at 11:25 AM CT we reached back out and rectified the issue via phone.A courtesy load of $25.00 was provided to your card account to cover any fees incurred with your banking institution due to the incorrect transfer made. We sincerely apologize for the issues you have encountered when attempting to make transfers from your bank to card and vice versa.
In research of your account, we can confirm the desired settlement has been completed as you were provided with a courtesy load to cover the insufficient funds fee incurred with your banking institution. The correct information has been provided to you regarding bank transfers with your Akimbo card.
Please contact us if you have any further requests or with any other questions you may have, we are happy to assist you.
Regards,
Usio, ****
Initial Complaint
10/31/2022
Complaint Type:
Delivery Issues
Status:
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.
A few products I ordered weren't received as promised and I wasn't able to recover those funds through the merchant. I disputed those transactions with Akimbo Card and they refused to process my disputed transactions back to me or further investigate. Terrible customer service.
Business response
11/09/2022
November 9, 2022
*******************************
Re: BBB Complaint #********

To Whom It May ********************* ******,
We apologize for the inconvenience you have faced with your Akimbo Now Incentive Mastercard.
Our records do indicate on 10/14/2022 at 05:40 PM CST a customer service representative assisted you via phone and took steps to initiate a dispute claim for multiple authorized transactions on your card account. As these charges were authorized by yourself, a new card was not reissued. Our dispute team reached a final decision on 10/28/2022 and notified you of the denial of your dispute claim via the official dispute process. Based on the investigation and the information we received from you, the evidence supports that the disputed transactions were authorized by yourself, or someone authorized by you to use your card and that no errors occurred.
At this time, our dispute team has closed the dispute investigation in accordance with Regulation E and has communicated through the official dispute process of their decision. This dispute claim is now considered closed.You may refer to the cardholder agreement for further information.
Please contact us if you have any further requests or with any other questions you may have, we are happy to assist you.
Regards,
Usio, ****
Customer response
11/09/2022
Complaint: 18329337

I am rejecting this response because: I did not receive what I paid for and the merchant refused to refund. So I tried going through my card to charge back the items and services not delivered as promised and Akimbo Card is not helping to recover my money.

Regards,

*******************************
Business response
11/18/2022
November 18, 2022
*******************************
Re: BBB Complaint #********

To Whom It May ********************* ******,
We apologize for the inconvenience you have faced with your Akimbo Now Incentive Mastercard.
Our dispute team reached a final decision on 10/28/2022 and notified you of the denial of your dispute claim via the official dispute process. We did receive confirmation from yourself that the products received were purchase by yourself however, they were not to your liking. Based on the investigation and the information we received from you, the evidence supports that the disputed transactions were authorized by yourself, or someone authorized by you to use your card and that no errors occurred. At this time, you will need to reach out to the merchant for further action.
Our dispute team has closed the dispute investigation in accordance with Regulation E and has communicated through the official dispute process of their decision. This dispute claim is now considered closed. You may refer to the cardholder agreement for further information.
Please contact us if you have any further requests or with any other questions you may have, we are happy to assist you.
Regards,
Usio, ****
Initial Complaint
08/08/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I have the Akimbo Prepaid Card, ending in *****. I also am a consumer of **************** I listed Akimbo financial information (routing # ********* and acct number ending in -***** on my claims payment page last year. All Aflac payments would be posted as a ACH deposit, which this Akimbo card accepts. I had a Aflac claims payment in October 2021 which Akimbo posted successfully. However, I received another ACH deposit from Aflac on December 30, 2021, which Akimbo, to date, has failed to post. The transaction was for $175. I have tried several times to chat, call, and email Akimbo, but, ALL attempts have been to no avail. I then went back to Aflac the merchant who issued payment, but, they advised that since it was an ACH deposit that shows received by Akimbo routing and account number they are unable to do ANYTHING until Akimbo returns the payment. The tracing number issued from Aflac to ensure that the money had been received by Akimbo and never returned is: ***************. I tried to provide this number to Akimbo ***************** but, also to no avail. Today, I spoke with *** in Akimbo ***************** after numerous emails back and forth, with several Akimbo reps, like Gabi on May 25, 2022. Today, *** refused to find me a supervisor or manager to assist me with this very important issue that has turned into a battle for my missing money. ***, did eventually transfer me. ******, the supervisor was rude, and stated she could not locate my $175 ACH direct deposit on her system. The ticket number for today's call is ******, but, the previous request for help numbers are ******, ******. Documentation attached. I NEED my money. Where is it? And why did or has it taken this long to help me and post my funds? I want my $175 ACH deposit to be credited to my Akimbo Card ending in *****. I feel returning the lost money back to Aflac will only bring about more issues.
Business response
08/16/2022
August 16, 2022
Sheimeikaa ********
Re: BBB Complaint #********

To Whom It May ********************* Sheimeikaa, thank you for taking time to leave us a review. We apologize for the inconvenience you have faced with your Akimbo Prepaid Mastercard.
Prior to receiving your complaint, a customer service representative did receive your call on 08/01/2022 at 02:00 PM CT regarding the missing *** deposit to your card account. During this conversation, the representative did escalate your issue to a supervisor, per your request. The supervisor did follow the necessary steps to resolve your issue by creating a ticket and upgrading it to our specialized team to further research the issue. Upon review it was determined the *** deposit was delayed due to network outages which in turn prevented it from posting on the date provided by the sender, **************** On 08/03/2022 at 01:25 PM CT the deposit was posted to your card account, we can confirm funds have been successfully spent as of 08/05/2022 without any issue.
We do sincerely apologize for the difficulty you encountered when attempting to escalate your concern to a supervisor in previous phone calls.
In research of your account, we can confirm the desired settlement has been completed as the *** deposit was received and the funds have posted to your card account.
Please contact us if you have any further requests or with any other questions you may have, we are happy to assist you.
Regards,
Usio, ****
Initial Complaint
06/15/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I received a card from akimbo with ***** on there in April my card was stolen before I even got a chance to use the money I was in a domestic situation with my boyfriend and got locked up he lived with me he took everything I had including the card he knows everything about me and figured out the pin and spent every dime on that card Im currently 6 months pregnant with child and also have a 2 year old we needed that money and its hurts me bad that I had to go through being locked up Pregnant and also to come how and find out several of my things were missing out of my home I filed an dispute yesterday with akimbo and still didnt receive any type of dispute emails or paperwork I need that money for me and my kids and nothing end resolved
Business response
06/21/2022
June 21, 2022
Shanieya *******
Re: BBB Complaint #********

To Whom It May ********************* Shanieya,
We apologize for the inconvenience you have faced with your Akimbo Now Incentive Mastercard.
Our records do indicate on 06/01/2022 at 03:05 PM CST a customer service representative responded to your email inquiry sent in on 05/29/2022 at 05:04 PM CST regarding potential unauthorized charges made to your card account.Following the required steps, the representative advised to please call into our customer service line immediately as further verification of your card account was necessary. We can confirm on 06/14/2022 at 02:41 PM CST a customer service representative assisted you via phone call and took steps to initiate a dispute claim for the disputed charges on your card account. In addition to a dispute claim being initiated, a new card was reissued to your mailing address and should be received within ten to fifteen business days, as the postal service may be experiencing delays in shipping.
At this time, our dispute team has begun the dispute investigation in accordance with Regulation E and will communicate with you through the official dispute process if any additional information is required.
In research of your account, we can confirm the desired settlement of your complaint has been completed as a dispute claim has been initiated.
Please contact us if you have any further requests or with any other questions you may have, we are happy to assist you.
Regards,
Usio, ****

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