The complaint has been investigated and
resolved to the customer's satisfactionResolved Green Dot — return of funds
resolved to the customer's satisfaction
I set up an online bill pay through Greendot for $2000 to a private party. You can only send $1000 at a time so it was two transactions set up to be withdrawn on on 2/17/ and 2/18/2010. The person received one check for $1000 and the second check should have arrived the following day. I waited a week after it was due to be delivered before I called Greendot. On March 1st, I spoke with a representative and was told that they would have to do a stop payment and it would take 3-5 business days to be credited back to my account. I waited the 5 business days and did not receive any money, so I called them back on March 8 (Monday). First, I was told that the transaction was already reversed, and I should receive the credit some time that day. I waited and no money was deposited. So I called on Tuesday around noon, and I was told that a trouble ticket would be sent and I could check on it in 4 hours. When I got home on Tuesday I called again, this time I was told a ticket would have to be created. I explained to her that was already done early in the day and I demanded to speak to a supervisor. She put me on hold for 10 minutes then came back and said that the supervisor was busy and would have to call me back. I chose to hold, about 20 minutes later I spoke with a supervisor "Sam". Sam said they use a third party to process bill pay and they haven't recieved the funds back yet so he would need to contact them, I said he had 24 hours. I also called the person the check had been sent to find out who the third party was. The company was called Northern Trust, I contacted them and found out that the check was never sent out because it was believed to be a duplicate transaction and was stopped immediately on 2/18 (the day it was set to be sent out).When I called Greendot back exactly 24 hours later and again I was told that my case was closed and I should have already recieved a refund, I immediately asked for a supervisor. Sam/Henry answered again (He said this is "Sam" and tried to quickly change it to "Henry" ) said he needed to talk to someone in another department and I said I would be more than happy to wait while he did this he left me on hold for 40 min and then hung up. I just called again this morning and was told to give them another day. I was unable to pay a bill and I am now getting fees accrued. I have already filed my claim with the better business bureau and now I am contacting the arbitrator. I asked for a letter or statement from them explaining that the issue is on their end and I was attempting to pay on time. I want all of my fees paid by Greendot because they were the cause of them.