The complaint has been investigated and
resolved to the customer's satisfactionResolved Green Dot - Wal Mart Moneycard — theft - poor customer service
resolved to the customer's satisfaction
On January 7th, 2009, after changing jobs i was issued my pay from my new job. I needed to send a payment, I wasn't going to have time to get to the bank and the paymybill.com website doesn't accept Visa... so I decided to get a GreenDot money pak.
I went to the register and loaded the funds ($250.00 plus $4.52 service fee) onto the "Money Pak" and left the store, went home and attempted to load the funds onto my Green Dot Mastercard.
The load was unsuccessful, according to the website, the load had already been made to my card. So, I logged in and checked my account balance, but no funds had been applied to my card. I attempted to call Customer Service, per the back of the card, but couldn't reach a live representative, just recordings. Finally I followed the voice prompt to "report a lost or stolen card" and then didnt key in any information (they ask for card number and SSN) - at which time I was directed to a live person.
The "Customer Service Department" must be in Malaysia or the like, because while the representatives DO speak some version of English, each one I have spoken to carries an extremely heavy accent and is very difficult to understand. I give them credit for speaking a second language, but it speaks volumes about the company when they dont want to spend the money to have Americans answer their Customer Service calls.
The representative advised me that I would have to call "Loss Management" because the number I called doesn't handle MoneyPak problems, only lost cards. I was given a number and called it immediately the next morning upon arriving to work.
The Loss Management Representative advised me that they wanted a copy of the register receipt where the MoneyPak Load was processed, and if I had it, a copy of the MoneyPak card that I used to initiate the load. I made a clear and legible copy of the requested items put my name, office telephone number, cellular telephone number and home telephone number on the paper... and faxed them to Loss Management immediately.
Loss Management (also located somewhere in the Malaysian countryside) first advised me they hadn't received my fax, although I had two fax confirmations that stated that they had... and so I faxed again, and they said they got it. The representative indicated that he did not handle this type of claim, that he would forward it to another department and that these issues are resolved within 24 hours.
I called back the next day, after being put on hold and disconnected on 3 separate occasions, I got another representative, who advised me first that I would have to refax, then that she had found my information, and that it would be 48 hours until I received resolution on my issue. The representative started verifying my information and asked me if my telephone number was (814) XXX-xxxx. I live in the (304) area code, and had never given them an 814 number. (Remember my numbers and name are PRINTED ON THE PAPERWORK I FAXED TO THEM!) I was advised that the card to which my funds were deposited had already spent the funds, and so they would have to put a "Hold" on the card and get the money back from that account. I was advised that the information had been sent to a specialist for processing... I should call back Monday.
I called back Monday. After more headaches and disconnections, I finally spoke to a representative who indicated that they paperwork had not been submitted until the 9th, so that this was only the beginning of the second business day and I would need to wait, that someone would be contacting me by the close of business to let me know that my funds were available for me to use. The representative started verification of the call back numbers, and again informed me that my number was listed in their system as (814) XXX-xxxx. My number has never been 814 anything, so ONCE AGAIN... I gave the correct numbers to the representative, that they should have already recorded when they got my fax... or on the previous phone calls. I was told to call Tuesday and all should be completed.
I called the GreenDot Loss Management department today at 12:00 p.m., and was connected to Jason. Jason also had a heavy accent and was difficult to understand, but he advised me that they had started processing my request on January 10th (WHAT? I sent this in on the 7th.. and was told THEN that it was going to be 24 hours... and NOW I HEAR it hasnt even been started until the 10th???) I advised him of all the information above, and he put me on hold to come back and let me know that "the person who handles these claims is not answering their phone and I will have to have them call you back". After further verification, Jason advised that he would give me a call back, and the phone number he had on file was...
I bet you know...
Yes.. it was listed as (814) XXX-xxxx. I advised him that I had given correct information to THREE prior representatives and that I was very upset/frustrated... I feel that the representatives have NO IDEA what they are doing, they have NO Customer Service Skills, either they don't document or read screens, and I am still out my money that originally I was told I would have back within 24 hours... on Thursday morning of the prior week... and fully FOUR business days ago, and SIX actual days from today.
As of this moment, I still am out $250.00, I still have no idea what is happening or if I will ever see my money again, and I am faced with poor customer service and no recourse to getting this resolved in a more timely manner.
My suggestion... Don't buy a GreenDot card, unless it's money you have to burn... and if that's the case... BURN IT... at least you'll get heat for a few moments until it extinguishes.
More Green Dot - Wal Mart Moneycard Complaints & Reviews
- Green Dot Moneypak - stolen money
- Green Dot - unlock accounts
- Walmart Money Card - Visa Prepaid Card Through Ge Money Bank And Green Dot Corp. - can't access money/use card/get a live cust. service rep
- Walmart Green Dot Money Card - where's my money
- Green Dot Money Pak - part of a scam
- Green Dot - my card was blocked when it was sent to me with my ssi money on it
- Green Dot - money taken of my card... an unauthorized transaction that I didnt make or authorized
- Green Dot Prepaid Visa - green dot
- Green Dot - walmart money card
- Green Dot - card is invalid