{"took":159,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":65,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"3786531","_score":24.181488,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I had an unemplyment card i used for about a month and had a problem with a purchase and disputed. They sent me a new card which had aboyt XXXX $ on it and transfered after i activated my card and went to use my money it then told me i had a negative XXXX. Its a prepaid card and in my list of dos and donts it clearky says no overdrafting allowed and no negative balance at any time. Im XXXX pregnabt and doing this shooping for.baby beforee i cant and theyve made it hard to even eat.","date_sent_to_company":"2020-08-09T04:28:10.000Z","issue":"Unexpected or other fees","sub_product":"Government benefit card","zip_code":"706XX","tags":null,"has_narrative":true,"complaint_id":"3786531","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2020-08-09T04:16:13.000Z","state":"LA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I had an unemplyment <em>card</em> i used for about a month and had a <em>problem</em> with a <em>purchase</em> and disputed. They sent me a new <em>card</em> which had aboyt XXXX $ on it and <em>transfered</em> after i activated my <em>card</em> and went to use my money it then told me i had a negative XXXX. Its a <em>prepaid</em> <em>card</em> and in my list of dos and donts it clearky says no overdrafting allowed and no negative balance at any time. Im XXXX pregnabt and doing this shooping for.baby beforee i cant and theyve made it hard to even eat."],"product":["Credit <em>card</em> or <em>prepaid</em> <em>card</em>"],"sub_product":["Government benefit <em>card</em>"]},"sort":[24.181488,"3786531"]},{"_index":"complaint-public-v1","_id":"14317999","_score":23.006012,"_source":{"product":"Debt collection","complaint_what_happened":"Back in early XXXX I was having trouble with fraud and identify theft that started around the pandemic. I went to XXXX and bought a {$40.00} XXXX prepaid phone and phone card. I had multiple issues and only used the phone for about a month or two and showed New Mexico State Police Problems I was having with phone and was advised to throw phone away since it was a prepaid burner phone. I also spoke with associate at XXXX store on XXXX at the time but they were unable to fix problems I was having so phone was disposed of. There was no phone contract as it was a prepaid, service that required purchase of data and cellular plan monthly. I spoke to XXXX XXXX at the number on my credit report back in or around XX/XX/year> and they transferred me to the prepaid number who stated this issue would be resolved yet it remains on my credit. This morning I contacted XXXXXXXX XXXX at the phone number XXXX and provided them with the reference number XXXX and spoke with a female by them name of XXXX. She asked for further information such as account number and phone number. I informed her I did not recall phone number and credit report did not provide an account number and I have never received any correspondence for this issue. She stated without either she could not help me. I then notified XXXX  once again.","date_sent_to_company":"2025-06-30T14:09:14.000Z","issue":"False statements or representation","sub_product":"Telecommunications debt","zip_code":"88001","tags":null,"has_narrative":true,"complaint_id":"14317999","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CL Holdings LLC","date_received":"2025-06-26T14:08:42.000Z","state":"NM","company_public_response":null,"sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["I went to XXXX and bought a {$40.00} XXXX <em>prepaid</em> phone and phone <em>card</em>. I had multiple issues and only used the phone for about a month or two and showed New Mexico State Police <em>Problems</em> I was having with phone and was advised to throw phone away since it was a <em>prepaid</em> burner phone. I also spoke with associate at XXXX store on XXXX at the time but they were unable to fix <em>problems</em> I was having so phone was disposed of."]},"sort":[23.006012,"14317999"]},{"_index":"complaint-public-v1","_id":"2683836","_score":22.18379,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On Monday XXXX XXXX, XXXX I purchased a prepaid XXXX vard called XXXX from XXXX at XXXX in the amount of {$110.00} plus {$4.00} fee for a total of {$110.00}. I attempted to use the card and it would not work. I then called the XXXX toll-free number on the back XXXX and I was not able to obtain a balance. I was transferred to a live agent, XXXX operator ID # XXXX and was told the card had not been activated, despite the retail receipt saying \" ACTIVATED '' and the XXXX cashier XXXX indicating that the card has been activated. This identical issue happened to me on again on XXXX XXXX, XXXX, approximately one month ago. The point of this complaint is to indicate a systmatic racketeering scheme concocted by Incomm Holdings and the XXXX Credit card company. The overwhelming majority of consumers that purchase these prepaid cards are low-income Americans, usually using the cards to pay bills online, which is what I use these cards for as well. I believe that Incomm Holdings specifically relies on the income from prepaid cards that are not able to be reclaimed. Incomm 's process requires a customer to send over a copy of their ID, the packaging, the front and back of the card. Most people throw away or lose the paper copy receipt from the retailer, as anyone who has ever purchased something from a store can attest ( such as 12 jury members for example ). Additionally, low-income Americans are statistically not likely to possess the necessary picture ID that would be required for having access to these funds from Incomm Holdings. \n\" Lower-income individuals are less likely to have photo ID. Twelve percent of adults living in a household with less than {$25000.00} annual income lack photo ID, compared to just 2 percent in households with over {$150000.00} annual income. http : XXXX '' My words are not alone, as other consumers complain of the same exact issue if you simply XXXX  \" incomm holdings complaints. '' For example, one user mentions \" XXXX XXXX, XXXX - I purchased a {$500.00} - - gift card on XXXX from -. The card was subsequently lost and I could not find the receipt with the - digit identifying number and so I simply accepted it as a loss and moved on. '' Which backs up my point that most consumers lose their receipt, even for a {$500.00} gift card. \nThis being the second instance happening to me one month apart is indicative of a larger, systematic problem on Incomm 's behalf. Additionally, this company has a marketplace monopoly on this industry, as there are no other prepaid cards that can be purchased from any other company. In fact, on XXXX XXXX XXXX, XXXX XXXX revealed that Incomm Holdings would be acquiring XXXX 's prepaid businesses, further solidying their stranglehold of the prepaid card marketplace. ( http : XXXX ) I sincerely hope the CFPB and related consumer protection and federal agencies open an investigation and audit of Incomm Holdings and their sources of income. I submit that their findings will reveal systematic racketeering of consumers through the purchase and non-usage of prepaid cards as sold in America 's top retailers. This is a gross misuse of public and consumer trust, and the only purpose of this complaint to is to put an end to the corporate abuse of consumer 's hard earned money.","date_sent_to_company":"2017-09-26T13:43:50.000Z","issue":"Trouble using the card","sub_product":"General-purpose prepaid card","zip_code":"90069","tags":null,"has_narrative":true,"complaint_id":"2683836","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Incomm Holdings Inc.","date_received":"2017-09-25T22:07:57.000Z","state":"CA","company_public_response":null,"sub_issue":"Trouble using the card to spend money in a store or online"},"highlight":{"complaint_what_happened":["On Monday XXXX XXXX, XXXX I <em>purchased</em> a <em>prepaid</em> XXXX vard called XXXX from XXXX at XXXX in the amount of {$110.00} plus {$4.00} fee for a total of {$110.00}. I attempted to use the <em>card</em> and it would not work. I then called the XXXX toll-free number on the back XXXX and I was not able to obtain a balance."],"product":["Credit <em>card</em> or <em>prepaid</em> <em>card</em>"],"issue":["Trouble using the <em>card</em>"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["Trouble using the <em>card</em> to spend money in a store or online"]},"sort":[22.18379,"2683836"]},{"_index":"complaint-public-v1","_id":"19246577","_score":21.981808,"_source":{"product":"Prepaid card","complaint_what_happened":"I had a problem XXXX XXXX XXXX  with Netspend where they took money off my account for charges I did not make they did credit that amount back to my card as it was their mistake. Several times I have had fraud on this card and I am a firm believer that its an inside job. I believe its people from Netspend that are attempting to use my card or are using my card. This happens almost every time I make a purchase and I will no longer be using the card. However, I would like a refund of the money that should be on my card along with reimbursement for the many hours I have spent on the phone and all of the astronomical fees! yesterday I made a purchase with this card no problem this morning. I paid a bill with that card and right afterwards I had multiple charges that came off my card and very many charges that were attempted. This is the first time Ive used this card with that company that I paid the bill to I trust that company. I cant imagine it was on their end but one never knows but for as often as this happens, I believe its an inside job and it needs to be looked into. I asked to talk to a supervisor and XXXX different times. I got cut off. They would try to transfer me saying they were gon na transfer me and it would come back and say leave a message and hang up so obviously theyre dealing with a lot of problems and they dont wan na talk to their customers so the first person I spoke with this mornings name was XXXX. She was a pain XXXX XXXX XXXX. The XXXX one was XXXX the XXXX  one was XXXX XXXX, and the last one was XXXX and everyone of them cut me off. I will be seeking out a new prepaid card hopefully with less fees, but something needs to be done about the fact that I have so much fraud on this card. There is just somewhere a problem.","date_sent_to_company":"2026-02-10T12:56:27.000Z","issue":"Problem with a purchase or transfer","sub_product":"General-purpose prepaid card","zip_code":"539XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"19246577","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Netspend Corporation","date_received":"2026-02-04T17:51:30.000Z","state":"WI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Charged for a purchase or transfer you did not make with the card"},"highlight":{"complaint_what_happened":["I will be seeking out a new <em>prepaid</em> <em>card</em> hopefully with less fees, but something needs to be done about the fact that I have so much fraud on this <em>card</em>. There is just somewhere a <em>problem</em>."],"product":["<em>Prepaid</em> <em>card</em>"],"issue":["<em>Problem</em> with a <em>purchase</em> or <em>transfer</em>"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["Charged for a <em>purchase</em> or <em>transfer</em> you did not make with the <em>card</em>"]},"sort":[21.981808,"19246577"]},{"_index":"complaint-public-v1","_id":"8099696","_score":21.31848,"_source":{"product":"Prepaid card","complaint_what_happened":"On XX/XX/2024, a family member of mine purchased an Amex prepaid gift card for {$100.00}. This gift card included a 15 digit card code, an expiration date, a CVV, and a serial number on the back. On the next day ( XX/XX/2024 ) I tried to make a purchase of a yearly subscription for XXXX ( XXXX XXXX XXXX software ) and that did not go through initially. I was confused, then directed to the Amex website and the terms and conditions of prepaid cards. According to Amex, recurring billing can not be done with a prepaid gift card. Once I figured that out, it was just fine. Later that day, I tried to make a purchase for XXXXXXXX XXXX ( A food delivery service ) of around {$25.00}. This should obviously go through since the card is {$100.00}. The payment was declined, and XXXX placed a {$0.00} hold on the card, which was found on the balance page for the Amex XXXX XXXX section of the website. On the same day, I also tried to purchase {$18.00} worth of items from XXXX, and XXXX requires the card number, expiration date, and XXXX. According to Amex, the card should be available to use for online purchases. The purchase also declined, and I went to a last resort. I navigated to fsdreamteam.com for a XXXX XXXX add-on, and tried to buy XXXX XXXX from the website. The price is {$29.00} USD, which should not be a problem again because the card is {$100.00}. The purchase declined twice. I then resorted to calling Amex XXXX ( XXXX EST ) that is located on the rear of the card, and provided the card number and completed a security question with the robot. After getting transferred to an agent, I described everything I have described above. The agent said that they were very sorry for this inconvenience, and they would get to fixing it. My serial number of the card was requested by the agent, and then I was placed on hold for them to see if anything was wrong with the card. I was told that there was nothing wrong with the gift card, and that it was activated and ready to go. I then thanked the agent and waited a few hours. I then tried to make the purchase of XXXX XXXX again from the website, which asked for my card number, expiration date, and CVV. The purchase declined again, so then I became a bit worried with what was really happening. I then called support again ( XXXXXXXX XXXX ) to see if this issue could be resolved. The bot went the same way, and I was soon transferred to an agent. I was asked for my 16 digit card number when the gift card only has 15. I let the agent know, then I was asked again for the serial number and expiration date. The agent put me on hold to check the card and if anything was wrong with it and apparently some security lock was enabled on it, and it needed to be XXXX to use the card. I was surprised, and the agent let me know to try again in 24 hours and it would work. I tried XXXX and XXXX again after 24 hours, and got the same issue. I called support for the third time at XXXXXXXX XXXX  on XX/XX/2024 and was met with the same bot questions, then transferred to an agent. I immediately let the agent know what the issue was and that the card should not be declining when the balance is way more than what I was buying and that every need was met. The agent apologized for the inconvenience then let me know another security lock was on the card. I was surprised again and was told to wait 24 hours to try and purchase again, and if it didnt work, to call and request a replacement. It has been 3 hours since the call, and I conducted some research to see if others had this issue, and low and behold, many have had this issue with Amex. The solution they had was to file this complaint and receive a check, so thats the route Im taking.","date_sent_to_company":"2024-01-04T06:08:22.000Z","issue":"Trouble using the card","sub_product":"General-purpose prepaid card","zip_code":"44118","tags":null,"has_narrative":true,"complaint_id":"8099696","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2024-01-04T05:37:59.000Z","state":"OH","company_public_response":null,"sub_issue":"Trouble using the card to spend money in a store or online"},"highlight":{"complaint_what_happened":["On XX/XX/2024, a family member of mine <em>purchased</em> an Amex <em>prepaid</em> gift <em>card</em> for {$100.00}. This gift <em>card</em> included a 15 digit <em>card</em> code, an expiration date, a CVV, and a serial number on the back. On the next day ( XX/XX/2024 ) I tried to make a <em>purchase</em> of a yearly subscription for XXXX ( XXXX XXXX XXXX software ) and that did not go through initially. I was confused, then directed to the Amex website and the terms and conditions of <em>prepaid</em> cards."],"product":["<em>Prepaid</em> <em>card</em>"],"issue":["Trouble using the <em>card</em>"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["Trouble using the <em>card</em> to spend money in a store or online"]},"sort":[21.31848,"8099696"]},{"_index":"complaint-public-v1","_id":"18321825","_score":21.280487,"_source":{"product":"Prepaid card","complaint_what_happened":"Product : Prepaid card / Debit card Company : XXXX XXXX Related merchant : Albert ( XXXX, XXXX XXXX XXXX  ) What happened On XXXX XXXX XXXX a {$58.00} debit card transaction posted to my XXXX account from Albert ( XXXX ). \n\nThe transaction posted as a XXXX XXXX : Signature purchase, including a Visa Acquirer ID ( XXXX ). This confirms the charge was processed through the XXXX network, not XXXX and not an internal account transfer. \n\nI did not authorize Albert to initiate a debit card transaction, nor did I provide debit card credentials for this charge. I did not approve, confirm, or initiate this transaction in the Albert app or anywhere else. \n\nAlbert is attempting to characterize this transaction as an authorized advance repayment or internal transfer. That claim is factually inconsistent with the transaction classification. Internal transfers or XXXX repayments do not settle as XXXX signature debit purchases and do not generate XXXX acquirer IDs. \n\n\n\nWhy this is a problem This was a XXXX signature debit card transaction, not XXXX. \nI did not authorize debit card use. \nXXXX is required under Regulation E to : Properly investigate unauthorized debit card transactions Provide provisional credit when applicable Base its decision on the actual transaction type, not the merchants characterization Treating this as an authorized transfer despite clear Visa network evidence violates Reg E error-resolution requirements. \n\n\n\nAdditional details/ evidence Pending authorization on XX/XX/25 showed a generic merchant hold Final posted transaction on XX/XX/25 clearly states Debit : Signature purchase Merchant descriptor : Albert / XXXX / XXXX XXXX XXXX XXXX  Acquirer ID present ( not possible with ACH or internal transfers )","date_sent_to_company":"2025-12-27T21:47:02.000Z","issue":"Problem with a purchase or transfer","sub_product":"General-purpose prepaid card","zip_code":"546XX","tags":null,"has_narrative":true,"complaint_id":"18321825","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Albert Corporation","date_received":"2025-12-27T21:32:50.000Z","state":"WI","company_public_response":"Company believes the complaint provided an opportunity to answer consumer's questions","sub_issue":"Charged for a purchase or transfer you did not make with the card"},"highlight":{"complaint_what_happened":["Internal <em>transfers</em> or XXXX repayments do not settle as XXXX signature debit <em>purchases</em> and do not generate XXXX acquirer IDs. \n\n\n\nWhy this is a <em>problem</em> This was a XXXX signature debit <em>card</em> transaction, not XXXX. \nI did not authorize debit <em>card</em> use."],"product":["<em>Prepaid</em> <em>card</em>"],"issue":["<em>Problem</em> with a <em>purchase</em> or <em>transfer</em>"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["Charged for a <em>purchase</em> or <em>transfer</em> you did not make with the <em>card</em>"]},"sort":[21.280487,"18321825"]},{"_index":"complaint-public-v1","_id":"7908345","_score":20.902445,"_source":{"product":"Prepaid card","complaint_what_happened":"Dear Sir/Madam : I bought the {$250.00} Vanilla prepaid card ( XXXX XXXX XXXX XXXX ) at XXXX XXXX on XXXX XXXX. I paid {$1.00} to XXXX XXXX for verify the card works or not. Then I used the prepaid card without any problem. But I closed XXXX XXXX account later, XXXX XXXX refunded the balance {$590.00} to the VISA Prepaid card. But the card doesn't work. I called the VISA company, the agent told me they can see the VISA prepaid card has {$590.00} on balance. and he opened a ticket ( XXXX ) and wait until XXXX business hours. \nI called them again, another agent said the ticket was still opening, let me wait another XXXX business hours. \nI followed this case again. One lady told me, the ticket was still open, and asked for the documents. But I have never received any notice for it, But I send all of the documents ( photos of the original card, receipt, and the original package ). She said, I will get a replacement card later. \nThen I received a email from XXXX, the email said, I need provide a copy of the original purchase and return receipt for the XXXX XXXX return. I called XXXX XXXX, they said my account is closed already. they can not provide anything to me. \nI called Incomm again, the first agent said he can not do anything for it, I asked for transferring to the supervisor. Then the supervisor still told me they need the copy from XXXX XXXX. She promised me, I will get a call from a manager in XXXX business hours. But until now, no one contacted me. \nAs a consumer, I simply used this company 's prepaid card, received a large refund, and then restricted this credit card. And then refused for various inexplicable reasons.This money is too important to us for current economic environment, everyone is struggling to survive. But this company 's approach leaves consumers sad and disappointed. \nI hope that with your help, you can help me recover this XXXX dollars. This would be a huge help to my XXXX  family. Thank you for your time and help.","date_sent_to_company":"2023-11-27T20:16:56.000Z","issue":"Problem with a purchase or transfer","sub_product":"General-purpose prepaid card","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"7908345","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Incomm Holdings Inc.","date_received":"2023-11-27T20:11:04.000Z","state":null,"company_public_response":null,"sub_issue":"Card company isn't resolving a dispute about a purchase or transfer"},"highlight":{"complaint_what_happened":["Dear Sir/Madam : I bought the {$250.00} Vanilla <em>prepaid</em> <em>card</em> ( XXXX XXXX XXXX XXXX ) at XXXX XXXX on XXXX XXXX. I paid {$1.00} to XXXX XXXX for verify the <em>card</em> works or not. Then I used the <em>prepaid</em> <em>card</em> without any <em>problem</em>. But I closed XXXX XXXX account later, XXXX XXXX refunded the balance {$590.00} to the VISA <em>Prepaid</em> <em>card</em>. But the <em>card</em> doesn't work."],"product":["<em>Prepaid</em> <em>card</em>"],"issue":["<em>Problem</em> with a <em>purchase</em> or <em>transfer</em>"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["<em>Card</em> company isn't resolving a dispute about a <em>purchase</em> or <em>transfer</em>"]},"sort":[20.902445,"7908345"]},{"_index":"complaint-public-v1","_id":"6330173","_score":20.615196,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"During the first week of XX/XX/2022, I purchased a XXXX XXXX XXXX XXXX for {$300.00} from the XXXX XXXX on XXXX XXXX XXXX XXXX XXXX XXXX in XXXX, Fl. When I attempted to use the card the next day to pay a bill it declined. I called the number on the back and it said I had a XXXX balance.I attempted to contact XXXX and XXXX transferred to Incomm Financial Services Dispute team . I completed the dispute form, the card number I purchased was used in XXXX, Ga. I was told to wait XXXX  days and I will receive the outcome of the investigation. I'm a XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX  I get prepaid cards to pay certain bills. I can't wait XXXX to see if I get my money back, I need my money now. This could be a bigger issue for XXXX XXXX families and all XXXX  that are already struggling to pay bills and to get {$300.00} stolen from you, when Incomm financial services is committing fraud by promoting this prepaid card as XXXX. Incomm ( fs ) is aware of this problem. I have already contacted the XXXX XXXX XXXX on XXXX XXXX XXXX XXXX XXXX XXXX and made them aware of this issue. I searched the internet about this. A story was done in XXXX, NC on XXXX this year, about these same cards and the same issue with Incomm financial services : Money stolen off card before you can use it. Incomm Financial services needs to be held accountable for committing fraud & not informing the public about this issue, so that we can make an informed decision on if we want to purchase Incomm financial services products or not. Again, I am a XXXX XXXX XXXX XXXX  on a budget, I desperately need my money refunded ASAP, please.","date_sent_to_company":"2022-12-16T16:30:04.000Z","issue":"Trouble using the card","sub_product":"General-purpose prepaid card","zip_code":"32259","tags":"Servicemember","has_narrative":true,"complaint_id":"6330173","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Incomm Holdings Inc.","date_received":"2022-12-16T15:49:51.000Z","state":"FL","company_public_response":null,"sub_issue":"Trouble using the card to pay a bill"},"highlight":{"complaint_what_happened":["During the first week of XX/XX/2022, I <em>purchased</em> a XXXX XXXX XXXX XXXX for {$300.00} from the XXXX XXXX on XXXX XXXX XXXX XXXX XXXX XXXX in XXXX, Fl. When I attempted to use the <em>card</em> the next day to pay a bill it declined. I called the number on the back and it said I had a XXXX balance.I attempted to contact XXXX and XXXX <em>transferred</em> to Incomm Financial Services Dispute team . I completed the dispute form, the <em>card</em> number I <em>purchased</em> was used in XXXX, Ga."],"product":["Credit <em>card</em> or <em>prepaid</em> <em>card</em>"],"issue":["Trouble using the <em>card</em>"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["Trouble using the <em>card</em> to pay a bill"]},"sort":[20.615196,"6330173"]},{"_index":"complaint-public-v1","_id":"11656631","_score":20.422024,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Cash App created the conditions for fraud to proliferate on its popular payment platform, said CFPB Director XXXX XXXX When things went wrong, Cash App flouted its responsibilities and even burdened local banks with problems that the company caused. \n\nBlock, Inc. ( XXXX XXXX XXXX  ) is a publicly traded corporation whose principal executive offices are in XXXX, California. Block offers multiple digital payments products for businesses and consumers, including the point-of-sale payment system Square and the consumer payment service Cash App. Cash App is one of the largest peer-to-peer payment platforms in the United States, with XXXX XXXX XXXX XXXX accounts. It allows consumers to send and receive electronic money transfers ; accept direct deposits ; and use a prepaid card, Cash Card, to make purchases and ATM withdrawals. Block made approximately {$7.00} XXXX in gross profit in XXXX, approximately {$4.00} XXXX of which was generated by Cash App.","date_sent_to_company":"2025-01-17T21:58:19.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"324XX","tags":null,"has_narrative":true,"complaint_id":"11656631","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Block, Inc.","date_received":"2025-01-17T21:37:49.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["It allows consumers to send and receive electronic money <em>transfers</em> ; accept direct deposits ; and use a <em>prepaid</em> <em>card</em>, Cash <em>Card</em>, to make <em>purchases</em> and ATM withdrawals. Block made approximately {$7.00} XXXX in gross profit in XXXX, approximately {$4.00} XXXX of which was generated by Cash App."],"product":["Money <em>transfer</em>, virtual currency, or money service"],"issue":["Other transaction <em>problem</em>"],"sub_product":["Domestic (US) money <em>transfer</em>"]},"sort":[20.422024,"11656631"]},{"_index":"complaint-public-v1","_id":"13330101","_score":20.356115,"_source":{"product":"Prepaid card","complaint_what_happened":"I have $ XXXX distributed from the state for my maternity leave and have not been able to use my XXXX pre-paid debit card. I have had to live off of my savings, which I thankfully had! \n\nI had used this card early 2024 while on XXXX and had no problems with transfers, withdrawals, or purchases. \n\nI started receiving my benefits early-mid XXXX and after receiving my first few payments I attempted a transfer of funds to my bank ( where I had sent funds in 2024 ), and was getting an invalid account status error message. I was also unable to use it for purchases. On their website they provide ATMs that do not charge a surcharge so I went to XXXX of those but, again, declined. \n\nFrom the end of XXXX and through mid XXXX ( several weeks ), I tried calling all the possible phone numbers I could find after being unsuccessful over and over again with the customer support number provided on the card. The system is SOLELY automated and no help whatsoever. I tried several selection sequences to try to talk to a human and no luck. \n\nTheir other option for communication is XXXX snail mail. So I wrote a letter and sent it. I certified it to make sure I could track it make sure it was delivered. I added all of my contact info for them to get back to me. It was delivered and I have yet to hear anything.","date_sent_to_company":"2025-05-13T20:26:48.000Z","issue":"Trouble using the card","sub_product":"Government benefit card","zip_code":"95825","tags":null,"has_narrative":true,"complaint_id":"13330101","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FISERV FINXACT CORE","date_received":"2025-05-05T04:49:16.000Z","state":"CA","company_public_response":null,"sub_issue":"Trouble using the card to spend money in a store or online"},"highlight":{"complaint_what_happened":["I have $ XXXX distributed from the state for my maternity leave and have not been able to use my XXXX <em>pre-paid</em> debit <em>card</em>. I have had to live off of my savings, which I thankfully had! \n\nI had used this <em>card</em> early 2024 while on XXXX and had no <em>problems</em> with <em>transfers</em>, withdrawals, or <em>purchases</em>."],"product":["<em>Prepaid</em> <em>card</em>"],"issue":["Trouble using the <em>card</em>"],"sub_product":["Government benefit <em>card</em>"],"sub_issue":["Trouble using the <em>card</em> to spend money in a store or online"]},"sort":[20.356115,"13330101"]},{"_index":"complaint-public-v1","_id":"7989346","_score":19.939701,"_source":{"product":"Prepaid card","complaint_what_happened":"On XX/XX/XXXX I initiated \" a direct deposit funds transfer to checking/savings '' for the amount of {$4900.00} from my Bank of America Prepaid Online account to my Bank of America checking account ( not prepaid ). After I confirmed the transfer the money was immediately taken out of my account, I never received the transfer to my bank of America checking account. I didn't notice immediately, the first time I submitted a claim was XX/XX/XXXX. It's an ACH transfer and submitting the claim was different compared to disputing a debit card purchase, I was first told to wait a week or two ; but the claim was open for over six months before they denied it for the first time. Throughout those six months I called once a week and spoke with a new agent, and specialist every time. ( One of them told me I was definitely going to get my money back because this was an obvious glitch in their system ) after about a year I let it go. End of XXXX they start sending me emails to submit a claim once a month, I believe I submitted one or two claims in the year of XXXX. XX/XX/XXXX I received an email saying they denied my claim, but I never reopened it to be denied. I received letters by mail saying the same thing, so I call them and reopen the claim, this time I send them bank statements showing I never received the deposit in the destination account. ( I used this account multiple times after to do the same type of transaction and NEVER had a problem ) They still denied my claim. They will not give me a reason why.","date_sent_to_company":"2023-12-12T19:07:49.000Z","issue":"Problem with a purchase or transfer","sub_product":"Government benefit card","zip_code":"974XX","tags":null,"has_narrative":true,"complaint_id":"7989346","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2023-12-12T17:19:19.000Z","state":"OR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card company isn't resolving a dispute about a purchase or transfer"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX I initiated \" a direct deposit funds <em>transfer</em> to checking/savings '' for the amount of {$4900.00} from my Bank of America <em>Prepaid</em> Online account to my Bank of America checking account ( not <em>prepaid</em> ). After I confirmed the <em>transfer</em> the money was immediately taken out of my account, I never received the <em>transfer</em> to my bank of America checking account. I didn't notice immediately, the first time I submitted a claim was XX/XX/XXXX."],"product":["<em>Prepaid</em> <em>card</em>"],"issue":["<em>Problem</em> with a <em>purchase</em> or <em>transfer</em>"],"sub_product":["Government benefit <em>card</em>"],"sub_issue":["<em>Card</em> company isn't resolving a dispute about a <em>purchase</em> or <em>transfer</em>"]},"sort":[19.939701,"7989346"]},{"_index":"complaint-public-v1","_id":"3386441","_score":19.343048,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"XX/XX/2019 I needed a refund from a store that could only refund via CC. The prepaid card I purchased and have the refund on is called Bluebird, backed by American Express, then involved with a third party called SERV. The temporary card receive a refund for {$110.00} in the first week of XXXX, which Bluebird themselves told me. However, there was an error on their website which is supposed to link the temporary Bluebird card, to the new card sent in the mail. I called Bluebird to make sure everything went thru correctly, and was informed that my registration and activation were both completed properly, the cards were linked, and I wouldn't need the temporary card anymore because as soon I activate the new card, the funds would automatically transfer. Over a month later, they have my money on the temporary card, it never transferred to the new card. However they know it's there, it's on my registered account with all of my personal information including social security number, yet they have repeated refused to offer any resolution because of a technical problem that did not link the cards. So they have my money, can not transfer it, can not mail me a check and basically charged me {$5.00} to steal more than 9 hours of my life pursuing payment of what is rightfully mine. XXXX XXXX, the issuer of the refund, also has record of this transaction. I have spoken to 3 different FOREIGN customer service SUPERVISORS, over 12 \" Customer Care '' representatives, including some with American Express, only to be lied to and at best led to believe they acually cared about my stolen money. NEXT CALL I MAKE IS TO MY ATTORNEY!","date_sent_to_company":"2019-09-25T06:31:35.000Z","issue":"Problem with a purchase or transfer","sub_product":"General-purpose prepaid card","zip_code":"48135","tags":null,"has_narrative":true,"complaint_id":"3386441","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2019-09-25T05:47:44.000Z","state":"MI","company_public_response":null,"sub_issue":"Card company isn't resolving a dispute about a purchase or transfer"},"highlight":{"complaint_what_happened":["The <em>prepaid</em> <em>card</em> I <em>purchased</em> and have the refund on is called Bluebird, backed by American Express, then involved with a third party called SERV. The temporary <em>card</em> receive a refund for {$110.00} in the first week of XXXX, which Bluebird themselves told me. However, there was an error on their website which is supposed to link the temporary Bluebird <em>card</em>, to the new <em>card</em> sent in the mail."],"product":["Credit <em>card</em> or <em>prepaid</em> <em>card</em>"],"issue":["<em>Problem</em> with a <em>purchase</em> or <em>transfer</em>"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["<em>Card</em> company isn't resolving a dispute about a <em>purchase</em> or <em>transfer</em>"]},"sort":[19.343048,"3386441"]},{"_index":"complaint-public-v1","_id":"1833756","_score":19.217094,"_source":{"product":"Prepaid card","complaint_what_happened":"I have a prepaid debit card issued by US bank as a vehicle to receive child support payments from the State XXXX. Recently US bank instituted a policy that changes the requested authorization holds at gas stations from the requested {$1.00} 3 day hold to a {$75.00} 10 day hold. The reality is that most merchants batch their credit card transactions daily, authorization holds should not last more than the requested 3 days. I recently visited a gas station to purchase gasoline with my US Bank issued prepaid card, and there was an issue with the pump which caused the transaction to time out without allowing me to purchase gas. I tried a second time and was only allowed to purchase {$9.00} of gasoline, although I had {$84.00} available before I began trying to purchase gas. Confused about what was happening, I contacted US Bank on the phone number on the back of my card. I was greeted by a representative that informed me that it is the policy of US bank to place a {$75.00} hold on child support funds issued on my card for 10 days anytime I purchase gasoline with the card. I informed the representative that I was not able to complete the first purchase as the machine had timed out so no purchase actually occurred. I asked her what I needed to do to get the {$75.00} authorization released so I could purchase groceries with the remaining funds as I planned to do. She casually told me that it was impossible to have the inaccurate {$75.00} hold released that was placed in error with the gas pump timed out and that I needed to wait 10 day for US bank to release the funds back to me to be used for the purpose intended ( child support ). I asked to speak to a supervisor and I was transferred to a person who identified herself as XXXX XXXX. She casually and callously told me that I should have read my disclosures and that even though a gas purchase did n't actually happen, since I entered my card into the gas station pump, I am subject to the {$75.00} hold for 10 days. I explained to her that the gas pump had an error and did n't provide me with gas, so purchase was actually completed, and I was told that was my problem and that it was impossible for the hold to be removed by US Bank. I find it incredibly concerning that a company as reputable as US Bank would make a decision to do this to people who depend on these child support funds to care for their children. First of all a {$75.00} hold is excessive in the first place, and for many families like mine, that is the amount of money spent buying groceries for a week. A purchase of gasoline, which cost less that {$25.00} should not warrant a {$75.00} hold. Secondly a hold of any amount for a period of 10 days is incredibly excessive. When errors like this occur, US bank is taking food from the mouths of children for almost 2 weeks due to a computer error that cardholders did not cause. It is already unfair enough that a financial institution, is allowed to hold these funds and not be required to pay interest but to not be held to the same rules as bank accounts, which are required to release holds within a reasonable amount of time, is simply unconscionable. This needs to be investigated as it is absolutely unfair to card holders. I did not cause the error at the gas pump and I am being punished as a card holder by US Bank for this problem. Not being able to purchase groceries for 10 days is simply unfair. US Bank should be held accountable and made to revisit this policy that renders card holders helpless in these situations, with excessive hold amounts for excessive time frames.","date_sent_to_company":"2016-03-17T16:31:13.000Z","issue":"Unauthorized transactions/trans. issues","sub_product":"Government benefit payment card","zip_code":"85048","tags":null,"has_narrative":true,"complaint_id":"1833756","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2016-03-15T17:21:44.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I recently visited a gas station to <em>purchase</em> gasoline with my US Bank issued <em>prepaid</em> <em>card</em>, and there was an issue with the pump which caused the transaction to time out without allowing me to <em>purchase</em> gas. I tried a second time and was only allowed to <em>purchase</em> {$9.00} of gasoline, although I had {$84.00} available before I began trying to <em>purchase</em> gas. Confused about what was happening, I contacted US Bank on the phone number on the back of my <em>card</em>."],"product":["<em>Prepaid</em> <em>card</em>"],"sub_product":["Government benefit payment <em>card</em>"]},"sort":[19.217094,"1833756"]},{"_index":"complaint-public-v1","_id":"8735665","_score":19.137571,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I have a credit building card through Chime, XXXX XXXX XXXX XXXX The Chime credit building card is a pre-paid card that can only have a negative balance of a maximum of {$50.00}. On XX/XX/XXXX I transferred {$250.00} from my Chime checking account to my credit builder card account. I paid a storage unit payment on XX/XX/XXXX for a total of {$200.00}. On XX/XX/XXXX I made multiple purchases through XXXX for {$50.00}. At this point, my credit builder account had a negative balance of less than {$1.00}. On XX/XX/XXXX I received an email from XXXX XXXX that said my credit was impacted and my XXXX XXXX went down. When I checked my XXXX XXXX  account it showed that Chime reported my credit builder account had a negative balance of - {$230.00}. After looking into my accounts I disputed the balance in XXXX XXXX. Today XX/XX/XXXX, I contacted Chime to find out why my credit builder account reported a negative balance. They told me that it was how the credit agencies interpret chime reports and i would have to dispute it with the credit agencies. I have since turned off my credit builder card with a balance of {$0.00}. I then googled if anyone else had a similar problem with Chime. I found that this problem has been happening for years and has yet to be corrected by anyone.","date_sent_to_company":"2024-04-09T20:00:12.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"600XX","tags":null,"has_narrative":true,"complaint_id":"8735665","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Chime Financial Inc","date_received":"2024-04-09T19:34:02.000Z","state":"IL","company_public_response":null,"sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["I have a credit building <em>card</em> through Chime, XXXX XXXX XXXX XXXX The Chime credit building <em>card</em> is a <em>pre-paid</em> <em>card</em> that can only have a negative balance of a maximum of {$50.00}. On XX/XX/XXXX I <em>transferred</em> {$250.00} from my Chime checking account to my credit builder <em>card</em> account. I paid a storage unit payment on XX/XX/XXXX for a total of {$200.00}. On XX/XX/XXXX I made multiple <em>purchases</em> through XXXX for {$50.00}."]},"sort":[19.137571,"8735665"]},{"_index":"complaint-public-v1","_id":"8735592","_score":19.137571,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I have a credit building card through XXXXXXXX XXXX XXXX XXXXXXXX XXXX The XXXXXXXX XXXX building card is a pre-paid card that can only have a negative balance of a maximum of {$50.00}. On XX/XX/XXXX I transferred {$250.00} from my XXXX checking account to my credit builder card account. I paid a storage unit payment on XX/XX/XXXX for a total of {$200.00}. On XX/XX/XXXX I made multiple purchases through XXXX for {$50.00}. At this point, my XXXX XXXX account had a negative balance of less than {$1.00}. On XX/XX/XXXX I received an email from XXXX XXXX that said my credit was impacted and my credit score went down. When I checked my XXXX XXXX account it showed that XXXX reported my credit builder account had a negative balance of - {$230.00}. After looking into my accounts I disputed the balance in XXXX XXXX. Today XX/XX/XXXX, I contacted XXXX to find out why my XXXX XXXX account reported a negative balance. They told me that it was how the credit agencies interpret XXXX  reports and i would have to dispute it with the credit agencies. I have since turned off my XXXX XXXX card with a balance of {$0.00}. I then XXXX  if anyone else had a similar problem with XXXX. I found that this problem has been happening for years and has yet to be corrected by anyone.","date_sent_to_company":"2024-04-09T20:00:30.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"600XX","tags":null,"has_narrative":true,"complaint_id":"8735592","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"TRANSUNION INTERMEDIATE HOLDINGS, INC.","date_received":"2024-04-09T20:00:28.000Z","state":"IL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["I have a credit building <em>card</em> through XXXXXXXX XXXX XXXX XXXXXXXX XXXX The XXXXXXXX XXXX building <em>card</em> is a <em>pre-paid</em> <em>card</em> that can only have a negative balance of a maximum of {$50.00}. On XX/XX/XXXX I <em>transferred</em> {$250.00} from my XXXX checking account to my credit builder <em>card</em> account. I paid a storage unit payment on XX/XX/XXXX for a total of {$200.00}. On XX/XX/XXXX I made multiple <em>purchases</em> through XXXX for {$50.00}."]},"sort":[19.137571,"8735592"]},{"_index":"complaint-public-v1","_id":"8733350","_score":19.137571,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I have a credit building card through XXXX, XXXX Bank XXXX XXXX The XXXX credit building card is a pre-paid card that can only have a negative balance of a maximum of {$50.00}. On XX/XX/XXXX I transferred {$250.00} from my XXXX  checking account to my credit builder card account. I paid a storage unit payment on XX/XX/XXXX for a total of {$200.00}. On XX/XX/XXXX I made multiple purchases through XXXX for {$50.00}. At this point, my credit builder account had a negative balance of less than {$1.00}. On XX/XX/XXXX I received an email from XXXX XXXX that said my credit was impacted and my credit score went down. When I checked my XXXX XXXX account it showed that XXXX reported my credit builder account had a negative balance of - {$230.00}. After looking into my accounts I disputed the balance in XXXX XXXX. Today XX/XX/XXXX, I contacted XXXX to find out why my credit builder account reported a negative balance. They told me that it was how the credit agencies interpret XXXX reports and i would have to dispute it with the credit agencies. I have since turned off my credit builder card with a balance of {$0.00}. I then XXXX  if anyone else had a similar problem with XXXX. I found that this problem has been happening for years and has yet to be corrected by anyone.","date_sent_to_company":"2024-04-09T20:00:30.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"600XX","tags":null,"has_narrative":true,"complaint_id":"8733350","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2024-04-09T20:00:28.000Z","state":"IL","company_public_response":null,"sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["I have a credit building <em>card</em> through XXXX, XXXX Bank XXXX XXXX The XXXX credit building <em>card</em> is a <em>pre-paid</em> <em>card</em> that can only have a negative balance of a maximum of {$50.00}. On XX/XX/XXXX I <em>transferred</em> {$250.00} from my XXXX  checking account to my credit builder <em>card</em> account. I paid a storage unit payment on XX/XX/XXXX for a total of {$200.00}. On XX/XX/XXXX I made multiple <em>purchases</em> through XXXX for {$50.00}."]},"sort":[19.137571,"8733350"]},{"_index":"complaint-public-v1","_id":"3720268","_score":18.853085,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I purchases a {$100.00} Reloadit  pack from XXXX XXXX XXXX XXXX and tried to load funds to my prepaid XXXX card. The Reloadit requires me to open a \" digital vault '' with them and transfering funds to vault before loading onto my prepaid card. Well the thing is the company software doesn't work on tablets or smart phones .... ok. So I went to the library and the company software didn't like that it was a public computer. I call Blackhawk Network and they say I'm just not using XXXX   correctly. \n\nSo the reload packs are really easy and convenient as long as you have a desk top computer running only the latest XXXX. They refuse to refund my money even though the card was unopened and they have all my info. They will not issue a refund unless I give them copies of my ID, copies my mailing address, pictures of my mail, pictures of my ID card front and back, and selfie pics. I'm not making this up, they are holding my funds hostage unless I provide enough info to setup fraudulent online accounts in my name with no problem. This company has not attempted to update anything in the last 5 years to allow use of a tablet, mobile or XXXX  device. They refuse to help open a digital vault. They will not do anything without me sending them pics of mail for address verification, pics of state ID and selfie pic. That's more than enough info for somebody to fraudulently trade crypto currency under my name. Never before has a company refused to refund my money unless I gave them sensitive personal info. These guys are a scam and somehow they are allowed to operate across the country taking people 's money with no intention of providing the advertised service. Fraudsters.","date_sent_to_company":"2020-07-07T15:31:30.000Z","issue":"Trouble using the card","sub_product":"General-purpose prepaid card","zip_code":"82601","tags":"Servicemember","has_narrative":true,"complaint_id":"3720268","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Blackhawk Network Holdings Inc.","date_received":"2020-06-28T11:57:48.000Z","state":"WY","company_public_response":null,"sub_issue":"Problem adding money"},"highlight":{"complaint_what_happened":["I <em>purchases</em> a {$100.00} Reloadit  pack from XXXX XXXX XXXX XXXX and tried to load funds to my <em>prepaid</em> XXXX <em>card</em>. The Reloadit requires me to open a \" digital vault '' with them and <em>transfering</em> funds to vault before loading onto my <em>prepaid</em> <em>card</em>. Well the thing is the company software doesn't work on tablets or smart phones .... ok. So I went to the library and the company software didn't like that it was a public computer."],"product":["Credit <em>card</em> or <em>prepaid</em> <em>card</em>"],"issue":["Trouble using the <em>card</em>"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["<em>Problem</em> adding money"]},"sort":[18.853085,"3720268"]},{"_index":"complaint-public-v1","_id":"4021654","_score":18.822483,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/2020 I tried using my prepaid debit card ( unemployment benefits card ) to make a purchase, I was given the message insufficient funds, I immediately checked my account knowing I had just been paid by Nevada unemployment that morning. My account showed a withdrawal of {$980.00} from XXXX XXXX XXXX. I immediately called BofA who my prepaid card is through to report this unauthorized transaction, the representative immediately closed that card and reissued me a new one and transferred me over to the fraud division. I was on the phone with the representative of BofA fraud division for almost 30 minutes going over what happened and what I needed to do from that point forward. I complied with everything they asked me to do including filing a police report just to find out 2 days later they closed my claim on getting reinstated back my funds. I've have since called 4 times in a 2 week period inquiring on the staus just to be told it would be escalated and to this date nothing. I have read and researched this problem that XXXX people have had the same issue and 99 % of the ones I've spoke to have yet to get any help from Bank of America getting back. Now yesterday XX/XX/2020 I went to make a withdrawal from a BofA atm and it states my account is frozen with {$470.00} in the account. I called BofA again they said it was frozen by XXXX which I can't get through to. I can't get any correct information from BofA as to why they can see my funds but can't give them to me with all the proper identification. PLEASE HELP ME, IT'S THE ONLY FUNDS I HAVE TO SURVIVE","date_sent_to_company":"2020-12-19T17:49:06.000Z","issue":"Unexpected or other fees","sub_product":"Government benefit card","zip_code":"89123","tags":"Servicemember","has_narrative":true,"complaint_id":"4021654","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2020-12-19T17:14:45.000Z","state":"NV","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["On XX/XX/2020 I tried using my <em>prepaid</em> debit <em>card</em> ( unemployment benefits <em>card</em> ) to make a <em>purchase</em>, I was given the message insufficient funds, I immediately checked my account knowing I had just been paid by Nevada unemployment that morning. My account showed a withdrawal of {$980.00} from XXXX XXXX XXXX."],"product":["Credit <em>card</em> or <em>prepaid</em> <em>card</em>"],"sub_product":["Government benefit <em>card</em>"]},"sort":[18.822483,"4021654"]},{"_index":"complaint-public-v1","_id":"8157462","_score":17.91322,"_source":{"product":"Prepaid card","complaint_what_happened":"This is a recurring problem. Once again, I won a small amount ( {$100.00} ) through an online app from the Arizona XXXX. The cash prize is awarded in the form of a Vanilla VISA gift card. When I would win these a little more than a year ago, I was able to use the entirety of the cash on the card by converting it into an XXXX gift card. Over the past year, you will be able to find many people on XXXX and elsewhere online complaining that these gift cards have become useless online. You can't use them on XXXX, full stop, let alone use them to purchase an XXXX gift card. You can't send the money ( after a fee ) via XXXX. You can't transfer it to your bank account ( after a fee ) through XXXX. There are tips online about adding a Zip code to your prepaid gift card so you can use it with XXXX, but for me at least, there is no option on the Vanilla website to set up my ZIP code. It feels like the business model of these companies is similar to the heist at the end of the movie XXXX XXXX : Take a little money from a XXXX jar, and nobody will notice, but take money from many XXXX jars, and it adds up to a lot. They are presumably collecting interest on all of these accounts that are collectively worth more to them than it is worth the time individually for all us of poor saps to track down our mere XXXX bucks. It's a scam and I would just like them to give me my money.","date_sent_to_company":"2024-01-12T21:23:28.000Z","issue":"Trouble using the card","sub_product":"General-purpose prepaid card","zip_code":"50266","tags":null,"has_narrative":true,"complaint_id":"8157462","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Incomm Holdings Inc.","date_received":"2024-01-12T21:10:45.000Z","state":"IA","company_public_response":null,"sub_issue":"Trouble using the card to spend money in a store or online"},"highlight":{"complaint_what_happened":["You can't use them on XXXX, full stop, let alone use them to <em>purchase</em> an XXXX gift <em>card</em>. You can't send the money ( after a fee ) via XXXX. You can't <em>transfer</em> it to your bank account ( after a fee ) through XXXX. There are tips online about adding a Zip code to your <em>prepaid</em> gift <em>card</em> so you can use it with XXXX, but for me at least, there is no option on the Vanilla website to set up my ZIP code."],"product":["<em>Prepaid</em> <em>card</em>"],"issue":["Trouble using the <em>card</em>"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["Trouble using the <em>card</em> to spend money in a store or online"]},"sort":[17.91322,"8157462"]},{"_index":"complaint-public-v1","_id":"6361829","_score":17.772594,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Hello, I have been having more consistent problems for some reason. You may have to read all of this email and previous sent emails to somewhat understand what I have been going through, just with this. On my American Express Serve debit card, there is a \" Cash Pickup powered by Ria '' feature that I have been unable to use for some reason. Serve claims that this feature is available to all Serve cardholders that have verified their email. I am also unable to add an email to my account for some reason and get an error. Over the XXXX I somehow lost my XXXX XXXX card and had to use the Serve instant debit card transfer option to add money, which has a {$200.00} limit, to my Serve account so that I could use a ATM. This feature mysteriously stopped working for me after a few times, and only gives me an error message every time I try. \n\nI had the idea to transfer all of my money out of Serve onto my XXXX XXXX XXXX XXXX. Then I found out just XXXX  that I can't buy money orders with my XXXX XXXX XXXX for some reason : XXXX XXXX XXXX So then I find that what I guess is the only solution, to close the XXXX XXXX XXXX that I have also had for some time and pick up the cash at XXXX which would close the card. I have had my Serve card and account since XXXX. It has expired and I just received a new one. \n\n\nXXXX XXXX XXXX My current Serve balance is {$2900.00} and it still won't let me do the XXXX XXXX XXXX for {$2500.00} which is the limit. I have contacted XXXX, and tried to do the bank transfer with them, but they locked my account and have been waiting for days for any help with this. They claimed it was rejected because of ID verification, and I sent them all of it. My photo ID front and back, a picture of me holding it, a picture of a recently delivered item from XXXX, a picture of the shipping label that I purchased, screenshots of my Serve account. But I am still unable to log in and am still waiting on their customer service. \n\nAnd was told here : XXXX XXXX XXXX, XXXX regards to purchasing a money order at the local XXXX XXXX. \n\nIf the American Express card you are using is a bank debit card then yes you can use either debit or cash to purchase a money order \" And from XXXX XXXX XXXX XXXX XXXX XXXXXXXX \" Yes I have the information from the money order help pages. I am trying to make sure my payment cards will work in the store. \n\nDoes it matter if it is a prepaid or : normal '' debit card? I have been experiencing some crazy problems every day, trying to get money orders sent for an important transaction that I have to complete involving purchasing money orders and sending them with a XXXX XXXXXXXX XXXX XXXX envelope that I purchased. \" They responded : \" Recently you requested personal assistance from XXXX XXXX XXXX. Below is our response and a summary of your request. \nReference # XXXX Response : XX/XX/XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX Hello XXXX XXXX Thank you for contacting back to us. \n\nXXXX, do not worry you can purchase money orders from store through your debit card whether it is prepaid or a normal debit card. \n\nIf you have additional questions, please reply to this email and I'll be more than happy to assist. \n\nTake care- and I wish continued health and safety to you and everyone whom your cherish and XXXX XXXX. \n\nSincerely, XXXX, XXXX XXXX XXXX '' \" Hi, thanks I was just wondering if my debit card will work in-store to purchase a money order? I have an American Express Serve debit card, with sufficient funds for what I need, but have been getting declined for some reason trying to purchase money orders at the XXXX XXXX, and the supermarket. I contacted Serve customer support and they said that there are no restrictions preventing anything. I was also told by XXXX that it will work if it is a debit card with a pin, which is what it is. If that doesn't work, I have a XXXXXXXX XXXX XXXX too, which is a XXXXXXXX XXXX with the Serve card as the preferred method. \n\nThanks, XXXX '' \" I recently tried to purchase money orders at the XXXX XXXX. I gave my mother my American Express Serve debit card to pay with. It says on the website that I can use debit cards, and that American Express is accepted at retail. But, she returned saying that \" it couldn't be done because the person told her that it is a credit card and not a debit card. This is an important purchase for me, it is for a vehicle purchase and seems to be the only way that I can pay the dealer. I also have a deposit on it. I want to be sure that we can go to the XXXX XXXX and purchase the money orders that I need, and the fastest mail with a tracking number, without any more problems for some reason. My card has sufficient funds available. I will try using another XXXX XXXX? She might have went to the XXXX XXXXXXXX XXXX XXXX XXXX, I don't know. \n\nThanks and XXXX XXXX XXXXXXXX XXXX '' Thank you for any assistance, XXXX I need to complete this payment, so I need to be able to purchase money orders with my debit card, which should not be a problem at XXXX or XXXX and I have confimed this with every customer support involved. I tried XXXX XXXX at XXXX, a feature of the Serve card, and it says that they are unable to approve the transaction for some reason. I tried for lesser amounts, XXXX, XXXX, XXXX, but all were unable to be approved. The ATM limit on a Serve card is {$750.00}, and am being left with no choice but to go to the ATM on my bicycle every day and buy the money orders with cash. \n\n\nXXXX Your case has been successfully submitted to XXXX. Your case number is XXXX Your email has been sent. \nThank you for contacting XXXX. Please find your service request number below. You will receive a confirmation email soon. Click Close to return to the Email Us start page. \n\nService Request Number : XXXX My name is XXXX XXXX and I have been trying to make a payment to XXXX XXXX XXXX. I have the payment on my Amex XXXX XXXX XXXX XXXX XXXX ). They sent me their bank info which is XXXX XXXX XXXXXXXX XXXX Name : XXXX XXXX XXXX XXXX. I would like to finish the transfers, instead of mailing money orders. My debit has it's own account and routing numbers, and I have sufficient funds. \n\nI have been having difficulties attempting to purchase money orders. I have contacted each customer service and have been assured that there are no problems and that it should be working, and to try again. \n\nThey said that I can pay the remainder on my vehicle with bank transfer \" Here is our bank info for you to bring to your bank to initiate the transfer. Please be aware our bank will not accept XXXX transfers or on-line bill pay checks. '' I tried to send a XXXX direct to bank transfer, and was declined. The payment is {$2800.00}, and there is a balance of {$2900.00}. \n\nLater contacting XXXX since there is nothing else yet : My name is XXXX XXXX and I have been trying to make a payment to XXXX XXXX XXXX. I have the payment on my Amex XXXX XXXX XXXX XXXX XXXX XXXX. They sent me their bank info which is XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I would like to finish the transfers, instead of mailing money orders. My debit has it's own account and routing numbers, and I have sufficient funds. \nI attempted to do the transfer with XXXX, and it was declined and my account \" locked for security purposes '' while waiting for the bank account verification deposits on my Serve account, and I explained in the email this situation, but have not received any response yet. \nI have been having difficulties attempting to purchase money orders. I have contacted each customer service and have been assured that there are no problems and that it should be working, and to try again. \nThey said that I can pay the remainder on my vehicle with bank transfer \" Here is our bank info for you to bring to your bank to initiate the transfer. Please be aware our bank will not accept XXXX transfers or on-line bill pay checks. '' I tried to send a XXXX direct to bank transfer, and was declined. The payment is {$2800.00}, and there is still a balance of {$2900.00} on my Serve account waiting for me to complete payment. \nI need to complete this payment, so I need to be able to purchase money orders with my debit card, which should not be a problem at XXXX or XXXX and I have confimed this with every customer support involved. I tried XXXX XXXX XXXX at XXXX, a feature of the Serve card, and it says that they are unable to approve the transaction for some reason. I tried for lesser amounts, XXXX, XXXX, XXXX, but all were unable to be approved. The ATM limit on a Serve card is {$750.00}, and am being left with no choice but to go to the ATM on my bicycle every day and buy the money orders with cash, which is really not an acceptable option for me. For just XXXX example, right now it is pouring rain outside. \nXXXX XXXX This is for a vehicle that I have a deposit on and recently purchased most of the parts for. I finally placed the deposit on XXXX, and have been trying to pay the remainder since then, with sufficient funds in my account. \n\nBefore this, I had to withdraw all of the money that I had saved for this with ATM transactions from my XXXX XXXX card, which also kept being declined for some reason, so that I could load the Serve card with the money, so that I could pay for another vehicle, where the seller suddenly backed out after I finally sent {$2800.00} to him with XXXX transactions of {$1500.00}, {$700.00} and {$600.00}. He suddenly refunded my money after informing him that a tower that was trying to set up had backed out and said that he can't take the job after asking if I could pay with XXXX, just because it would be easier, when I had his requested deposit on my Serve card, after trading in all of my video games at XXXX for the money. XXXX of the transactions were immediately refunded and available but the {$600.00} \" was refunded by echeck '' so I had to wait for that to eventually clear back into my Serve card. Avoid XXXX XXXX too, ok. \n\nXX/XX/XXXX Parts delivered to wrong address, XXXXXXXX XXXX  packages with a picture of delivery at a house with a red door. I walked up and down XXXX XXXX and could not find it. There was also some kind of work being down down XXXX XXXXXXXX XXXX XXXX XXXX XXXX A few red front doors but no packages or the wrong XXXX house. There was a knock on my door and was informed that my orders were in front of XXXXXXXX XXXX  house on the corner, and had to go get them. \n\nXXXX XXXXXX/XX/XXXX, I woke up to find XXXX ATM decline charges of XXXX on my Serve account. I am sure that I did not sleep walk to the ATM and that it didn't leave this house when I was sleeping. There are XXXX text messages from Serve.","date_sent_to_company":"2022-12-26T12:12:44.000Z","issue":"Problem with a purchase or transfer","sub_product":"General-purpose prepaid card","zip_code":"117XX","tags":null,"has_narrative":true,"complaint_id":"6361829","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2022-12-26T11:26:59.000Z","state":"NY","company_public_response":null,"sub_issue":"Card company isn't resolving a dispute about a purchase or transfer"},"highlight":{"complaint_what_happened":["And was told here : XXXX XXXX XXXX, XXXX regards to <em>purchasing</em> a money order at the local XXXX XXXX. \n\nIf the American Express <em>card</em> you are using is a bank debit <em>card</em> then yes you can use either debit or cash to <em>purchase</em> a money order \" And from XXXX XXXX XXXX XXXX XXXX XXXXXXXX \" Yes I have the information from the money order help pages. I am trying to make sure my payment cards will work in the store. \n\nDoes it matter if it is a <em>prepaid</em> or : normal '' debit <em>card</em>?"],"product":["Credit <em>card</em> or <em>prepaid</em> <em>card</em>"],"issue":["<em>Problem</em> with a <em>purchase</em> or <em>transfer</em>"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["<em>Card</em> company isn't resolving a dispute about a <em>purchase</em> or <em>transfer</em>"]},"sort":[17.772594,"6361829"]},{"_index":"complaint-public-v1","_id":"5526796","_score":17.69892,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I filed a Complaint : XXXX CLOSED STATUS Submitted to the CFPB on XX/XX/XXXX PRODUCT Credit card or prepaid card ISSUE Problem with a purchase or transfer On XX/XX/XXXX, I was arrested in the parking lot, on an outstanding warrant for a Probation Violation where I was living at the XXXX Motel in XXXX, AZ. All my clothes, hygiene, dog, wallet ( with my Card com card, my XXXX XXXX  card, my XXXX XXXX, my AZ DL, and cash ), laptop, etc. were all in the room at the hotel. I was incarcerated at the XXXX XXXX XXXX from XX/XX/XXXX until XX/XX/XXXX. None of my clothing, hygiene, debit cards or money was at the hotel when I was released on XX/XX/XXXX. When I finally got into my CARD.COM account, there were several transactions from XX/XX/XXXX through XX/XX/XXXX XXXX, XXXX. Since I was incarcerated, with NO access to my cards, my phone, etc. at the time of the charges, there's no way I could have made any of those transactions. I filed a Dispute on XXXX separate occasions with CARD. COM, per their request, with all the required paperwork ( police report, Arrest Report, etc. ). CARD. COM denied my claim. \n\nNEW CLAIM : Card.com paid me {$630.00}, which was for transactions that occurred while I was incarcerated. However, there are still several transactions that occurred while I was incarcerated, that were not reimbursed. There still is an outstanding balance owed to me of {$1000.00}. I was incarcerated from XX/XX/XXXX until XX/XX/XXXX.","date_sent_to_company":"2022-05-02T18:02:32.000Z","issue":"Problem with a purchase or transfer","sub_product":"General-purpose prepaid card","zip_code":"85017","tags":"Servicemember","has_narrative":true,"complaint_id":"5526796","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CARD Corporation","date_received":"2022-05-02T17:49:25.000Z","state":"AZ","company_public_response":null,"sub_issue":"Card company isn't resolving a dispute about a purchase or transfer"},"highlight":{"complaint_what_happened":["I filed a Complaint : XXXX CLOSED STATUS Submitted to the CFPB on XX/XX/XXXX PRODUCT Credit <em>card</em> or <em>prepaid</em> <em>card</em> ISSUE <em>Problem</em> with a <em>purchase</em> or <em>transfer</em> On XX/XX/XXXX, I was arrested in the parking lot, on an outstanding warrant for a Probation Violation where I was living at the XXXX Motel in XXXX, AZ. All my clothes, hygiene, dog, wallet ( with my <em>Card</em> com <em>card</em>, my XXXX XXXX  <em>card</em>, my XXXX XXXX, my AZ DL, and cash ), laptop, etc. were all in the room at the hotel."],"product":["Credit <em>card</em> or <em>prepaid</em> <em>card</em>"],"issue":["<em>Problem</em> with a <em>purchase</em> or <em>transfer</em>"],"company":["<em>CARD</em> Corporation"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["<em>Card</em> company isn't resolving a dispute about a <em>purchase</em> or <em>transfer</em>"]},"sort":[17.69892,"5526796"]},{"_index":"complaint-public-v1","_id":"12487522","_score":17.051111,"_source":{"product":"Prepaid card","complaint_what_happened":"Initially I purchased a prepaid NetSpend debit loaded it and used it a few times when I loaded the app my phone, I had issues being able to access the correct card account due to previous accounts ( cards ) ; with netspend after a call with customer service during which they utilized identify verification questions from credit bureaus, account access was corrected, balance transfered to correct card and after my call with customer service ( same day ) I used the app on my phone to both correct and update personal account information specifically address email and other point of contact information as well as changing passwords and other security related information in an effort to secure my account as I had just fixed it with customer service however this apparently triggered a fraudwork on their end and I was locked out of my account have been unable to successfully verify with NetSpend because of the required documentation they request is not available to me I have been homeless for several months and have had several issues with both receiving mail and getting duplicates of cards and ID such documents that I need however at this point in time they verified my identity according to their own document service and now we're only waiting for a second document for verification of the previous address or current address I have attempted multiple times to correct this information and resolve this problem with him by submitting documents that I have I've been able to do so and I'm locked out of my account information that was necessary on the old account to the new account","date_sent_to_company":"2025-03-14T17:12:19.000Z","issue":"Trouble using the card","sub_product":"General-purpose prepaid card","zip_code":"38133","tags":null,"has_narrative":true,"complaint_id":"12487522","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Netspend Corporation","date_received":"2025-03-14T16:56:08.000Z","state":"TN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trouble getting information about the card"},"highlight":{"complaint_what_happened":["Initially I <em>purchased</em> a <em>prepaid</em> NetSpend debit loaded it and used it a few times when I loaded the app my phone, I had issues being able to access the correct <em>card</em> account due to previous accounts ( cards ) ; with netspend after a call with customer service during which they utilized identify verification questions from credit bureaus, account access was corrected, balance <em>transfered</em> to correct <em>card</em> and after my call with customer service ( same day ) I used the app on my phone to both correct and"],"product":["<em>Prepaid</em> <em>card</em>"],"issue":["Trouble using the <em>card</em>"],"sub_product":["General-purpose <em>prepaid</em> <em>card</em>"],"sub_issue":["Trouble getting information about the <em>card</em>"]},"sort":[17.051111,"12487522"]},{"_index":"complaint-public-v1","_id":"5591186","_score":16.867178,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX I was burglarized in XXXX XXXX while on vacation. Stolen items included my US bank debit card and my US cell phone. When I called US Bank they locked the stolen card and told me that they were sending a replacement to a XXXX address that would have provided the card to me in XXXX XXXX via a mail forwarding service. That was never fast tracked or sent. \n\nThe theft of my US cell phone is important because that number allows account authentication for various things and US Bank was informed that it was stolen and I would not be able to replace it until I returned to the US. I was told this was not a problem as I was able to provide all other verification information. \n\nI called again days later and set up a new request for a card which US Bank again told me it was on the way. That also was never fast tracked or sent. \n\nI called a third employee identified as a manager who took a new address to send a replacement card priority and that employee never sent the card to the address provided. \n\nFinally I called again on XX/XX/XXXX and was told by the manager that most of the things that the previous employees had promised to do were things they were not able to do due to security concerns. \n\nAs a result I have spent 10 days trapped in XXXX XXXX with no access to my money while waiting for US Bank to provide the cards they promised. \n\nTodays conversation with what is now my fifth US Bank customer service rep was condescending and in my opinion untruthful. It is clear that US Bank has failed to clearly, accurately and fully disclose all information around the services and products they provide to me. \n\nHad the bank from the start told me that there were any issues issuing me a new card while I was abroad I wouldve pursued other options. \n\nWaiting 10 days for the promised replacement cards has had a substantial negative impact on me, my finances in my ability to do my job. \n\nThe problem is exacerbated by the fact that I am having to call on a prepaid cell phone I was forced to purchase down here and continually load the XXXX. Constantly getting put on hold or transferred to somebody else who I then have to refresh the story with is unacceptable under the circumstances.","date_sent_to_company":"2022-05-21T10:01:15.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"27604","tags":null,"has_narrative":true,"complaint_id":"5591186","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2022-05-21T09:26:52.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["Had the bank from the start told me that there were any issues issuing me a new <em>card</em> while I was abroad I wouldve pursued other options. \n\nWaiting 10 days for the promised replacement cards has had a substantial negative impact on me, my finances in my ability to do my job. \n\nThe <em>problem</em> is exacerbated by the fact that I am having to call on a <em>prepaid</em> cell phone I was forced to <em>purchase</em> down here and continually load the XXXX."],"sub_issue":["<em>Problem</em> using a debit or ATM <em>card</em>"]},"sort":[16.867178,"5591186"]},{"_index":"complaint-public-v1","_id":"8441179","_score":16.493313,"_source":{"product":"Credit card","complaint_what_happened":"To whom it may concern : I signed up for the Amex XXXX XXXX card on XX/XX/XXXX. The welcome bonus for the card required spending {$10000.00} over 3 months to receive a bonus of XXXX Membership Rewards points. I confirmed via Amex XXXX that the due date to complete the spending requirement was by end of day XX/XX/XXXX. I completed this spending requirement but did not receive the welcome bonus. \n\nWhen I contacted Amex via XXXX regarding the bonus, the agent stated that IRS tax payments do not count. This is the specific message sent by the chat agent : \" I appreciate your patience. \nI've checked your account and see that as a welcome bonus offer, you can earn XXXX Membership Rewards points after {$10000.00} or more eligible purchases are made on the card within the first 3 months of XXXX XXXX. \nPlease note that Eligible purchases are purchases for goods and services minus returns and other credits. \nEligible purchases do NOT include fees or interest charges, balance transfers, cash advances, purchases of travelers checks, purchases or reloading of prepaid cards, or purchases of other cash equivalents. \nI can see that you've a charge made to US TREASURY TAX PAYMENT which is not an eligible charge for welcome bonus. '' However, I have done research and the tax payment DOES count for welcome bonus spending as it is NOT a cash equivalent, it is a bill. The chat agent would not help me anymore so I called in a few days later to speak to a phone agent. \n\nThe phone agent gave me completely different information ; they claimed that the tax payment DID count but the problem was a payment I made to a contractor ( XXXX XXXX XXXX ) which was processed via XXXX. This was a purchase of Goods & Services, it was payment for construction of a block wall. The payment was made on XX/XX/XXXX for the amount of {$4500.00} to XXXX XXXX XXXX. \n\nThis agent also could not help me any further so I asked to speak to a supervisor. The supervisor said they could see that the payment via XXXX was for Goods & Services- they could see that it was not a person-to-person payment ( which incurs no fees ). In fact, when you pay via XXXX for Goods & Services there is a XXXX % fee which was around {$130.00} and the supervisor acknowledged that they could see that level of transaction data. They then claimed that this payment to a business for Goods & Services did not count for the welcome bonus spending, even though it was clearly a purchase. \n\nI went over the Terms of Service for the XXXX XXXX  card and there is no mention in any of the contract that I received from Amex which states that payments made for Goods & Services do not count towards the welcome bonus ; on the contrary, as the chat agent stated, the only transactions which do not count are for cash equivalents. As this is clearly not a cash equivalent this is a payment for XXXX XXXX XXXX, which the phone supervisor acknowledged, then this payment should count towards the spending requirement for the welcome bonus.","date_sent_to_company":"2024-02-28T22:41:46.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"General-purpose credit card or charge card","zip_code":"87108","tags":null,"has_narrative":true,"complaint_id":"8441179","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2024-02-28T21:36:00.000Z","state":"NM","company_public_response":null,"sub_issue":"Didn't receive advertised or promotional terms"},"highlight":{"complaint_what_happened":["Eligible <em>purchases</em> do NOT include fees or interest charges, balance <em>transfers</em>, cash advances, <em>purchases</em> of travelers checks, <em>purchases</em> or reloading of <em>prepaid</em> cards, or <em>purchases</em> of other cash equivalents. \nI can see that you've a charge made to US TREASURY TAX PAYMENT which is not an eligible charge for welcome bonus. '' However, I have done research and the tax payment DOES count for welcome bonus spending as it is NOT a cash equivalent, it is a bill."],"product":["Credit <em>card</em>"],"sub_product":["General-purpose credit <em>card</em> or charge <em>card</em>"]},"sort":[16.493313,"8441179"]},{"_index":"complaint-public-v1","_id":"7789650","_score":15.860691,"_source":{"product":"Prepaid card","complaint_what_happened":"*On XX/XX/XXXX, I purchased a {$500.00} VISA gift card at XXXX XXXX I paid a total of {$500.00}. Immediately after, I made a {$12.00} pharmacy purchase and a {$10.00} grocery purchase at XXXX using the card. Approximately three hours later, I called the number on the back of the card XXXX ( XXXX ) to check the balance. I was connected to a live Rep, not an auto-system with my balance. My balance was correct at XXXX. However, the Rep advised that a \" fraud alert '' was placed on my card. Why? The Rep said \" it just happens '' or something very close to that. To unfreeze my card, the Rep said I would need to send a copy of the front and back of my driver 's license. I asked why, the Rep said it was the only way to lift the hold on my card. I was not comfortable sending my personal info... this company does not know who purchased the card, so why would they need my ID info??? I ended the call. \nXXXX XX/XX/XXXX, I called XXXX XXXX XXXX on my Activation Status Receipt I received when I purchased the card. Of course, they were only able to confirm that the card was activated for {$500.00}. \n*Next on XX/XX/XXXX, I called the XXXX XXXX XXXX XXXX XXXX XXXX to ask if this practice was the norm. The person I spoke with advised that they also would be concerned about giving my ID. I was advised to call XXXX directly at XXXX. \n*Next on XX/XX/XXXX, I phoned XXXX at the number above and explained the situation. The young man I spoke with said he would transfer my call. But, he sent me right back to who I believe is the same group I spoke with when I called the number on the back of the gift card. The name given on the transfer was \" XXXX XXXXXXXX XXXX XXXX XXXX. '' XXXX XXXX XXXX the person I spoke with confirmed what I was told on XX/XX/XXXX about unfreezing my card. She said I would need to upload copies of the front and back of my gov-issued ID to the web address on back of the gift card ( www.prepaidgiftbalance.com ) or fax to XXXX. She said it would take 7 to 14 days to issue a new card ; and my new card with {$470.00} would come by mail. She said they needed my ID so the card could be issued in my name. I asked for a case number and was adv they do not assign case numbers. I asked how they would match up my ID with my card, since they don't even know my name. She said they would know??? I did not send my ID. \n*Today, XX/XX/XXXX, I went back to XXXX Customer Service Desk to attempt to purchase a money order for the balance on my gift card, {$470.00}. However, I received a \" not authorized '' message when I swiped my gift card. Same thing trying to make a small purchase and trying to just take cash back. \n*Next on XX/XX/XXXX, I called the XXXX Fraud Watch Network XXXX. The person I spoke with also expressed concern in giving my ID. She suggested I contact your organization ( Consumer Financial Protection Bureau ) at consumerfinance.gov. \n*I have done all I know to do to resolve this issue... short of sending copies of my ID. But, I am concerned about providing that info as I do not know \" why '' they need it in the first place. I did not fill out a form with personal info when I made the anonymous purchase. I am concerned someone will use my info for other purposes. Also, why was a fraud alert put on the card on the first place??? Now, even if they issue a new card, I assume it will come with a fee... I understand the only fee-free card is an expired card replacement. And why the fraud alert??? I purchased at XXXX ; I made two purchases at XXXX within minutes of buying the gift card. And three hours later, I learn they put a fraud alert on my card and froze my card... keeping my {$470.00} balance. \n**I want the company to immediately unfreeze my gift card that I purchased with my money. This card was to be used to purchase my groceries, my medication, pay XXXX XXXX, buy gasoline, and pay for an oil change and tire rotation on my car for the next four weeks. I have given gift cards in the past for birthdays and XXXX. However, I will never, ever purchase another XXXX gift card. If these gift cards are managed by a third party, and not by XXXX, there should be a prominent notice on the front of the gift card package advising that. This company 's action has unnecessarily caused me extremely stress. \n( When researching VISA gift cards online, I did not see any complaints. Afterwards, giving specific details of the issue I am dealing with, I saw others experienced very similar problems with VISA prepaid cards. ) **THANK YOU, THANK YOU FOR ANY HELP!!!","date_sent_to_company":"2023-11-01T14:15:14.000Z","issue":"Trouble using the card","sub_product":"General-purpose prepaid card","zip_code":"30701","tags":"Older American","has_narrative":true,"complaint_id":"7789650","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2023-10-19T16:17:12.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trouble using the card to pay a bill"},"highlight":{"complaint_what_happened":["Afterwards, giving specific details of the issue I am dealing with, I saw others experienced very similar <em>problems</em> with VISA <em>prepaid</em> cards. ) **THANK YOU, THANK YOU FOR ANY 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