ComplaintsforOnbe

Prepaid Credit Cards

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Initial Complaint
11/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 10/08/2024, I attempted to make an ATM withdrawal using Onbe's Per Diem card and received an ATM Error. I immediately called the Company to inquire as how to proceed and was told the money would be returned to the card account within 72 hours. I called back on 10/09/2024 and 10/12/2024, to receive the same responses. After the 72 hours had passed, I was then told I needed to file a Dispute Form. Since 10/12/2024, I have sent over 30 faxes to the number provided, have called numerous times, and have sent the Form via Mail with Tracking. Onbe claims they have still not received the form and refuse to take any action on their own card issue. I have confirmation that they have received the Dispute Form. Contacting Onbe via their website "******************" only results in a repeating EMail about how they have not received the required Dispute Form, despite providing them tracking numbers and dates of Fax Transmissions. They will not allow a Dispute Form to be given via Phone or EMail.
Business response
11/21/2024
November 21, 2024

BBB Complaint
Complaint #********

To Whom It May Concern:

North Lane Technologies, as the program manager for prepaid cards issued by Sunrise Banks N.A., Member ****, on behalf of **********, received the complaint number referenced above on November 18, 2024. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.

Per the complaint, on 10/08/2024, the cardholder attempted to make an ATM withdrawal and received an ATM Error. The cardholder immediately called the company to inquire how to proceed and was told the money would be returned to the card within 72 hours. The cardholder called back on 10/09/2024 and 10/12/2024, to receive the same responses. After the 72 hours had passed, the cardholder was then told they needed to file a dispute form. Since 10/12/2024, the cardholder alleges they sent over 30 faxes to the number provided, called numerous times, and sent the form via mail with tracking.

We apologize for the inconvenience. We contacted the cardholder and they submitted the dispute form. The form has been sent to the fraud department and a case number was assigned. The cardholder has been notified via email.

If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.

If the BBB should have any additional questions, please feel free to contact us at the email found below.

Sincerely,

Onbe Compliance Office
***************************************************************
Customer response
11/21/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution WILL BE satisfactory to me, provided that the Dispute Case, # **************** is attended to. Thus far, Onbe and its Compliance team have only supplied a case number and not a resolution after more than 50 days of contact attempts and providing the Department with what they asked for via Certified Mail containing **************** Tracking number provided in initial report which shows Signed Delivery on 11/7/24) after numerous attempts to fax them the forms. If the dispute case shows no sign of progression or communication from Onbe, I hold the right to retract my satisfaction and file another claim and/or re-open this claim as necessary.

Sincerely,

****** *******
Initial Complaint
11/18/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I earned and received a virtual 5$ prepaid mastercard as a part of Newport tobacco products loyalty program. On 11/17/24, after setting up a MyPaymentVault account, I attempted to withdraw the 5$ by adding it to my Cashapp. The transaction to withdraw the 5$ was declined. I then reviewed the MyPaymentVault *** and learned withdrawal was not an option. Unfortunately, I did not remove the prepaid card from my cashapp profile. On 11/18/24, I made an instant withdrawal minus cashapp fees of *****, expecting it to go to my checking account but since the ********************** card was still on my profile, the funds were transferred there. I reviewed the *** again and it explicitly says "This card cant be loaded with your own money". I talked to a ** agent ********* who advised "there's nothing we can do. You have to use the funds on the card." I ended the chat and attempted to pay a utility bill, less than the amount available on the prepaid card, and the transaction was declined. I then tried multiple other merchants to use the funds but all of them were declined. This prompted me to become wary and I began searching and finding negative reviews with similar issues: not being able to use the card, fees draining the balance. I spoke with a cashapp advocate via chat and they advised they were unable to reverse the transfer. I reached out to their chat again, speaking w/ *******, re: a reversal. They also confirmed that the card "does not have access for transfers" but was unable to explain why the transaction depositing funds from my cashapp account was accepted and that they were unable to refund/transfer funds out. The chat agent also suggested I reach out to ******* to inquire about a different form of payment which is illogical as the funds were from myself. I would be fine if the card actually worked as intended but now I would just like the money I mistakenly transferred via a transaction that should not have been approved per the cardholder agreement.
Business response
11/22/2024
November 22, 2024

BBB Complaint
Complaint #********

To Whom It May Concern:

Davinci Payments, as the program manager for prepaid cards issued by ************ N.A., Member ****, on behalf of ***********, received the complaint number referenced above on November 18, 2024. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.

Per the complaint, the cardholder earned and received a virtual $5 prepaid MasterCard as a part of Newport tobacco products loyalty program. On 11/17/24, after setting up an account, the cardholder attempted to withdraw the $5 by adding it to Cashapp. The transaction to withdraw the money was declined. The cardholder then reviewed the MyPaymentVault FAQ and learned withdrawal was not an option. On 11/18/24, the cardholder made an instant withdrawal minus Cashapp fees of $49.12, expecting it to go to their checking account but since the ********************** card was still on their profile, the funds were transferred there.

After reviewing the account, the cardholder transferred the funds via Cashapp on 11/18/24 and was posted to the account on 11/19/24. Cardholder used the funds on the card.

If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.

If the BBB should have any additional questions, please feel free to contact us at the email found below.

Sincerely,

Onbe Compliance Office
***************************************************************
Customer response
11/25/2024

Better Business Bureau:

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

Sincerely,

****** ******
Initial Complaint
11/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was issued 2 cards from this company through their app MyPaymentVault. When I went to use them, they were both expired. I've tried to contact them multiple times, but can never get through to any one. I would like the cards replaced, so I can use them. When these were issued, it was through PrepaidDigitalSolutions, but they've since changed all the websites so it redirects to this new MyPaymentVault. I'm hoping the change is why I can't contact anyone, but since I can't reach anyone, I feel this is the only way left to attempt to reach out. Please replace my cards. I have uploaded photos of both in the supporting documents. Thank you, -**
Business response
11/18/2024
November 18, 2024

BBB Complaint
Complaint #********

To Whom It May Concern:

Davinci Payments, as the program manager for prepaid cards issued by ************ N.A., Member ****, on behalf of Tango, received the complaint number referenced above on November 13, 2024. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.

Per the complaint, the cardholder was issued two cards. When the cardholder went to use them, they had both expired. The cardholder would like the cards replaced so they can use them.

Both virtual cards have been replaced and can be accessed online by the cardholder.

If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.

If the BBB should have any additional questions, please feel free to contact us at the email found below.

Sincerely,

Onbe Compliance Office
***************************************************************
Customer response
11/19/2024

Better Business Bureau:

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

Sincerely,

***** Cork
Initial Complaint
11/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I reported fraud on my card the beginning of September and the card was locked. I called customer service, the representative said I was issued another card that would be to me in ***** business days. I did not receive the card the month of September. I called back the beginning of October to request another card be mailed. To my surprise the representative told me that the first representative never mailed me a card. He told me he would mail me card. Again, I never received a card. Frustration has set in at this point. I just got off the phone with ***** after explaining everything to him he ask me so you want to know where your money is. I said after everything I just said you really just asked me about money. I asked for a supervisor he said theyre all on a call with customers. I asked him how will I know he will have a supervisor call me back and hes not lying like the other people did. ***** said Im not lying. Then ***** sat on the phone in silence and said nothing. I hung up. I have not donated in over two months because I have no active card. A credit was place on the account for the fraud. Why was a credit placed on a card that was locked and FRAUD was reported. Nothing should be happening with the card and my credit should have been placed on new card that I never received. Send me my card and transfer my funds to the new card so I can donate again.
Business response
11/15/2024
November 15, 2024

BBB Complaint
Complaint #********

To Whom It May Concern:

North Lane Technologies, as the program manager for prepaid cards issued by ************* N.A., Member ****, on behalf of **********, received the complaint number referenced above on November 12, 2024. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.

Per the complaint, the cardholder reported fraud on their card in the beginning of September and the card was locked. The cardholder called customer service, and the representative allegedly said another card was issued and would be delivered in ***** business days. The cardholder did not receive the card in September. The cardholder called back at the beginning of October to request another card be mailed and they still have not received a card. The cardholder states a credit was placed on the account for the fraud claim.

We contacted the cardholder to verify the mailing address on file. A new card was issued and sent express to the cardholder. The cardholder was also made aware that the $2.50 fraud credit was added to the reissued card.

If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.

If the BBB should have any additional questions, please feel free to contact us at the email found below.

Sincerely,

Onbe Compliance Office
***************************************************************
Initial Complaint
11/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This is in relations to a recognition card through my employer, *****. The card will not work and it has not worked for quite a while now. I have emailed customer service and Request requested that I get a check. They were able to send me a check for the full amount, twice. I now have a ball left over and Im leaving the company and need to retrieve that money. The card is getting declined no matter where or how I use it. I reached out to come from her service to request a check, they accepted. And then they immediately took it back and said that they will not send me my money.
Business response
11/08/2024
November 8, 2024

BBB Complaint
Complaint #********

To Whom It May Concern:

North Lane Technologies, as the program manager for prepaid cards issued by Sunrise Banks N.A., Member ****, on behalf of *****, received the complaint number referenced above on November 6, 2024. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.

Per the complaint, the cardholder states the ***** card they received from their employer would not work and it has not worked for a while. The cardholder emailed customer service and requested a check. They were able to send the cardholder a check for the full amount, twice. The cardholder has a balance left over and is leaving *****. The cardholder states the card gets declined no matter where or how they use it. The cardholder reached out to customer service to request another check.

We apologize for the inconvenience. A check has been issued and the cardholder has been advised.

If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.

If the BBB should have any additional questions, please feel free to contact us at the email found below.

Sincerely,

Onbe Compliance Office
***************************************************************
Customer response
11/11/2024

Better Business Bureau:

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

Sincerely,

******* ********
Initial Complaint
11/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have reached out to MyPaymentVault about my redemption code for my $100 gift card that I did not redeem yet. It is saying it is expired and I need a new code recreated for me. I have sent multiple emails and get the same response with no resolution. I just want my code reactivated so I am able to redeem my $100 owed to me. I was saving it for christmas shopping.
Business response
11/12/2024
November 12, 2024

BBB Complaint
Complaint #********

To Whom It May Concern:

Davinci Payments, as the program manager for prepaid cards issued by ************ N.A., Member ****, on behalf of Tango, received the complaint number referenced above on November 4, 2024. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.

Per the complaint, the cardholder reached out about a redemption code for a $100 gift card that they had not redeemed yet. The cardholder states the code expired and they sent multiple emails with no resolution to have a new redemption code sent.

The cardholder has been assisted and successfully redeemed the token on November 8, 2024.

If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.

If the BBB should have any additional questions, please feel free to contact us at the email found below.

Sincerely,

Onbe Compliance Office
***************************************************************
Initial Complaint
10/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a "Thank You" promotional debit card in the amount of $100. The card expired on 9/30/24. Called customer service to request a card reissue, as stated on the card, for a fee of $12.95. Was told by ********, a customer service agent, that the account was closed when the card expired, and that the card could not be reissued and the funds were forfeited. Asked to speak to a manager to discuss the card reissue fee eligibility and was told there was no manager available. This is fraudulent, as the card advertises a reissue fee, to reissue an expired card, but does not honor it.
Business response
11/04/2024
November 4, 2024

BBB Complaint
Complaint #********

To Whom It May Concern:

Davinci Payments, as the program manager for prepaid cards issued by ************ N.A., Member ****, on behalf of ******, received the complaint number referenced above on October 29, 2024. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.

Per the complaint, the cardholder received a card in the amount of $100 that expired on 9/30/24. The cardholder called customer service to request a card reissue. The cardholder was told by a customer service agent that the account was closed when the card expired, and that the card could not be reissued, and the funds were forfeited.

The card has been replaced and the complainant was advised that the reissued card would be sent to the original cardholders address.

If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.

If the BBB should have any additional questions, please feel free to contact us at the email found below.

Sincerely,

Onbe Compliance Office
***************************************************************
Customer response
11/08/2024

Better Business Bureau:

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

Sincerely,

***** *****
Initial Complaint
10/25/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have a card issued by North Lane Technologies, ***** an Onbe Company, the card number is ****************. On the card shows it is valid until 10/24. The balance in the card is $9. When I used this card to reload Amazon balance several days ago, I was noted that this card was invalid, so I contacted their customer service by hotline number shows on the card. The answer I got was that because the card had not been used within 6 months, a management fee was charged in May and June of this year. So the balance has already become $0. I am quite dissatisfied with this explanation, so I wrote an email to them to submit a complaint but no response. This is a reissue card, the original card expired in 01/24. I made a purchase by the original card and left $9.6. After this card expired, I tried to contact them to request an extension. When I finally contacted them after a lot of effort and received the new card, it was already April. The balance in card is $9 and validity until 10/24. From the time I applied reissue card until the balance in my card became zero, I was not informed of any management fees that would be charged if I did not use it for 6 months or how much management fees had been charged because I did not use it for 6 months. You know, they didn't deduct all my balance in one go, but at least two or three times. And I dont know why the balance in my original card was $9.6, but the balance in the new card I received was $9, without any explanation as well. Also, even if the management fee will be charged if it is not used for 6 months as their customer service said, it should be calculated from the time I receive the new card or they reissue a new card. How can it be calculated from the last consumption of the old card? So I come here to ask BBB for help. I request to get refund for $9.6
Business response
10/28/2024
October 28, 2024

BBB Complaint
Complaint #********

To Whom It May Concern:

North Lane Technologies, as the program manager for prepaid cards issued by ************* N.A., Member ****, on behalf of P&G, received the complaint number referenced above on October 25, 2024. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.

Per the complaint, the cardholder was issued a card from North Lane Technologies, **** The card shows it is valid until 10/24. When the cardholder used this card to reload an Amazon balance several days ago, it was noted that the card was invalid, so they contacted customer service. The cardholder was advised that because the card had not been used within 6 months, a management fee was charged in May and June of 2024, which reduced the balance to $0. The cardholder was allegedly not informed of any management fees that would be charged if the card was not used for 6 months or how much in management fees had been charged because it was not used for 6 months.

The account maintenance fees have been reversed and a check issued in the amount of $9.60. The cardholder was emailed and advised that a check would be sent.

If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.

If the BBB should have any additional questions, please feel free to contact us at the email found below.

Sincerely,

Onbe Compliance Office
***************************************************************
Customer response
11/03/2024

Better Business Bureau:

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

Sincerely,

******* ***
Initial Complaint
10/25/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I donated plasma 10/23/2024 and was compensated $65 on a north lane mastercard. I used the card at a gas station and on an online game. After these transactions, my balance was $55. I attempted to use on another online game and the transaction was declined. I attempted several other times. I called customer service and was told it was declined for security reasons (unsure what the security reasons were) and I could try my transaction again in an hour. I was told there would not be any decline fees, which are $1 per declined transaction. This happened 10/23/24 around 9:26 PM. I attempted the transaction again at 10:30 and was still declined. I tried a lesser amount and still declined. I attempted to use my card at ***** on 10/24/24 around 5:00 PM and was declined. I called customer service and was told it would be 24 hours before I could use my card again. My balance was still $55. I looked at 2:30 AM and my balance was $45. I had been charged $10 in decline fees. I don't feel I should pay them due to it was no fault of my own for the declines. I called customer service and was told they would not return the fees. I asked for a supervisor and was told there wasn't one available. I just want my money back and I will never use this card again.
Business response
10/29/2024
October 29, 2024

BBB Complaint
Complaint #********

To Whom It May Concern:

North Lane Technologies, as the program manager for prepaid cards issued by Sunrise Banks N.A., Member ****, on behalf of **********, received the complaint number referenced above on October 25, 2024. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.

Per the complaint, the cardholder donated plasma on 10/23/2024 and was compensated $65 on a North Lane card. The cardholder used the card at a gas station and on an online game. After these transactions, the balance was $55. The cardholder attempted to use it on another online game, but the transaction was declined. The cardholder attempted several other times but kept getting declined. The cardholder said they were charged $10 in decline fees. The cardholder called customer service and was told they would not return the fees.

We apologize for the inconvenience. Upon reviewing the account, the cardholder received declines due to fraud rules that were in place. As of October 28, 2024, the decline fees have been reversed and the restrictions have been lifted from the cardholder's account. The cardholder should be able to use their card.

If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.

If the BBB should have any additional questions, please feel free to contact us at the email found below.

Sincerely,

Onbe Compliance Office
***************************************************************
Customer response
10/30/2024

Better Business Bureau:

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

Sincerely,

********* *****
Initial Complaint
10/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing regarding the prepaid card ending in 9659 (Digital Token: C37D-A5ED42-3A4F), which expired in February 2024 with a zero balance. In October 2024, a merchant processed a refund to this card. According to the customer service, the refund was accepted, and the amount was added to the expired card. However, I have been informed that the expired card cannot be reissued.Despite multiple escalations, your team has failed to provide a clear resolution. It is unacceptable that the refund was accepted if there was no intention of allowing access to the funds. I am requesting immediate action to either reissue the prepaid card for the refunded amount or return the funds to me through an alternative method.
Business response
10/24/2024
October 23, 2024

BBB Complaint
Complaint #********

To Whom It May Concern:

Davinci Payments, as the program manager for prepaid cards issued by ************ N.A., Member ****, on behalf of Top Cashback, received the complaint number referenced above on October 22, 2024. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.

Per the complaint, the cardholder is writing regarding a prepaid card, which expired in February 2024. In October 2024, a merchant processed a refund to this card. According to customer service, the refund was accepted, and the amount was added to the expired card. However, the cardholder has been informed that the expired card cannot be reissued. The cardholder is requesting immediate action to either reissue the prepaid card for the refunded amount or return the funds through an alternative method.

The card in question has been replaced. The cardholder can view their latest card details online by referencing their original reward email.

If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.

If the BBB should have any additional questions, please feel free to contact us at the email found below.

Sincerely,

Onbe Compliance Office
***************************************************************
Customer response
10/25/2024

Better Business Bureau:

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

Sincerely,

Xin Ji

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