Product: Prepaid card

To whom it may concern, XXXX XXXX XXXX XXXX XXXX and the service I am complaining about is called XXXX XXXX This is complicated so bear with me Im going to try to simplify it. So I made a transaction at a merchant for {$6.00} my balance was {$120.00} before the transaction and some change after it the balance was {$110.00} and some change give or take a few cents. The transaction was a mistake I hade it canceled the merchant refunded it.now the issue is the refund was made and it didnt credit back to the balance. It showed in the history credited to the account but not to the balance.

So as a follow up I called the support number through the account app under help and spoke with CSR.

I explained the situation and the CSR replied that it was still pending. I told them that on my account it showed it was posted cause it literally showed posted medicated by it lite up green with plus sign and by clicking it it shows the status was posted not pending. I asked them to please elaborate and they pointed to XXXX other transactions that where made at the same merchant but declined and pending but also unrelated and for different amounts as proof that the refund was pending. 

This is where it gets confusing but I will try to explain. I was in the middle of a shopping order for a customer which was XXXX XXXX for XXXX and I payed with direct card which is my pay card instead of XXXX red card which is their customer card for orders. I did this by mistake which is why it was canceled and refunded I tried to purchase a gallon of milk after which was for me personally for XXXX I was declined twice for no reason trying to make that purchase and those where the tractions that where pending however those where the merchant processing the refund according to the CSR.

The issue is they blatantly lied ignored my protests and released my call without even saying why they where releasing it or giving me any further information I was upset so I just let it go its only {$6.00} so whatever.

Well fast forward to today I called in somehow I got the same CSR she recognized me when I verified my name and email address when I went to answer the security questions she asked me the same ones as before when I called I gave the same answer but she kept asking all of my security questions intentionally drawing out the security verification request one she asked me however I couldnt remember and I said as much despite having answered all her other questions she said that she couldnt proceed with the call and that she would send me an email to change the questions which I was upset but I thought fine Ill just reset them and call back well no she suspended my account pending if verification with no option to reset my security questions flatly renewing me access to my funds without my permission and without even explaining as much she just flat out lied. 

they asked me the security questions which I answered but I added that I couldnt remember exactly what I put in. She then told me that she would send me an email to reset them and hung up on me. I was upset but i thought fine Ill reset them but that was a lie too Because she flat out lied and suspended my entire account pending id verification there was no option to reset my security questions at all.

I am not a lawyer but Im pretty sure its illegal for someone dealing with your money to flat out lie to you and beside to unapologetically refuse to even try to resolve problems their service are causing. On top of all of this I asked to speak with a supervisor multiple times in both of these interactions and was told that they will send me a email to escalate it I did receive the email but its just a link to XXXX calendar no added information no explanation of how to proceed so its just shady and evasive and suspicious. I am already in the process of moving my pay services to another account not provided by this company but meantime Im still stuck with trying to figure out what to do about the money they have tied up in their services. 



Kind Regards, XXXX XXXX XXXX