Product: Credit card or prepaid card

My XXXX year old son received a XXXX XXXX pay card from his employer before we could get his direct deposit set up into his already-existing bank account. He left the funds on the card to be used at a later date ( because transferring the balance from the paycard to his bank account included a fee he wasn't willing to pay ). 

On XX/XX/2018, he received a letter in the mail dated XX/XX/2018 indicating his account was being upgraded to a premium account and that they needed additional information to verify his identity as part of the Patriot Act. The letter indicated he had 10 calendar days from the date of the letter to provide the information. The letter was received in our mailbox on day 9 - a Friday. 

Later that evening, we went to the ATM machine to draw out his money and would then cancel his card. Unfortunately, they had already blocked his card and he was not able to get any of his funds. The ATM instructed us to contact the number on the card, which we did that same evening. 

First, there was the 5 step runaround process for their customer service to talk to me - even as the mother of a minor. They had to physically speak with him, verify his name, address, phone number and email and then send him a text with a code to be relayed back. 

The short version is the documentation required we are not willing to provide - in the interest of protecting my son from potential identity theft. The other forms of identification accepted are not documents that a XXXX-year old who lives at home and has no bills in his name would have. After insisting to speak to a supervisor ( and being told none were available ), I waited on the line several minutes for one to become available to tell me the only other option was to request the account be closed in writing, including the account number, name, address and with a signature. This supervisor gave me the email address in which to submit the request. She told me the check would be received within 7-10 business days. 

On XXXX, the request to cancel the account with the required documentation was sent via email. There was an attached picture of the hand-written request to cancel the account, with the account number, address, signature and a picture of his paycard. There was no response. 

on XX/XX/XXXX at XXXXXXXX XXXX Eastern time, the original email with attachment was forwarded back to the same email given indicating a confirmation of receiving the request had not been received and to please respond as to when the check would be received. Again, no response. 

On XX/XX/XXXX at XXXXXXXX XXXX Eastern time, again the original email, the second request were forwarded along with a third request asking for response that they've received the messages and when to expect the check in the mail. Again, no response. 

On XX/XX/XXXX, I called the customer service number again, went through the steps so they'd talk to me again ( even though they had it noted on the account from the previous call ). The rep indicated they never received the requests. She asked for the email the requests were sent and when I provided it ( based on what their supervisor had told me from the XXXX call ), she told me that was the incorrect email. She put me on hold for several minutes to come back and say they " found '' the request and that they would begin the process that day, but would be 15 business days for my son to receive his check. I was furious - I told her it was not acceptable because of their error in providing me the proper email and steps to cancel the account, for my son to wait additional time for his money. I then insisted on speaking to a supervisor. I was placed on hold for at least 10 minutes and when the " supervisor '' came on the line, she mysteriously sounded just like the rep I had been talking to. I'll admit, I was not nice - not belligerent, but not nice at all. I told her it was her job to make it right and it wasn't my fault they were inept at doing their job. I asked to speak with higher level management, but was told that they all leave at XXXX XXXX Central Time. ( My call started at XXXX Central time and by now it's already after XXXX ). I asked for a direct number to call back today and was told a number didn't exist. ( I told her I felt sure each of them have a phone sitting on their desk ) After much heated back and forth, there was no resolution. I told her I'd be reaching out to their executives and an attorney. A friend suggested I file this complaint as well.