Consumer complaint received 2023-12-11
Company: Newport Intermediate Inc.
State: AZ
Product: Prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble closing card

Complaint:
The company I work for provides benefits/rewards for participating in a health program with a company called XXXX XXXX. We use XXXX XXXX add to log our behaviors such as how much we sleep, how much we walk and by doing this, we are reward. 

After saving up a years worth of points, I converted the points and requested a XXXX gift card. On XX/XX/XXXX, I received the below confirmation and was awarded {$800.00}. 

******** Your e-reward is in progress! 

Here 's the claim code you'll need to use your XXXX XXXX Card USD e-reward. 
XXXX Below are more details about your transaction : Use your e-reward now : Redeem Here Transaction ID : XXXX Amount : {$800.00} USD If you didn't request this e-reward, please contact XXXX. 
*********** XXXX week later my XXXX reward card arrived at my residence. I received {$790.00} reward card. The card number is XXXX. The card came from a company by the name of Prepaid Digital Solutions. The Visa card has a XXXX and a website URL prepaidcardstatus.com What I failed to realize was the Visa reward card was only valid from XXXX XXXX XX/XX/XXXX ( 6 months ). 

I called Prepaid Digital Solutions on XX/XX/XXXX. I provided my Visa Rewards card number to the representative and they explained the card had expired. I told the representative I was still in possession of my rewards card and requested the expired card to be reissued. He told me no it can not. Asked the representative if I can pay a fee to reissue the expired card and he told me no. I asked to speak to a supervisor and he said there is no one that can help me and ended the call. 

On XX/XX/XXXX, I contacted XXXX XXXX about the situation to see if they received the money or could help. Below is the email I got but in summary, they said I have to address my issue with Prepaid Digital Solutions. 

****** XXXX XXXX. ( XXXX XXXX ) XX/XX/XXXX, XXXX EST XXXX XXXX, Thank you for the update! 

A XXXX gift card will be valid for 7 months after it has been activated. However, it is important to know that it will not be automatically activated once redeemed from a XXXX XXXX account. You will only receive a gift card confirmation email with instructions on how to redeem and activate your XXXX gift card. 

Please note that once you redeem your XXXX as a XXXX gift card, the token in the email confirmation will be valid for 60 days. If you did not redeem your card within those 60 days, you will need to contact Prepaid Digital Solutions and they might be able to extend the token for another 60 days. In case you do not activate your XXXX card within those 60 days ( 120 days from the redemption of XXXX in your VP account ), unfortunately, the card is lost. 

If you already contacted XXXX and they were not able to assist, then unfortunately we can not do anything from our end as we only have access to the redemption email. It appears the token within the email ( which was valid for 60 days ) has expired and was not extended, so we do not have any options to further assist here. 

We sincerely apologize for this inconvenience, we only wish there was more we can do. 

If you have additional questions or concerns, please let us know. 

Hope you have a wonderful day! 
**************** I feel this was a predatory act by Prepaid Digital Solutions because I received no communication my card was about to expire. There was {$790.00} on my money and they are refusing to work with me.

Company response to consumer: Closed with monetary relief