Consumer complaint received 2023-09-24
Company: Newport Intermediate Inc.
State: NC
Product: Prepaid card
Sub-product: General-purpose prepaid card
Issue: Trouble using the card
Sub-issue: Trouble getting information about the card

Complaint:
The XXXX XXXX XXXX XXXX ( " XXXX '' ) agreed in writing that they overcharged me by {$170.00}. XXXX sent a prepaid debit card by mail which is not able to be activated to avoid repaying their debts to consumers. 

*Background : I was renting property in XXXX XXXX Oklahoma from XXXX. During this time, I regularly made payments to XXXX XXXX XXXX XXXX XXXX, the electrical service provider for the region. The XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX  XXXX " XXXX '' ), is the parent company to XXXX XXXX XXXX XXXX XXXX. XXXX agreed in writing that there was an overpayment of {$170.00} on my account which would be credited back to me in the form of a prepaid debit card. 

I received a prepaid debit card for XXXX account ending in XXXX in the amount of {$170.00}, card number ending in XXXX with an expiration date of XX/XX/23. 

Upon receiving the card, I attempted to activate the prepaid debit card in accordance with the information adhered to the front of the card ( " sticker '' ). The sticker reads : " Your card requires activation prior to use. 
To activate and obtain a PIN : XXXX XXXX or Call XXXX or Download the North Lane Mobile App from your app store '' *Website Activation of repayment prepaid card may be intentionally designed to fail, despite holding the funds in trust for consumers as repayment Upon visiting XXXX, the website requires the user to input " the 16 digit number on the front of the card '' and the security code found on the back of the card. I correctly input the requested numbers and a message written in red letters read " We are not able to validate the information provided. Please try again. '' *Telephone activation of repayment prepaid card may be intentionally designed to fail, despite holding the funds in trust for consumers Next, I called XXXX where I was once again asked to provide the 16 digit numerical sequence on the front of the card ending in XXXX. I correctly input the 16 digit numerical sequence on the front of the card ending in XXXX. The automated system audibly read the sequence back to me which I was able to confirm. Then, I was informed that the card number was not found in the system administering the prepaid card accounts and my card was not activated. Further, the toll-free number automated activation line informed me audibly that there was nothing for the bank to do before terminating the phone call. 

*North Lane Technologies , Inc. was purchased by Syncapay , Inc. and defunded which may be allowing Syncapay , Inc. to profit from intentionally interfering with prepaid debit cards as a service North Lane Technologies , Incorporated claims that they may be contacted by calling XXXX, by mail at Customer Service XXXX XXXX XXXX, XXXX XXXX PA XXXX, or by email at XXXX. I emailed XXXX a statement of the issues presented in this forum and do not expect a response. North Lane Technologies , inc. was acquired by Syncapay Inc. XXXX XXXX XXXX Chairman and CEO of Syncapay Inc. is quoted as to stating : " The closing of daVinci Payments and North Lane deal unites two XXXX leaders to accelerate digital payment growth through an unparalleled payments platform. '' Thus, the CEO of the company that now owns the responsibilities of North Lane Technologies XXXX inc. knowingly abandoned the trust agreement held for the benefit of consumers that relied on the services of North Lane Technologies , Inc. to function.

Company response to consumer: Closed with monetary relief