Consumer complaint received 2021-11-16
Company: TRANSCARD, LLC
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
XXXX, XXXX XXXX, the card issuer, and Transcard LLC, the card servicer for the XXXX Fuel pre-paid hydrogen fueling card for XXXX XXXX owners have been delinquent in resolving an issue with providing timely and effective access to view transactions, balances, and statements for a card issued to me. I have not been able to access my card transactions, balances, or statements via their online portal for 7 weeks since reporting the issue on XX/XX/2021. They have not offered any alternative solution or workaround. Without this access, I am not able to effectively nor efficiently verify that the transactions I am making have been charged correctly, I am not able to identify potential fraud, bank or network errors, nor am I able to gather financial documents that I have a right to access and store. 

On or about XX/XX/2021 XXXX PT, I reported a lost XXXX XXXX Fuel card to Transcard LLC and requested a replacement card. After receiving the replacement card on or about XX/XX/2021, I attempted to log into the online portal at XXXX XXXX XXXX to review my transactions, balances, and statements but could not, receiving a cryptic error message instead. 

On XX/XX/2021, I attempted to access my transaction history, balances, and statements via the online portal again but could not and continued to receive cryptic error messages. Then at XXXX PT, I called Transcard 's customer service number at XXXX to report the issue and receive assistance. 

The customer service agent I spoke with suggested that I reset my password, which I proceeded to do about XXXX PT while on the phone with the customer service representative. This did not resolve the issue and I informed the agent that it did not help. The agent suggested I send an email with the details of the error message to the customer service email address ( XXXX ). I then sent an email with the details as requested at XXXX PT the same day. 

I received a response the same day XXXX PT that my email had been forwarded to their IT department. 

On XX/XX/2021 at XXXX PT, I sent the 1st follow up email asking for an update on the matter as I was still not able to access the online portal to view my transactions, balances, and statements. I also had not received any communications from Transcard, XXXX, or the issuing bank since their initial email response on XX/XX/2021 XXXX PT. 

On XX/XX/2021 at XXXX PT, I sent a 2nd follow up email asking for an update as I had not received any response to my 1st follow up email and I was still not able to access the online portal to view my transactions, balances, and statements. Customer service responded XXXX PT indicating they were aware of the issue and were working quickly to resolve it. 

On XX/XX/2021 at XXXX PT, I sent a 3rd follow up email asking for an update and an expected date for resolution as I had not received any response to my 1st follow up email and I was still not able to access the online portal to view my transactions, balances, and statements. Customer service responded that they could not provide an expected date of resolution and that the issue was being worked on.

Company response to consumer: Closed with explanation