Consumer complaint received 2018-11-07
Company: CARD Corporation
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Unexpected or other fees

Complaint:
I have switched from a typical bank account to a prepaid card to handle my direct deposit, to prevent overdraft fees. Currently Card.com handles my direct deposit these days. On XX/XX/2018, I noticed a few emails saying a few of my auto drafts had be declined do to insufficient funds. Decided to check my balance to find that I had a charge of {$51.00} from a pizza restaurant in XXXX. Card.com does not offer customer support on weekends. So I had to wait til Monday XX/XX/2018 to call and dispute the charge. I talked with the first agent at card.com to find out what was going on. I knew from the beginning of the call that the customer service would not be a good experience. Long story short, the agent told me that it was a mistake on the company 's part and I would receive the amount back to my account within a few minutes. I asked the agent twice, with each time he started with a long 'um ' and confirmed that I had nothing to worry about. Something just didn't seem right, as I told the agent I am not trusting what you are saying. 

I don't know about anybody else, but it's very disconcerting to have your bank just make errors like these, just randomly taking your money out of your account and sending it to another party by mistake. So about an hour later, I decided to check my balance again, due to not believing the first agent at CARD.com that helped me. The money was still not back into my account. 

I called back! At this point I was extremely heated that the agent would lie so easily, as I can tell that their customer service management team lets a lot of things though for someone to flat out lie like that without worrying about losing their job. I was finally over to the dispute department, and a 2nd lady went through the correct process for the dispute based on their company policy. I then asked if I could speak to a supervisor to find out why I was lied to by the first agent, so my transaction fee would not be disputed. I spoke with the supervisor, of course you get the basic line of saying they will coach the agent for quality assurance. For him to lie so freely like that, I now do not have faith in Card.com as a whole to handle my finances. I wrote this review because i feel that my transaction will not be disputed properly. As I asked for the agent 's first name from the supervisor. The supervisor failed to provide his first name. Again I have been working in XXXX XXXX for a while, and providing a first name does not offer any legal issues to my knowledge. I didn't even ask for the full name. She just said she can't provide it, which is XXXX. He provided it with no problem as most customer service reps do. Just shady all around experience, and I believe I may not get my fraud transaction back at this point. 

If I did not have the wherewithal to call back and get a second agent/opinion, my money would just have been stolen from me that easily. Being a former XXXX XXXX for a large company 's XXXX XXXX, I can almost detect when a call center worker is unsure or saying something wrong. The average customer may not have that experience and accept the first thing an agent says. Thats why its always important to call back again if something doesn't sound right. Sometimes you get 5 different answers with companies when you call back 5 different times. 

To whom is reading this review ... ... .Always check your balance, even when you are doing low activity with your account. Always call back again if you feel you did not get the customer service you want or feel that the information is inaccurate.

Company response to consumer: Closed with explanation