Consumer complaint received 2024-01-02
Product: Prepaid card — General-purpose prepaid card
Issue: Unexpected or other fees — 
Company: Newport Intermediate Inc. (CA)

Dear XXXX officers, I had a pre-paid debit card that I received from my previous employer XXXX. XXXX uses a third party company NorthLane that provides this pre-paid card. 

XX/XX/XXXX - I had requested for a replacement card through XXXX XXXX XXXX, since my card had expired on XX/XX/XXXX. 
XX/XX/XXXX - I got an email from Northlane ( CaseID # : XXXX ) that a replacement card has been issued and I will be receiving it within 7-10 business days. Unfortunately, I didnt receive this replacement card. I have USPS informed delivery, and this hasnt been delivered through USPS. 
XX/XX/XXXX - I sent an email to Northlane that I havent received the replacement card XX/XX/XXXX - Received a response from Northlane that their records indicate that the card ending in XXXX was shipped out on XXXX via regular mail and there had been recent transactions on the new card ( 3 transactions done on XX/XX/XXXX in XXXX XXXXXXXX XXXX and XXXX, CA areas , 1 transaction on XXXX XXXXXXXX XXXX and 1 transaction on XX/XX/XXXX XXXX XXXXXXXX XXXX XXXX ). The initial balance was {$100.00} and now it was {$8.00}. Northlane blocked the card and mentioned that they will mail a new card and asked me to file a fraud claim and send the documents via mail to their office. 
XX/XX/XXXX - I sent the fraud claim form via USPS mail ( spent {$4.00} for the mail ) to their office Northlane technologies inc, ATTN prepaid investigations dept, XXXX XXXX XXXX, XXXX, PA- XXXX. 
XX/XX/XXXX - USPS has proof of delivery to their office on XX/XX/XXXX. 
XX/XX/XXXX - I sent a follow up email to Northlane asking for the status of the fraud claim XX/XX/XXXX - I got a response from Northlane that they didnt receive any form from me via mail. 
XX/XX/XXXX - I sent Northlane email with the proof of USPS delivery and asked them to escalate the issue. I didnt receive a response and XX/XX/XXXX - I resent an email on asking for status update. I got a response back on XX/XX/XXXX - that the case has been escalated and they asked me to send the Fraud claim form via email. 
XX/XX/XXXX - I sent the Fraud claim form via email with details that I had not received the card and the transactions were made in places I dont live or visit ( it was done in Steak places, and I am vegetarian ). 
XXXX I sent an email requesting for status update and didnt receive a response. XXXX I again sent an email and then got a response that they didnt receive the fraud claim forms via email. 
XXXX I resent the fraud forms and requested for giving this case a priority and response within 24 hours. Unfortunately, I havent received any response. 
XX/XX/XXXX - I again sent an email requesting for the status and Fraud claim ID. 
XX/XX/XXXX - I resent the email with claim form and requested information. 
XX/XX/XXXX- received a response from Northlane requesting my XXXX Employee ID number. I had earlier shared this information. 
XX/XX/XXXX - Again, resent my XXXX XXXX ID. 
XX/XX/XXXX - I got a response saying they havent received my fraud Claim form. 
XX/XX/XXXX - Sent an email again asking for status. 
XX/XX/XXXX - Got a response back that they acknowledged that they received the claim form and said that this will be transferred to the risk department, and it will take 30-45 days dependent on merchandise response. 
I havent received any information from them after this and I have no other option than requesting help from CFPB. I am now not able to login to their website and not able to check the statement of the card. It looks like they have wiped out all records. Please help me in this issue since this has been dragging for 2 years and it is very tough and frustrating for me to keep up with Northlane with XXXX XXXX children and work. Thank you