Consumer complaint received 2024-04-05 00:00:00
Product: Prepaid card — Payroll card
Issue: Trouble using the card — Trouble getting information about the card
Company: Newport Intermediate Inc.

Complaint narrative:
Good day My name is XXXX XXXX XXXX XXXX I was employed by a Cruise line called XXXX and worked onboard their ship called XXXX XXXX in the capacity as a XXXX XXXX ' XXXX from XXXX XX/XX/XXXX until XXXX XX/XX/XXXX. 
My employee number was XXXX My salary for the days worked went on a prepaid XXXX a debit card called XXXX salary @ sea. 
This was handled by a company called XXXX. I was paid my salary which went on the debit card. 
Unfortunately my contract was terminated as I was on probation and I left the vessel with money still on my card. 
I was able to use the card once back home in XXXX and also did a bank transfer just to check it out and it all worked. 
I did not use the card for a couple of months, finally when I used it - I used it in another country XXXX where I went on holiday, I was able to use it twice there but on the XXXX time it was declined. 
I came back to my home country XXXX and I emailed their Help Line- I have sent emails to their help email addresses XXXX They informed me that my account was blocked and asked for my employee number which I provided. 
The help line then said they have forwarded my email to their Risk department and to await a reply Then on the XXXX of XXXX I got a reply and the asked me for a picture of myself holding up my passport which I dutifully sent. additionally, I even sent them a copy of my payslip to prove that I got paid This was their email. 

Dear XXXX XXXX XXXX XXXX, We received a response from our Risk Department concerning the recent escalation regarding your accessing online. A review of your account was completed, and you have been denied. 

Kindly be advised that we are informed that you must provide a selfie holding your passport or ship ID from the email address that you have on file before they can approve. 

We apologize for the inconvenience this delay may cause ; however, your satisfaction and security are our top priority. Please do not hesitate to contact us with additional questions or concerns. 

XXXX XXXX Customer Service XXXX XXXX On the XXXX XXXX XXXX replied to them - explaining my situation Dear North-Lane and XXXX XXXX department Here are some more details to substantiate my claim and having my card reinstated My employee number was XXXX I was hired by XXXX Cruises as an XXXX XXXX and I was onboard the Silver XXXX from XXXX XX/XX/XXXX to XXXX XX/XX/XXXX As I was deemed not suitable for the job, I was let go and not hired back. While I was there- I got paid my salary which was sent to the salary @ sea card which is a Master card last XXXX digits XXXX XXXX with an expiry date of XX/XX/XXXX I am a XXXX citizen and I have a XXXX bank that is connected to this card, so that I can transfer money to my bank account and I have already done part of it. 

Now in the month of XX/XX/XXXX - I decided to make a trip to XXXX and use this XXXX on which I had money on, to fund part of my trip. I was able to use this card on two or three occasions for some big amounts as per INR standards. 
Now I can totally understand the Risk department in declining my card as this card was being used in XXXX- which is a country that has a notoriety for fraudulent activity and as well as they were big amounts of money that was being charged. Let me assure you that this is my card and I am aware of the transactions that I have done. 
I am now back in XXXX and would like to have my card operational again I am attaching my selfie with my passport as well as attaching my payslip to show the amounts that should have been transferred to my card. Unfortunately I do not have the ship ID - because I had to turn it into the Security officer of the ship before disembarking. 

Please consider the details I have given to get my card reinstated and I hope we can reach an amicable solution Regards XXXX XXXX XXXX XXXX On the XXXX XXXX the Help line replied back Dear XXXX XXXX XXXX XXXX, We have received your email regarding your Prepaid account. We have forwarded the attached documents to our Risk Department for further review. Please allow 1-2 business days for a response. 

Please do not hesitate to contact us with further questions or concerns. 

XXXX XXXX Customer Service XXXX On the XXXX XXXX I then sent them a reminder email as a follow up They got back on the XXXX XXXX Dear XXXX XXXX XXXX XXXX, We have received your email regarding your Silversea Maritime Payroll account. 

Please be advised that we have escalated your concern to our Risk Department, Kindly wait within 1-2 business days for a resolution We apologize for any inconvenience this may cause you. Please do not hesitate to contact us with further questions or concerns. 



XXXX XXXX Customer Service XXXX I did not hear anything after that I have sent them reminder emails on the XXXX and XXXX of XXXX, XXXX and XXXX XXXX But no one has got back to me- even the helpline. 



If you could please assist me with this issue. This company Northlane is not even giving me an answer as to why they have blocked and closed my account. I have around approx USD XXXX on that account. 

I know this is my hard earned money and why am I being denied it with no explanation at all. I have provided them the information they asked for but I have no reply from them.

Company response to consumer: Closed with explanation