Consumer complaint received 2025-05-31 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Trouble using the card — Trouble getting information about the card
Company: WSFS FINANCIAL CORPORATION
State: PA

Complaint narrative:
Formal Complaint Regarding XXXX XXXX XXXX Request for Accountability as WSFS Banks Partnered Product Dear WSFS Bank Compliance Department, I am writing to formally lodge a complaint regarding the XXXX  debit card product, which, according to publicly available information and disclosures, is issued in partnership with WSFS Bank. As such, I believe WSFS holds a level of oversight and responsibility for the operational quality and customer experience associated with this product. 

While XXXX presents itself as a cutting-edge fintech solution boasting AI-integrated budgeting tools, sleek design, and instant approvals the customer support infrastructure behind it is alarmingly deficient. This discrepancy has left consumers like myself in a frustrating and sometimes damaging position when trying to resolve basic account issues. 

The core of the problem lies in the absolutely appalling quality of XXXX customer service. Support is routed through overseas call centers that are routinely difficult to engage with, both due to language barriers and significant time zone delays. Agents appear undertrained, frequently deliver scripted responses that fail to address specific concerns, and often bounce customer inquiries from XXXX department to another without resolution. In my experience and in numerous public accounts, these interactions have led to hours of wasted time and unresolved issues all while dealing with a financial institution trusted to securely manage customer funds. 

Despite the AI-powered features that power XXXX marketing, the human support behind the product is critically inadequate. The lack of accessible, competent customer service fundamentally undermines the credibility of this product. Consumers are being left without recourse or meaningful assistance when they experience technical errors, account holds, billing discrepancies, or other urgent issues that affect their financial well-being. 

As the issuing bank, WSFS has a duty to ensure that the XXXX partners using its charter provide a minimum standard of consumer support. The failures I and others have encountered are not isolated incidents, but a systemic failure of XXXX customer service model. By continuing to facilitate this product without proper oversight, WSFS is enabling practices that fall well below acceptable banking standards. 

I am also submitting formal complaints to the Consumer Financial Protection Bureau and the Delaware Attorney Generals Office. However, I respectfully request that WSFS investigate this matter independently and take steps to ensure that its XXXX partner meets basic standards of customer service and consumer protection. 

I welcome a response from your office acknowledging receipt of this complaint and explaining what steps, if any, WSFS is taking to address this issue.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation