Consumer complaint received 2025-08-24 00:00:00
Product: Prepaid card — Payroll card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Newport Intermediate Inc.
State: TX

Complaint narrative:
I want to report the company ONBE INC the card customer service is not investigating an issue I reported to them on XX/XX/year> at XXXX XXXX  that an ATM machine malfunction due to a cash dispenser error per the receipt I received from the machine and I was attempting to withdraw {$63.00} and the malfunction happened and it did not distribute my money and informed the company that deals with any issues on the back of my card and the company is ONBE Inc. I contact them immediately after the transaction occurred and the name of the ATM company posted on the machine which is Dolphin Debit, I contacted them to notifying them of their ATM machine issue and they informed me my bank is who I need to report to get my funds returned to me. I told the card company ( ONBE INC ) that I did not get the money requested at that time and the receipt the ATM printed reflects that information and they said that they will email me a descrepency form for me to get printed out and I must fill in all information then mail the hand filled out descrepency report to the address included in the email and told me that nothing would be done about this issue until they receive this hard copy in the mail and once that arrived and they had time to review the report I mail in, they would launch an investigation at that time ( not immediately after I made verbal report to them ) and I complained after hearing that long and time consuming process to take when I needed my funds right away. They apologize and said that is their company policy and nothing more could be done. I informed them at that time I do not possess a printer or money to pay for postage to send a descrepency report to them and need my money right away, but they said that was the only option that I had, no exceptions period. Today is the XXXX day and I have contacted this company many times asking if they have looked into this matter or done anything at all towards resolve of returning my funds and they said no and refused to do so because I have not complied with their policy supply hard copy in the mail before any further action was made and that is where the situation remains, I have no printer, no money, no transportation and I do not possess the resources they demand before I will ever have them investigate and resolve this matter and I can not do those things and this is no fault of my own, this statement is accurate in truth and will testify under oath and color of law my statement is true. I have the transaction ticket that I have uploaded to the XXXX  website that has a customer service link for card holders and I reported this issue with the uploaded recipient that same day it occured. I have done everything in my power and to report this as they instructed.I do not foresee any funds returned to me due to this company policy. I hope that CFPB has some type of authority to hold companies like ONBE INC accountable and expect everyone that holds a card by them so have the resources they demand and use as an excuse to legally held accountable to uphold what people like myself trust to do the right thing and resolve a issue with our being told or demanding me to go through all this policy they want me to follow before they can investigate a matter that needs attention right away, not at the pleasure of hard copy by mail. And I did report it online in detail with upload picture to show as proof to verify what my account reflects. But that was not enough according to their strict policies.

Company response to consumer: Closed with explanation