Consumer complaint received 2025-08-11 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem getting a card or closing an account — Trouble getting a working replacement card
Company: Newport Intermediate Inc.
State: NJ

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX XXXX XXXX XX/XX/XXXX North Lane Technologies , Inc., an Onbe Company. 
XXXX XXXX XXXX XXXX, PA XXXX Dear Prepaid Digital Solutions, I am writing to formally file a complaint regarding my recent experience with Cardholder Services, which has been both frustrating and disappointing. There have been multiple instances of miscommunication between your company and third parties, resulting in unresolved issues, lack of assistance, and financial inconvenience. I feel these circumstances have been unfair and damaging, and I am requesting immediate action to rectify the situation. 
To summarize the situation : XXXX. Miscommunication with XXXX XXXX XXXXXXXX : I contacted your representatives regarding cards related to the XXXX XXXX XXXX. One representative informed me that your company was not associated with the program, while another told me that they could not issue cards I had not received because the time for redemption had expired. However, I had already been taxed for the income tied to those cards and am now unable to access the funds or receive a physical card. 
XXXX. Failure to Provide Assistance : Despite explaining the situation to your representatives, I was told that there was nothing more your company could do. This is unacceptable, especially considering I have been charged and have not received the cards in question. Your teams inability to provide a solution, whether by reissuing the cards or providing a check, leaves me in a difficult financial position. 
XXXX. Missed Opportunities for Important Purchases : I had planned on using these cards as XXXX presents for my children. Now, due to your company 's failure to resolve this issue, I am unable to provide these gifts, which I had been relying on as my only means of holiday presents. This has placed undue stress on my family, and I am extremely disappointed that a simple issue has escalated into a larger financial burden. 
XXXX. Previous Service Failures : I have also experienced issues in the past with cards being lost in the mail, as well as an instance where my daughter did not receive a {$2.00} XXXX gift card. In both cases, I filed complaints, but your company failed to investigate or issue replacements, further contributing to my dissatisfaction with your customer service. 
I understand that mistakes can happen, but I believe that consistent miscommunication, a lack of resolution, and failure to investigate legitimate claims demonstrate a systemic problem within your company. I request that you take immediate action to : XXXX. Issue the cards that I have been charged for, or provide an alternative solution such as issuing a check for the amount that was supposed to be on the cards. 
XXXX. Investigate previous issues of lost or stolen cards to ensure customers are properly compensated. 
XXXX. Address the communication breakdowns with your representatives to ensure that customers are given accurate and helpful information in the future. 
I would appreciate a response to this complaint before XXXX, as my children 's holiday celebrations are now in jeopardy due to this situation. If this matter can not be resolved promptly, I will be forced to pursue further channels to ensure that my case is handled properly. 
Please advise me on the next steps or if there is another avenue I should take to escalate this complaint. 
Thank you for your immediate attention to this matter. 
Sincerely, XXXX XXXX NJ XXXX XXXX XXXX NJ XXXX XXXX * * Main Purpose of the Complaint : * * The complaint is to address the mishandling and unfair treatment regarding XXXX gift cardsone from XXXX XXXX  and one from XXXX XXXX. Specifically, it highlights that the XXXX XXXX XXXX XXXX was  taxed and reported but never received or used, with the company refusing to replace it. Similarly, the XXXX XXXX gift cards was never received, and the company unjustly refused to replace it, citing the cards have been mailed out, as if the only assurance that is needed is that the cards we mailed but not delivered or delivered to correct address or addressee, despite the cards being stolen in transit or by the company. The complaint emphasizes the company 's failure to resolve these issues, which has caused financial hardship, especially during the holiday season, and calls for immediate action to issue replacements or alternative compensation.

Company response to consumer: Closed with explanation