On 1/5/18 my card was used in Valley Stream, NY and my account was zeroed out. I reside in Jackson, TN and ordered a pizza and my card was declined.
I called immediately and the Filipino operator told me the pending charges could not be stopped and that I would need to wait until 1/10 or 1/11 to be able to file a claim. I called local police, Valley Stream, NY police department and each store involved in fraudulent purchases. The TGIF restaurant pulled tape and found my card being used by 3 males in hoodies who had bags from Journey Kidz with them when they entered store (two purchases of 282.40 each had been made at Journey Kidz at 3:11 p.m. and 3:17p.m.) and they sat at the bar, ordered drinks and paid 47.48 with a debit card that used my number.
I called back on Saturday and forced the operator to take a claim, she would not provide a number for Fraud Investigation Unit at Metabank as she said they do not take calls. On Monday, I called back and was told I needed to download a claim form. Attempts to download form resulted in a symbol only document that could not be deciphered on any program I had. I called back and was told to FAX a written statement.
I told them I do not have a fax machine and was told that was there procedure. I ended up sending a fax from the FEDEX/Kinko store at a cost of nearly $3. I called back today and was congratulated they had received the fax and opened a claim and I could call back on the 26th to see if the case had been investigated. I told the operator the law says they must have my money back in my account within ten days and she says that is right but the investigation would require time.
I told her what she said made absolutely no sense and explained U.S law says my money must but "work for American company". I asked to speak with an American and she said none were available. I asked again (for perhaps the 20th time) for the Fraud Investigation Unit number and was told they don't take calls. At this point, plan to contact banking and consumer complaint companies to complain that Metabank is out of compliance to U.S.
law regarding 10 day money access regulation. And if I ever see my money again will be jerking it out of Metabank in the first blink and dealing with a reputable bank
Product or Service Mentioned: Metabank Prepaid Card.
Reason of review: Poor customer service.
Monetary Loss: $615.
Preferred solution: Full refund.
I didn't like: Dishonesty, Lack of csr training, Lack of communication with fraud investigation unit, Communication barrier with csr, Csr reading script that failed to respond appropriately.