On Nov 20th 2009 I went to CVS and purchased 5 money pack cards. I loaded $500 on each. When I went to load the money onto my mastercard I realized that two of the numbers were missing on 3 of the 5 cards which made them unusable. I called it in at asked if there was a way for them to load it anyway or if we could cancel these and send me more.
I was given incident numbers and said that I would receive a call. That night I got a call saying that it was under investigation and should be resolved within 24 hours. No one called me back so I called the next day and the day after. By Monday I still hadn't received a call back. This time when I called, the person said that funds on one of the money packs had been transferred to another card. I would have to fax the front and back of the money pack along with the receipt for that one.
Being proactive I went ahead and faxed all 3 of the money packs in question and the receipts on Nov 24th on the 25th I get a call from Ms Lynn. Who was extremely hostile. She called and asked me why I purchased the money packs and what I was planning to use the money for. I didn't see how this had anything to do with anything but I told her. I was recently unemployed at that I had dissolved my 401k and I was going to prepay my rent and bills a few months ahead so that I could survive on unemployment. She then told me that I couldn't have loaded that much on one card at once anyway. I responded that I was unaware of this but regardless my money should still be on the money packs until I do load it. She said well it's still under investigation and she will get back with me. I never heard from her again.
I had to go home to KY for Thanksgiving with $1500 hanging in the balance hoping that it would be resolved any day. I called repeatedly on the 27th I was told that the funds on the other two money packs had also been transferred to other cards. I was livid. I couldn't understand how I can't use the money packs but somehow they were being used. They said that it should be resolved by Dec 1st. On Dec 1st I got credit for $500 and was informed that I needed to file a police report because Greendot was not liable for the other money packs. But said that after I file the police report they can get my money back.
So I called in a police report from KY. I called Greendot to give them the file number and was told that I had to fax a copy. I wouldn't be able to pick up a copy of the report for another week at central records. I began to panic I had to get back and pay my bills, I rushed back to Atlanta and spent every dime I had to cover bills through Dec. leaving me destitute. On Dec 13th I got a copy of the police report and faxed it. I was told that someone would call in 24 hours... no one called again and every time I called they put me off... this went on for a week....
Christmas was coming up and I really needed that money otherwise there would be no Christmas for my family. On Dec 21st I was told that I needed the Police Officer to subpoena the records, that the police report was to submit a request to reopen the case. The case would not be re-opened I would have to take criminal action against the recipient of my funds. And they can't release that information without a subpoena. Of course by now, the police officer was on vacation until after the holidays. Well this year there was no Christmas for my family. Thanks a lot Greendot.
I have no idea what to do next other than to do as advised. I could not understand why they just didn't put a hold on the money packs when I called in about them less than two hours after purchasing. In which case all of this could have been avoided. Even more, after all the evidence that I provided how they could allow another cardholder to keep my money with no proof of purchase or physical evidence. And how they are not liable for that decision.
When I asked if I could get an appeal on that decision they said I could file a complaint which has to be mailed to the Morovia, CA address. But at this point that was all I could do. I hate feeling this powerless and marginalized. I am not all able to lose $1000 of my money. I feel that a crime was committed by Greendot and that they should be held accountable.
I was recently told by a CVS employee that they had a recall on money packs in Nov. in their store because many of them were missing the last two numbers like mine were. She said maybe someone in Greendot stole the money and that I should file a lawsuit against their company. I thinks she's right.