• Report: #844391

Complaint Review: UPside Visa Prepaid Debit Card

  • Submitted: Fri, February 24, 2012
  • Updated: Wed, October 10, 2012

  • Reported By: christina8031 — Sebring Florida United States of America
UPside Visa Prepaid Debit Card
Internet, New York United States of America

UPside Visa Prepaid Debit Card Plastyc Inc This company is holding over $1500 of my money Internet, New York

*REBUTTAL Individual responds: Invasion of Privacy

*REBUTTAL Individual responds: Unacceptable Reply/No Explination

*UPDATE Employee: Getting your funds back

*UPDATE Employee: $12.00 check fee

*UPDATE Employee: Notice for all Federal Payments

*Consumer Comment: Contradictory Comment to Rebuttal

*REBUTTAL Individual responds: Mad

*UPDATE Employee: Third-Party loading federal regulations

*Consumer Comment: Upside Card

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Upside Visa has now been holding $1,577.59 of my money for almost a month. On the 4th of February 2012 I contact upside when I once again tried to use my card (this happened before) only to have it declined. At that time I was informed my account had been flagged as potentially fraudulent because of a direct deposit coming into the account from the social security office. The deposit was for my grandmother who we had not yet received a card of her own.

The upside representative informed me that there policy would not allow for the deposit since my grandmothers name was not on the account & that I couldnt add her to the account because I already had my husband on there. They informed me the deposit from the SSA was returned to the government & that they would only lift the hold on my card if I would fax a copy of my drivers license, current utility bill and a copy of MY SOCIAL SECURITY CARD!!

I informed them I wasnt going to send a copy of my SS card to anyone who was obviously not located in America. I have never spoken to anyone at Upside that didnt have an extremely thick Indian accent. I asked for my card to just be closed and the balance ($18.59) be mailed as a check. I was told they wouldnt do that either unless I sent in the items they requested. At that time I told them to keep the money that was left as I wanted nothing else to do with this shame of a company.

My grandmother & I contacted the SSA and asked that her money be sent via a paper check until we could get something else in place. On 2-22-12 we contacted the SSA again as she hadnt received her check she should have gotten at the beginning of February. The SSA informed us that the "bank" had never returned the funds and that they wouldnt issue a paper check unless upside returned the funds to them. At that point I logged in online to find that Upside had in fact posted the $1559 deposit to my card.

They also dated the deposit for 2-2-2012 even though on 2-4-2012 the deposit was not showing in the account. Again I called Upside to be told that the deposit was never returned to the SSA and would not be returned and again that I couldnt have access to the funds unless sending my id, ss card & utility bill. At this point my grandmother has been without her only source of income for the entire month so I VERY RELUCTANTLY faxed the information to Upside so they would stop holding her money hostage.

I was advised that it would take up to 72 hrs for them to reactivate the card. I logged in online today, 2-24-12, to find that Upside has now done 2 withdrawals from my card, both listed as CSR REFUND CHECK, one for $12 and one for $1547. Of course I called Upside yet again only to be informed that in order to reactivate my card they must first remove the deposit. That once the card is reactivated the funds will go back on the card. Also, that it is not his department that is doing this but the "risk" department and that he cant explain to me why its been there for almost a month and now it is gone.

He also tried to tell me there werent 2 withdrawals even though I was looking at them & did a screen shot so I would have proof. I asked for the number to talk with the risk department & he provided it to me. There recording advises they are only open M-F from 8 am to 5 pm.  The first time I had problems with my card being flagged as fraud I was told it wasnt possible to speak to anyone in the risk department.

 Upside has had all of my personal information, including my social security number, since I first activated my card. They have given one excuse after another for why they froze my card this time or that time. I did nothing wrong, my grandmother certainly did nothing wrong yet she has had to suffer for almost a month because of the shady practices this company is using. I have had to pay various bills for my grandmother this month because she has no savings and without her social security benefits has no money.

This has caused me to be late on my own bills and caused me to go without necessary medication I need so I can make sure she is taken care of. This company has shown zero concern for my situation and I have honestly never been treated with such an "I dont care" attitude by any other company. I would like nothing more then to see Upside closed!! Most of all Id like each customer "service" representatives that has showed zero concern to see how it feels to go without things you need to stay alive. I have to take 5 blood pressure medications a day to stay alive. Ive gone without 3 of them for almost a month now & no one at that company cares!!!!!!!!

This report was posted on Ripoff Report on 02/24/2012 11:08 PM and is a permanent record located here: http://www.ripoffreport.com/r/UPside-Visa-Prepaid-Debit-Card/Internet-New-York-/UPside-Visa-Prepaid-Debit-Card-Plastyc-Inc-This-company-is-holding-over-1500-of-my-money-844391. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 6Consumer 3Employee/Owner
Updates & Rebuttals

#1 REBUTTAL Individual responds

Invasion of Privacy

AUTHOR: Valerie Noyes - (United States of America)

It is truly amazing how you continue to refer to her as 'my landlord.' Yet you turn the other cheek and say you can't confirm an address. You use information given you when obtaining a card to snoop into my privacy. You used my address to get the name of the park manager and took upon yourself, right to ask questions that are none of your business. But all is in the right hands now. You will be investigated by people trained to expose you for who you are. You will be prosecuted for the embezzling of mine and Lord knows how many other's money. How convenient that you also own an identity verification company. Too bad you cannot market a real credit card. The kind I can get with 2 pieces of ID. For all you request, after you have already approved someone for a card, is duly noted.  
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#2 REBUTTAL Individual responds

Unacceptable Reply/No Explination

AUTHOR: Valerie Noyes - (United States of America)

It is amazing how your company continues to avoid the truth, which is your error and direct cause. You go on and on about your obligation to return our money to IRS. You have everyone in your call center (in the New World Country) believing that it is true. But the truth is, IRS doesn't have anything because you never sent it. If you were truly honest and trustworthy, you would have complied with applicable laws and informed us of the transfer of our money, instead of the weak attempt you made to cover your tracks. Get used to the fact that you are 'going down!' for all your illegal activities.
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#3 UPDATE Employee

Getting your funds back

AUTHOR: UPside - (United States of America)

We are aware of your issue in particular.  We did indeed receive a fax from the landlord at your complex, but it stated that they could not verify that you (in your name) were living there.  Again, we understand your frustrations, but our hands are tied here by the government.  If we can assist with anything else, please don't hesitate to contact us at cs@upsidecard.com.
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#4 UPDATE Employee

$12.00 check fee

AUTHOR: UPside - (United States of America)

We are allowed by the government to take payment on the efforts to return funds to them.  Though this is $12.00 off of your account,a s what you see on your end, the IRS will refund you the full amount on their end.  Please contact the IRS at 800-829-4477.
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#5 UPDATE Employee

Notice for all Federal Payments

AUTHOR: UPside - (United States of America)

We apologize for any inconvenience you may have incurred regarding you Federal Payment, unfortunately we have to follow strict government regulations that all Federal Payments must be in the name and SSN of the cardholder.  If a payment occurs, we are required to send it back to the government. 

We then require documentation per the US Patriot Act, which is outlined in our Terms & Conditions, in order to release your card:

The USA PATRIOT ACT, a federal law, requires all financial institutions to obtain, verify, and record information that identifies each person who opens a Card account. When you open a Card account, we will ask for your name, address, date of birth, social security number and other information that will allow us to reasonably identify you. We may also ask to see your drivers license or other identifying documents. We may limit your ability to use your Card or certain Card features until we have been able to successfully verify your identity.

Regarding customer service, we are aware of the issue with the call center, and have been working diligently to get the agents to "think outside the box" but it has been a continuing issue so we are currently looking into other call centers here in the United States to assist.  This should be completed by the end of the year.

For this complaint, if there is any further action you would like help with, please contact us for free at cs@upsidecard.com.
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#6 Consumer Comment

Contradictory Comment to Rebuttal

AUTHOR: Valerie - (United States of America)

Your defense is unjustified. You claim the government agencies require you to return the money to them. That is a lie. I know this because, I, too was ripped off by your company. My tax return (what was left of it) was allegedly returned to the IRS. Except that the IRS doesn't know anything about it. They have received nothing. In addition, they further stated that they would never accept return of a partial deposit made on a taxpayers account. They won't be put in a position to be held responsible for the acts of your company, thereby held accountable for the alleged return.

Your company stole over $1,400 from me. You gave lie after lie as a excuse to justify holding my funds. You demanded information you are not legally authorized to ask for, to verify my identitiy, using comp-liance with the US Patriotic Act as a means to support your invasion of my privacy. You slandered my name by labeling me as fraud on your website. In actuality, it is you, who are guilty of consumer fraud. You took my money and made a false accounting of where it went.

You took upon yourself to research my address, enabling you to obtain the name of my landlord who you sent a fax too. The fax included your request to validate my address, saying the US Patriotic act requires you to do so. The US patriotic act states only, that you verify identity. You have exceeded your bounderies as a pre paid card provider  and used the information provided you beyond your limitations under Color of Authority.

But these unlawful acts have not gone unnoticed. I have taken further steps to not only prosecute your actions, but also to hold you to answer for them. It is quite clear that I am not the only person you have done this too. But the authorities are all aware of it now. An investigation will expose your consumer fraud acts and you will soon discover what happens when you defraud a customer and try to blame another Federal Agency. Or justify your mistake in witholding by blaming the IRS responsible for authorizing the hold. It is from that same federal government agency, that I have been given direction as to how to further proceed. 

Your rebuttal does nothing but attempt to articulately explain the need for your acts. The only need for your acts is in fact yours. And no matter how hard you attempt to cover your tracks, the damage is done. The emails will be used as my justification to my support my allegations upon you. Since you blatently made false statements in them, I consider then Very Helpful.But believe that when it is all said and done, the only party compelled to answer will be you. 
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#7 REBUTTAL Individual responds

Mad

AUTHOR: Main - (United States of America)

I was told that the funds would go back to the IRS.. Why am I being charged $12.00 for the funds to go back? How long does it usually take to get my funds in my hand?
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#8 UPDATE Employee

Third-Party loading federal regulations

AUTHOR: UPside - (United States of America)

We understand the frustrations this cardholder had gone through when the card was marked potentially fraudulent.  Unfortunately, we are put in this situation by federal government regulations which state that any federal payment must be sent to the recipient of the funds (social security number verification).  As this cardholder's information did not match the payment recipient, we are forced to block the card and in most cases, send the payment back to the government - these regulations are stated explicitly on our website as well as on federal filing forms.  In rare cases, we will allow the payment to remain if the cardholder is able to provide their own photo ID, SSN and utility bill, as well as the photo ID, SSN and proof of federal payment of the recipient. 

Regarding the actions of the customer service representatives, they are most often unable to go outside the boundaries of the information they are provided (i.e. if told the funds must go back to the government, they will have to advise the cardholder of this fact).  They are not able to make larger decisions that may affect the company's rules and regulations, or those of the government.  If escalated, as this case was, supervisors and department heads will do whatever they can to provide the best customer service for the cardholder, as we were able to do here and release the card and funds.
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#9 Consumer Comment

Upside Card

AUTHOR: Main - (United States of America)

I have also been scammed by using the upside card. My card was blocked a couple of days after getting my tax refund of $4,000 direct deposited. I used the card like 3 or 4 days and now they are saying that because the address that I had the card to be mailed to did not match with the information that I faexed in. I explained to them why the card was mailed there and they still will not uplift the hold on my card. I called in and spoke with the supposebly supervisor Herris and he told me that the money would be sent back to the IRS and I would be charged a $12.OO fee. So now I see that this on the account 02/28/12 Adjustment Debit CSR Refund Check -$2016.30

02/28/12 Fee CSR Refund Check -$12.00. I hope this means that I will have a check in the mail soon. Are you still waiting for a check or dod they retururn your funds like they said they would?
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