Upside Card Lost money by doing accoun to account transfer Internet

This company lacks in customer service. I have an UpSide pre-paid credit card. Allegedly, one can do direct deposit and account to account transfers on this card. There is an account that essentially acts like a bank account. My parents transferred more than $1,200.00 to this card to assist us. This money is in limbo somewhere because it left my parent's account, was received at Wachovia (a transfer point) and went on to MetaBank which services UpSide Card. I have called UpSide card several times trying to remedy the situation, but all I get is "your parents have to initiate the investigation from their end". This "investigation" has been launched. No one will give us any information because we don't have accounts with the transfer banks. Every time I call UpSide, it costs me another $3.00. I am in the hole over $12.00 now just trying to get someone to track this transaction. I feel they have stolen the money and would strongly suggest anyone looking for a pre-paid card to check out Account Now. They are much more responsive, based in AMERICA not INDIA. They don't charge you $0.99 to hear the balance on your card plus another $2.00 to speak to an agent if it is necessary. This transaction was initiated on Feb. 5, 2010. To date, I have still not received the funds. Stay away from UpSide card. They are a true Rip-Off!