• Report: #1106640

Complaint Review: INSIGHT ViSA

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  • Submitted: Thu, December 12, 2013
  • Updated: Thu, December 12, 2013

  • Reported By: Plantcrone — Beaverton Oregon
INSIGHT ViSA
BIRMINGHAM, Alabama USA
  • Phone: 1-888-796-2145
  • Web:
  • Category: Banks

INSIGHT ViSA REPUBLIC BANK OF CHICAGO Rip-Off Fees-POOR Customer Service BIRMINGHAM Alabama

*UPDATE Employee: Response to Insight Customer Service complaint

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DO NOT fall into the INSIGHT VISA / DEBIT convenience trap. Their ONLY convenience is their ability to have your SS check deposited into their account a week earlier than most banks.  This is true.  However after 2 months of fees, fees and more fees, I am going to leave this bank for another one.  I suggest anyone considering signing up for Insight Visa cards to seriously consider if you can afford $20-50 a month in service changes for use of the card and mandatory phone calls, for poor service in sending your cecks and bank cards and basic rudeness from the CSR phone people. Getting the SS check earlier was nice, but it's not worth the continual hassle I've received from this company.  Hsd it not come down to the wire for my trip, I'd transfer accounts now but it wasn't unti 12/12/13-more than 6 weeks after opening the account, that I finally got a usable debit card.

I wanted to obtain a new VISA/DEBIT card to use on vacation out of the country and for online purchases.  I wished to have a seperate VISA so that there could be no access to my regular banking information while abroad.  As I occasionally have to get a check loan and the Insight card was advertised at a 'Cash and Go' store near me..it sounded like a good idea, however I neglected to read the fine print about fees.  That was my bad and I admit it.  I, incorrectly, assumed that common electronic banking practices, such as between bank transfers, would be available.  NOT so.

My first issue was needing to request my Visa/Debit card 3 times before I finally was sent one.  Each phone call verifing it was sent or to request they send another one cost me $1.00.  Each trip to the 'Cash and Go", the only place I could withdraw money because I didn't have a card cost me $1.7% of the withdrawal balance.  So a $700.00 withdrawal cost me over $10.00 in fees - and I had NO OPTION but to pay it if I wanted my money!!

I had to pay $1.00 to get my password set, even though it was a mandatory call to a CSR.  They did refund that fee but expressed that this was a one time courtesy refund and not to expect it again.

I finally received my card but was unable to authorize it on the phone...I followed instructions correctly, on 2 different calls, but I was told by the computer it was the wrong exp date.  I was fnally locked out of my account and directed to a 'CSR'.  I requested a supervisor and the CSR told me he was a supervisor and that the fee was a valid one.

There is NO common sense.  If you have to talk to someone to get your card authorized why should you be charged for it?  Apparently this reasoning was beyond the twerp who I spoke with who was rude and spoke too fast for me to understand him, even after asking him to slow down and explain things to me...after all, he was charging me..why whould I have to hurry because he spoke too fast for me to understand?

Calling to get my account unlocked cost me $1.00 and the alleged supervisor said it was a valid charge.  Even though the card was useless without being authorized and I had no way of authorizing it withoug the call.

This company is terrible to deal with.  CSR's are rude, talk so fast you can hardly understand them and change for everything.  Service is a misnomer.

I thought it would be convenient to get my Social Security card a week early but after all the fees..every transaction online costs $1.00 and my withdrawal at the 'Cash and Go', the only place in town I could withdraw money without a working debit card cost me 1.7% of the withdrawal fee.

I cannot transfer funds between my Insight bank and my grandsons college fund or my primary bank-I have to send a check which costs me $5.00.

 

I intend to go to another bank, preferably a community credit union to whom the word service still means something, as soon as I return home from my vacation.  A very poor decision on my part...it is a convenience trap.   I suggest anyone considering signing up for Insight Prepaid Visa cards to seriously consider if you can afford $20-50 a month in service changes for each use of the card.  Getting the SS check earlier was nice, but it's not worth the continual hassle I've received from this company.

 

My first issue was needing to request a Visa card 3 times before I finally sas sent one.  Each phone call verifing it was sent cost me $1.00.  Each trip to the 'Cash and Go", the only place I could withdraw money because I didn't have a card cost me $1.7% of the withdrawal balance.  I wanted to obtain a new VISA/Debit card to use on vacation out of the country and for online purhases.  I'd been the recrepient of identity theft and am trying to avoid it happening again.  I wished to have a seperate visa so that there would be no access to my regular banking information while abroad.  I occasionally have to get a check loan and the Insight card was advertised at a 'Cash and Go' store near me..it sounded like a good idea, however I neglected to read the fine print about fees.  Finally I requested they FedEx me a new Debit card and checks-and I'd gladly pay for the overnight FedEx..I NEED the card for my trip.  This request was not even acknowledged much less followed.  My mail goes to a PO Box so their excuses of 'no one home' or stollen in the mail were patently false.  I'm quite sure than no one really sent it.  Why should they?  Without it I chalk up MORE fees.

 

I had to pay $1.00 to get my password set, even though it was a mandatory call to a CSR.  They did refund that fee but expressed that this was a one time courtesy refund and not to expect it again.

I finally received my card but was unable to authorize it on the phone.even entering the correct expiration date 6 times I was told by the computer it was the wrong date.  I was fnally locked out of my account and directed to a 'CSR'.  I requested a supervisor and the CSR told me he was a supervisor and that the fee was a valid one.

 

There is NO common sense.  If you have to talk to someone to get your card authorized why should you be charged for it?  Apparently this reasoning was beyond the twerp who I spoke with this evening, who was rude and spoke too fast for me to understand him, even after asking him to slow down and explain things to me.after all, he was charging me..why whould I have to hurry because he spoke too fast for me to understand?

 he kept talking like a Carnival Barker-fast fast fast.

Calling to get my account unlocked cost me $1.00 and the alleged supervisor said it was a valid charge.  Even though the card was useless without being authorized and I had no way of authorizing it withoug the call.

This company is terrible to deal with.  CSR's are rude, talk so fast you can hardly understand them and change for everything.  Service is a misnomer.

I thought it would be convenient to get my Social Security card a week early but after all the fees..every transaction online costs $1.00 and my withdrawal at the 'Cash and Go', the only placein town I can withdraw money without a working debit card cost me 1.7% of the withdrawal fee.

 

I cannot transfer funds between my Insight bank and my grandsons college fund-I have to send a check which costs me $5.00.

Pros:  Faster access to Social Security Payment

Cons: Poor Customer Service

        Fees for everything

        Inefficient mailing of checks and debit card.

        Not keeping promises about mailing out your debit cards and checks

 

I intend to go to another bank as soon as I return home from my vacation.  A very poor decision on my part.


This report was posted on Ripoff Report on 12/12/2013 10:24 PM and is a permanent record located here: http://www.ripoffreport.com/r/INSIGHT-ViSA/BIRMINGHAM-Alabama-35219-9931/INSIGHT-ViSA-REPUBLIC-BANK-OF-CHICAGO-Rip-Off-Fees-POOR-Customer-Service-BIRMINGHAM-Alaba-1106640. 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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Updates & Rebuttals

#1 UPDATE Employee

Response to Insight Customer Service complaint

AUTHOR: Insight Cards - ()

Please find this letter in response to your complaint dated December 12, 2013 regarding your Insight account.  Thank you for bringing your concerns to our attention. We take these complaints very seriously and are committed to providing a successful resolution.

Unfortunately, we are not able to investigate and address the specifics in your complaint since it is anonymous.  However, we would like to apologize for any rudeness that you experienced through your contact with our Customer Service Center.  It is very important to us that our representatives behave in a courteous and helpful way when assisting our cardholders.  Our Customer Service Center works hard to address all callers as quickly, friendly and efficiently as possible. It concerns us when we hear about incidents such as this.  

We would like to take this opportunity to address a few of the comments in your complaint:

You expressed concern about the fees associated with the card.  All fees are clearly disclosed upfront in a table in the Cardholder Agreement that was provided at the time you obtained the card.  There are multiple fee plans available.  One is a “per transaction” fee plan that is geared towards those consumers that do not feel they will use the card extensively.  The second plan is a “monthly” fee plan and sounds like it would have been a better fit for you based on the planned usage of the card.  This type of plan limits the usage fees.  Our representatives should have suggested a possible change to this plan when you expressed your concerns about too many fees.

You discussed your inability to transfer funds from your card to another account.  You are able to establish ACH debits from your Insight Card account if the receiving account allows you to establish ACH transfers.  We could have offered this option to you if we would have been aware of your concern about this feature.

The representatives should have refunded your customer service live agent fees when you were trying to activate your card and there was a system error.  I am sorry that this was not done for you.  We certainly would not charge our customers to speak to a live agent if there is a system issue that prevents them from performing these functions through our automated system. 

Again, because of the anonymity, we are unable to take corrective action around the fee assessments to your account for speaking with our live agents or provide any courtesy credits to assist with any inconvenience.  Our customers are important to us and we want to ensure that each of them receives the best service available.  We hope that in some way this information is helpful in addressing your complaint. 

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