I've held a TurboTax card for several years. It transferred over to GreenDot in November 2012. No problem with the transfer over.
I logged into the account in the beginning of January to be sure account numbers and routing were the same or correct for my tax direct deposit and that a new card would issue as mine expired the end of January 2013. Everything was correct and website said that as long as my address was up to date a new card would arrive before mine expired. I filed my taxes with direct deposit to my GreenDot account.
I had not received a new card on 1/30 so I logged in again and double checked the address was correct-it was as I had not moved in over 5 years.
On Friday, 1/31 I attempted to log in and the website and was given an error with a toll free number to call. The toll free number would immediately hang up on me once it recognized that I possessed an expired card. Finally I was able to use a card that a friend had to get through the system. It would not allow me to speak to customer service at all without a valid, current card number and would just disconnect the card.
The gentleman that I spoke with said that the account had been closed. I debated with him for some time with him telling me to "just tell the IRS to deposit to a different account." After arguing with him for several minutes he re-opened the account and re-issued me a card for that account telling me that it would be in my hands by the following Wednesday. I was then able to log in fine and my deposit went in without a hitch. The card, however, did not come on Wednesday.
I contacted on-line customer service instead of the toll free that would not allow me to speak to a human. That representative proceeded to tell me that I could a. request yet another card or b. track my card at USPS.com. When I asked for a tracking number she told me that I would just use my old card number for the tracking. This (of course) did not work on USPS.com. She told me I'd have to speak with USPS. The gentleman at USPS told me that they would not have any card information as that is a security issue to a card holder. I figured this.
I contacted AGAIN and asked to transfer funds to either another card or account or anything as I needed access immediately. She told me that they could do that ONLY after I received the card and activated it. It would then take 4 business days. I asked if I could buy a new greendot card and link it into this account to which I was told I could not transfer to another greendot card if I purchased one. I could request a new card that would come in 10 business days though! She helped me to link my paypal account into the account, however the bills I needed to pay can't be paid with paypal.
I contacted the on-line CS AGAIN the following day and the young man told me that until I got the new card I could use the old one through the end of FEBRUARY at an ATM only. I was rather upset and skeptical and asked for a supervisor who told me the same thing. I could use the expired 1/13 card at an ATM until the end of February. Off to the ATM's I went. 3 ATM's rejected my card as date expired.
I got BACK on line with customer service and explained from the start the problem and asked to be given to a supervisor immediately. The girl evidently didn't read that the several times I asked and linked me to their 'request a new card' link. I finally got a little more than mad and told her to "GET ME A GOD DAMNED SUPERVISOR LIKE I REQUESTED REPEATEDLY." To which she contacted me with a supervisor. He was supposedly reviewing the problem and then linked me to their 'request a new card' link. That didn't make me very happy-evidently he hadn't read the previously typed chat or the information that I fed to him when he came on the line.
I was pretty upset and in large letters explained AGAIN what the problem was. He then told me that he could grant me a transfer if I purchased another card. Um, the girl the other day said that was not possible? I would have avoided some major fees in my other bank account and the panic of having my utilities and phone shut off if I had been able to do that several days ago!!! I was VERY skeptical because I knew I'd have to disconnect from chat to go purchase a new greendot card. Plus I had been TOLD by a supervisor that it wasn't possible.
Purchased the new card and called the number the supervisor gave me to transfer funds. The guy I got this time told me that he had no idea, but they couldn't do that, he'd have to get me a supervisor.
The supervisor I got the final time was somewhat helpful and was able to transfer a partial amount. Then she got another supervisor to transfer another partial amount. In all at this point I have access to less than half of the money in my account. But at least I have access.
I am just floored that customer service for ANY company would feed out SO MUCH false information. I could understand if one person made a mistake, but EVERY time I chatted or spoke with a CS rep they gave me blatantly false information.