ComplaintsforPrepaid2Cash Holdings

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/25/2023 I attempted a transaction with the company that resulted in a error on their end, this has happened numerous times which places a hold on the funds with the card holder but, this transaction has been approved and the company received the funds and I did NOT receive any payment from them. I have sent several emails to the support team and have attempted to resolve this matter. I have all the emails with apologies and promises to resolve it but it doesnt seem to happen and I cant seem to get past the generic response emails. I have all documents showing that they received payment and I would like to get this resolved. Thank you

  

  Business response

  06/08/2023

  Hi *****,

  While processing the transaction, the card processor experienced an issue, which caused the transaction to be held up. We are working alongside the card processor to understand and resolve this issue, as it has never happened before. We are working to fix this issue, and we hope to have this issue resolved this week.

  Thanks,

  The Prepaid2Cash Support Team

• Initial Complaint

  06/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 6/26/23 I cashed in a gift card to be deposited within 24 hours. 7 days later I haven’t received my money and my gift card now has a zero balance. I’ve contacted customer support and they won’t tell me anything other than “when the issue is resolved you’ll be notified.” I’m now out $112. This isn’t a business, it’s just a scam to steal your money!

  

  Business response

  06/05/2023

  Hi ******,

  While processing the transaction, the card processor experienced an issue, which caused the transaction to be held up. We are working alongside the card processor to understand and resolve this issue, as it has never happened before. We are working to fix this issue.

  Thank you,

  The Prepaid2Cash Team

  Customer response

  06/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: I’ve found so many reviews and complaints where you guys tell people the exact same thing. I was really counting on that money and now I can’t even use the gift card. It’s been 10 days. I simply don’t believe there is anyone working on anything and I’ve been taken advantage of by your “company”. 
  
  Sincerely,
  
  ****** ********

  

  Business response

  06/06/2023

  ******,

  While processing the transaction, the card processor experienced an issue, which caused the transaction to be held up. We are working alongside the card processor to understand and resolve this issue, as it has never happened before. We are working to fix this issue and hope to have it resolved this week.

  The Prepaid2Cash Support Team

  Customer response

  06/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: if you’re going to fix it, how about you just do it? It should be a very small amount of money for a big company. As someone who has worked in customer service for 20 years, I know you’re capable of releasing the funds to me, but you won’t. All you’ve done for 2 weeks is jerk me around and lie. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  06/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I uploaded my gift card to their website on 5/29 to have them cash in the gift card and send me money from it(as advertised on their website) I even chose the instant transaction option which stated the money would be on my debit card within 15 mins . It is now 6/2 and I still do not have my money , they have taken my money from the gift card(did that within an hour of me uploading it ) and I have numerous emails back and forth with them stating there was an issue with their car dlrocessor and theyre working to resolve it. Its the same generic email every time with no other updates. Theres no way to reach them by phone . And now my transaction is no longer in my account. Its like it never existed. I have screen shots proving they took the money out .

  

  Business response

  06/02/2023

  Hi *******,

  Unfortunately, there was an error with the card processor, and we are working to resolve the transaction status and settle the payout. Our development team is working to resolve this issue as quickly as possible. 

  I apologize for the inconvenience.
  
  Thank you,

  The Prepaid2Cash Team

  Customer response

  06/03/2023

   
  Complaint: 20134912
  
  I am rejecting this response because:
  
  This is the exact same response they have sent in response to every email I have sent them.  At this point its getting old, and just seems like an automated robot response:   You dont provide any real information.  You never state exactly what the issues is, just that there was an issue with our card processor.  Ironically though you cant tell me anything else about it and you still got my $180! It clearly states you received it but youre saying you didnt because of the error!  Upon reading everyone elses reviews you are stealing money from every person you do transactions with! Im sure with as much money as you have stolen from people its enough to take you to court , and not just small claims court! You are thieves . 

  Sincerely,
  
  *************************

  

  Business response

  06/05/2023

  Hi *******,

  While processing the transaction, the card processor experienced an issue, which caused the transaction to be held up. We are working alongside the card processor to understand and resolve this issue, as it has never happened before. We are working to fix this issue, and we hope to have it fixed by the end of the week.

  Thanks,

  The Prepaid2Cash Support Team

• Initial Complaint

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  june 1st 2023 was my transaction and I was supposed to recieve my money this morning and NOTHING. Theres no number to call and no one will return my emails. I never received my money yet now they have my 380$ giftcard.

  

  Business response

  06/01/2023

  Hi ******,

  We apologize for the confusion. Your transaction was rejected by our system and what you see on the card summary is a pending charge. When we canceled the transaction the charge was immediately voided, but it is up to the prepaid card issuer to re-credit the funds to the account. If you have questions on when the charge will be removed from the card we suggest reaching out to the prepaid card issuer, but it is usually removed within 5-7 business days.

  Thank you,

  The Prepaid2Cash Team

• Initial Complaint

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold a prepaid card to this company over a week ago and have yet to receive the money I agreed upon with this company to sell my gift card to them for. I have used the company two or three times prior to this experience without a hiccup but now it has been over a week and the only communication I have had with this company has been via email where they have sent me scripted responses that say the same exact thing which is basically they are aware of the situation and they are doing everything they can to find a resolution. I have asked repeatedly to have my monies sent to my account which should have been immediately and then told them I just wanted my gift card return back to me and literally not one thing has happened aside from those robotic emails. The company I purchased the gift card from originally has told me it shows pending with this company and they're unable to cancel the transaction until a certain number of days even longer than it has been has passed. They have basically stolen my gift card from under me and held the monies they were supposed to send me for it hostage and not one person has care to even reach out to me one time.

  

  Business response

  06/01/2023

  Hi ******,

  Unfortunately, there was an error with the card processor, and we are working to resolve the transaction status and settle the payout. Our development team is working to resolve this issue as quickly as possible. 
  
  I apologize for the inconvenience.
  
  Thank you,

  The Prepaid2Cash Team

  Customer response

  06/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This criminal Enterprise has these same exact responses word for word for any message that I send in an attempt to speak to a human there not a robot. I am insulted and feel disrespected to receive the same exact message word for word via email or text it is literally the same message as the days go on and they still haven't sent me my money. It's theft is what they have committed against me. 

  Sincerely
  
  ****** *******

  

  Business response

  06/02/2023

  ******,

  While processing the transaction, the card processor experienced an issue, which caused the transaction to be held up. We are working alongside the card processor to understand and resolve this issue, as it has never happened before. We will fix this.

  Thanks,

  The Prepaid2Cash Team

  Customer response

  06/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company claims to offer cash for your prepaid visa/American express/mastercards. You submit the card information to them via the app at which point you are given the option of receiving cash to ur debit card within 15 min or, for a lesser fee, in one day. I submitted my prepaid visa card information to them and chose the 15 min 'instant' option. They took the money ($500) from my prepaid visa immediately but have yet to send me the money for it and it's been days. Their customer service is non existent and useless when they actually do respond.

  

  Business response

  06/01/2023

  Hi ****,

  Unfortunately, there was an error with the card processor, and we are working to resolve the transaction status and settle the payout. Our development team is working to resolve this issue as quickly as possible. 

  I apologize for the inconvenience.

  Thanks,

  The Prepaid2Cash Team

  Customer response

  06/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This is the same canned response they have sent to everyone since their inception. Their processors had no issue taking my money within seconds. It has been days now.  No communication from them at all. This is unacceptable. 
  
  Sincerely,
  
  **** ******

  

  Business response

  06/02/2023

  ****,

  While processing the transaction, the card processor experienced an issue, which caused the transaction to be held up. We are working alongside the card processor to understand and resolve this issue, as it has never happened before. We will fix this.

  Thank you,

  The Prepaid2Cash Team

  Customer response

  06/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  This is garbage and just an attempt by this company to stall in the hopes that I will go away.  It has been well over a week now.  And why are they still accepting submissions in their app if they are unable to pay anyone.  They are still happily accepting your gift cards and prepaid credit cards and their processor has no issues taking money from those.  The following comes directly from their website..."All money transfer services are provided by Evolve Bank & Trust,
  including capturing funds from gift cards and transferring funds to your bank account, subject to Evolve Bank & Trust Terms and Conditions and Privacy Policy."  So according to that they don't even handle the processing of any payments.  I contacted this bank and they are unaware of any "processor issues".  This company is a scam, plain and simple.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold Prepaid2Cash a ****** gift card and I should have received ***** from them, deposited into my account, but instead I was lied to and told that they couldn't do it (after it was approved and verified) and that they had no control over the money and that it was the card merchant that had to refund it and they had **** days. Two weeks later I'm told that they were lying and I finally got them to admit that there was a processing error, that they had my money and couldn't tell me when they would be able to return it. I need my money. They shouldn't be allowed to just steal from people.

  

  Business response

  06/01/2023

  Hi *******,

  There was an issue with the card processor, and we have been working with them to resolve this issue. We believe they have figured out the issue, and we hope to have a resolution soon.

  I apologize for the delay.

  Warmly,

  The Prepaid2Cash Team

• Initial Complaint

  05/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid for 15 minute service ,$150 transaction, on 5/18/2023. Have not received money and keep receiving the same automated response that there is a problem with the card processor machine. Have requested to cancel or fund many times and received no response. Their policy states thatvuribgvtge firstcl 24 hours you *** cancel and receive an immediate refund.

  

  Business response

  05/24/2023

  Hi ***********,

  Unfortunately, there was an error with the card processor, and we are working to resolve the transaction status and settle the payout. Our development team is working to resolve this issue as quickly as possible. 
  
  I apologize for the inconvenience.
  
  Thank you,

  The Prepaid2Cash Team

  Customer response

  05/25/2023

   
  Complaint: 20096088
  
  I am rejecting this response because:

  As seen in the original email to BBB and these attached I have email daily since5/18/2023. The response appears to be automated. According to Prepaid2cash, the most a transaction would take is 24 hours and if there were any issue the money would be returned immediately to the git card. I paid $26 for the instant transaction, and it is 6 days later. I have pleaded for a representative to call me and still only receive the automated response. The settlement would have no bearing to return the funds to my gift card. I have requested them to cancel and to send my money back. After reviewing on line complaints I found that many people are having the same issues, and the resolution rate is 00 %. This leads me to believe that Prepaid 2 Cash has no intention of returning my funds. They have 1 phone number listed and it does not give an option to leave a message, and nobody answers. I need my money returned as this definitely causing me hardship.
  
  Sincerely,
  
  *******************************

  

  Business response

  06/01/2023

  Hi ***********,

  We are working with the card processor to resolve this issue. They believe they have figured out the issue, and we should have a resolution soon. 

  I apologize for the delay.

  Thanks,

  The Prepaid2Cash Team

• Initial Complaint

  05/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I entered a transaction on 5/11 and it came up with a message stating there was an error message. However, P2C still took my $195 balance as pending. This transaction is still showing pending as of today, 5/16 even though there is no record of it on my profile and according to them it was 'rejected' by their system. It is now 5 days later and the charge is still showing as pending for something that according to them was rejected by their system. Yes, I have contacted them several times and keep getting some generic answer that has nothing to do with the problem I have. I need P2C to fix the issue on their end or issue a credit. To me this is stealing. Especially when they have no record of the transaction in their system and it was rejected. How can a company take money for a transaction that did not even go through.....

  

  Business response

  05/16/2023

  Hello,

  We apologize for the confusion. Your transaction was rejected by our system and what you see on the card summary is a pending charge. When we canceled the transaction the charge was immediately voided, but it is up to the prepaid card issuer to re-credit the funds to the account. If you have questions on when the charge will be removed from the card we suggest reaching out to the prepaid card issuer, but it is usually removed within 5-7 business days.
  
  Thank you,

  The Prepaid2Cash Team

  Customer response

  05/17/2023

   
  Complaint: ********
  
  I am rejecting this response because: It had been 7 days tomorrow and the charge is still pending. 
  
  Sincerely,
  ******* *********

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I highly doubt P2C is "looking for a resolution" to this, as if they were looking for a resolution, they would have done so by answering my email and treating me like a person, in the first place, instead of sending me canned emails and treating me like a criminal.I used the P2C service without incident for a few years. My wife, as well also used their service. Seeing as how we are married and in the same house, neither of us thought it was a big deal to use each others devices if we had trouble getting a card to scan (she used android, I used iphone). First, we got dinged for this and I was accused of having a "duplicate account". Despite my trying to explain it was my wife and we occasionally shared devices, there was no exception and her account was terminated. Later, she opened a new one, and things seemed OK for a bit (I made very sure that neither of us touched each others phones after that incident) when suddenly out of the blue both our accounts were locked out. When I contacted their support I was told it was because I/we were suspected of "fraudulent activity" - although P2C support would not say what that was, and of course, they "don't communicate with people suspected of fraud". I highly encourage people to not deal with such a high and mighty company that can't be bothered to deal with such common folk as us.

  

  Business response

  03/24/2023

  Hi ****,

  If you receive an email or error message that your account has been disabled, its likely due to one of the following reasons:

  Duplicate Account:
  
  Prepaid2Cash users are only allowed to have one active Prepaid2Cash account. If we find that you have created multiple accounts, we will disable duplicate accounts.
  
  Account Phone Number:
  
  If the phone number you used to create your Prepaid2Cash account is not your mobile phone number, your account will be disabled. All Prepaid2Cash accounts must be tied to a valid US mobile phone number. 
  
  Suspected Fraudulent Activity:
  
  If we detect possible fraudulent activity on your Prepaid2Cash account, or any activity that violates our terms of service, we will disable the account.
  
  
  In order to eliminate fraudulent activity, the Prepaid2Cash team is unable to communicate with owners of fraudulent accounts. We will not honor any requests for details on the fraudulent activity or any requests to activate the disabled account(s).

   

  Thanks, 

  The Prepaid2Cash Team

  Customer response

  03/24/2023

  Complaint: 19846447
  
  I am rejecting this response because:
  
  This is exactly the same response I was given by email. After I pressed the issue I was given this additional response from the prepaid2cash helpdesk:
  
  "If a Prepaid2Cash account is suspected of fraudulent activity, the account will be immediately disabled and all communication with the account owner will be discontinued. "
  
  I am saying, you are entitled as a company to have that as your policy. There is nothing I can do about that. I do not, however have to accept that in my complaint. I am stating that it is my professional opinion, that the way prepaid2cash handles these situations, is not only unacceptable, but abhorrent, and a model of what not to do, to other companies. Let this be an example to other businesses that come to the BBB seeking examples of what to do / not to do, as a big NOT to do. In this country, we are a nation founded on the principles of innocent until proven guilty. Well, according to prepaid2cash, you are simply *********** because "they say so" and elected themselves judge, jury and executioner. I find their business policies disgusting.
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩