Empowerment Ventures, LLC Prepaid Card Complaint

Empowerment Ventures, LLC Prepaid card department,

Payroll card Unauthorized transactions/trans. issues Maryland

On - -, -, at approximately - EST I went to the ATM and requested to withdraw $200.00. The machine did not dispense any cash and gave me a receipt with an error message indicating the amount I requested and that $0.00 was dispensed. A few minutes later, I received a text alert from Rush Card indicating that $200.00 had been deducted from my account. I immediately contacted them via email and phone to dispute the transaction and was informed that I needed to provide a dispute in writing. On - -, -, I submitted a copy of the ATM receipt and the signed dispute form to Rush Card via fax and email. The same day I received an email from Rush Card customer service acknowledging receipt of the documents and indicating that I may check back within 1-2 business days. On - - - -, I contacted Rush Card via email and phone requesting the status of my dispute and was informed that I would have to wait 10 business days for their - - to determine if a provisional credit should be issued. When I inquired why I had to wait, I was informed that I just do, that is there policy. I requested to speak with the - - and was informed that cardholders are only allowed to speak with the Dispute Office when the initial dispute is filed. After the dispute it received, cardholders can no longer be transferred to speak with the Dispute Office but are required to contact customer service who will send an electronic note to the Dispute Office. I have been a cardholder since -, always kept my account in good standing, have bi-weekly deposits from my employer and never had to dispute any transactions. So, bearing this in mind the lack of concern and poor customer service that I have received regarding this dispute is disappointing and unacceptable