Company Response
6/28/2024
Thank you for raising your concerns. Unfortunately, we were unable to speak to you directly or leave a message. Our records indicate you called on June 10, 2024, to initiate a dispute claim for several transactions totaling $991.00 that posted to your account between May 17, 2024 and June 1, 2024. Due to the reported unauthorized charges made to your account, the card was locked to prevent any further unauthorized activity from posting. Records indicate that you utilized self-service options available via your online account or through the app to order a replacement card with standard shipping on June 3, 2024. You received and activated the card on June 10, 2024. To assist us in resolving your claim, at the time of claim initiation, we requested a signed Statement of Fraud form from you, which was sent to your address on file which matches the address shown on your complaint; however, as of the date of this response, we have not received the form back. Our investigation began immediately after the transactions were reported and on June 11, 2024, our investigation finalized, determining that no error occurred, and a resolution letter was sent to you.
Upon receipt of this complaint, your claim was re-reviewed and based on re-evaluation, the claim was granted in your favor, so your account was credited for $991.00 on June 24, 2024, and a resolution letter was mailed to your address on file. After further review of your account, a business decision was made to close your account on June 26, 2024. As noted in your cardholder agreement, we reserve the right to cancel your Card account for any reason at any time at our discretion. You are requested to reference your agreement for this information. As we will no longer be able to service your account, if you have arranged to have direct deposits made to the Prepaid Card account, please make sure you make any needed changes to avoid delays. Please note that you will not be able to re-enroll for a Wisely Card. As part of the account closure process, a check for the remaining account balance of $991.49 was processed on June 27, 2024 and sent to your address on file. We thank you for allowing us the opportunity to resolve this matter for you.
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