ComplaintsforInsight Card Services, LLC

• Initial Complaint

  12/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My insight visa card got hacked all my money was stolen off of it and I cannot get customer service to help me at all number one none of them speak good English I can't understand what they're saying I must have made 50 calls to them this happened last Monday I just got my social security money and $765 was stolen off my account and they will not help me and also it's a positive $330 that was supposed to post on the 30th of November but they won't tell me where the money is I think they're ripping me off I can't even get them to open the investigation on it this is all my money for the whole month I lost my insurance I'm going to have to move out of my house I have no food I have no money I have no gas in my car and they refuse to help me please contact inside visa.com try to get my money back my name is ***************************** thank you very much

• Initial Complaint

  01/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So I've been with this company for quite some time, every month I receive my SSI payments via direct deposit straight to my account with insight. 11/25/2022- I wasn't aware that I had received my December check early, it's usually around the 27th of the month so 11/26 I began checking my card balance nothing on it, called everyday forced to pay ** to speak with a human about 15×(robbery) one rep said they hadn't received the payment yet that was the 27th than 12/1 decided to call again nd that rep informed me my deposit had been received 11/25 nd it was already withdrawn which definitely was NOT me so I ask where the transaction was it was in ********* TEXAS!!!! Clearly they know I live in ********** CA, so I file a claim to be reimbursed contact ssi to find out 1000's of people had their accounts robbed, Insight was supposed to send out the initial claim form for me to give all the information I know nd reassure them my funds were stolen this was 12/1/2022 I filed here it is 1/13/2023 nd I've received no form in email, NO REFUND nd no phone call or updated info I've been charged close to $** in human conversation fees, I want my money back already this is straight B.S. last I spoke to anyone the original claim was denied HOW?? I was robbed of over **,*** than continuously robbed by the company to receive help from a living human being on the funds stolen, I also pay a ** monthly fee to keep the damn account open.... Most unprofessional company I've ever dealt with, I just want my stolen funds and reimbursement for the charging to speak to a human nd being hung up on multiple times. I called tonight 1/13/2023 nd was charged another ** even though I got no one bcuz it was after business hours.... WOW!!!

  Business response

  01/20/2023

  
  January 20, 2023
  
  
  VIA ONLINE SUBMISSION:
  
  Re:      
              Consumer: ***** *******          
  
  
  To Whom It May Concern:
  
  This letter is in response to the consumer complaint referenced above. Insight takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. 
  
  According to ***** *******, she states she has been with Insight for some time and has her SSI benefits going to the card.  Ms. ******* indicates on November 25, 2022, she was unaware she received her December benefits early and on November 26, 2022, she checked her card balance, but nothing was on it. Ms. ******* further states she contacted Insight everyday which she was forced to pay the **.00 fee to speak with a human.  Ms. ******* contacted customer service on December 1, 2022, and was advised there was a withdrawal on her account from ********* Texas that was definitely not her.  Ms. ******* mentions she then filed a claim for the transaction to be reimbursed.  Ms. ******* states she was expecting to receive an initial claim form but never received a form. Ms. ******* also states she would like her **,****** funds back that she was robbed of and for almost $***** in customer call fees refunded.
  
  Insight records show on December 1, 2022, Ms. ******* contacted Insight customer service to inquire of the posting status of her SSI benefits to the account.  At the time of the call, the SSI benefit had not posted to the account. On the same day, Ms. ******* contacted Insight again and confirmed the funds from SSI had been received in the amount of *********.  On December 1, 2022, Ms. ******* discovered 5 unauthorized ATM transaction withdrawals that was made on her account and filed a dispute claim in the amount of$****** from ********* Texas. The dispute form was sent to the email address provided by Ms. ******* at [email protected].  On December 19, 2022, and December 27, 2022, Ms. ******* contacted Insight for the status of her dispute, and at the time there was no update to provide.  The dispute is still ongoing and will take 45-90 days for a resolution.  Once the dispute investigation is completed, a resolution letter will be mailed to the address on file.  Please note the call fees are valid fees and will not be waived.  On January 19, 2023, an Insight supervisor contacted Ms. ******* to advise this information.  
  
  We hope this information will aid in satisfying this complaint. We appreciate ***** *******’s feedback about this matter and the opportunity to supply a resolution. 
  
  
  Regards,
  
  Insight Corporate Customer Service

  Customer response

  01/25/2023

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

       I never received the dispute form and requested it multiple times, now I spoke to a supervisor twice and she informed me that the claim form is ONLY given in the first 30days and said form would than require InSight to issue an immediate refund basically on credit til the matter is resolved but the customer only has 30days after the time has lapsed than it would be basically a waiting game on our end while InSight figures out whether or not the fraud dispute is legit and the customer is being honest which takes 45-90days ???? 

  This company has left us beyond frustrated, the "Valid Fee's" to speak to an actual LIVING BEING IS BOGUS!!!

  Never the less, after I receive my deposit on Thursday I will be contacting Social Security and changing banks to CHIME, Which is ABSOLUTELY FEE FREE, not to mention it has a CREDIT BUILDER program, no overdraft fees, and if u have direct deposit they give u $*** in overdraft cash....
  
  Sincerely,
  
  ***** *******

  Business response

  01/30/2023

  
  January 30, 2023
  
  
  VIA ONLINE SUBMISSION:
  
  Re:      
              Consumer: ***** *******          
  
  
  To Whom It May Concern:
  
  This letter is in response to the consumer complaint referenced above. Insight takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. 
  
  According to ***** *******, she states she has been with Insight for some time and has her SSI benefits going to the card.  Ms. ******* indicates on November 25, 2022, she was unaware she received her December benefits early and on November 26, 2022, she checked her card balance, but nothing was on it. Ms. ******* further states she contacted Insight everyday which she was forced to pay the **.00 fee to speak with a human.  Ms. ******* contacted customer service on December 1, 2022 and was advised there was a withdrawal on her account from ********* Texas that was definitely not her.  Ms. ******* mentions she then filed a claim for the transaction to be reimbursed.  Ms. ******* states she was expecting to receive an initial claim form but never received a form. Ms. ******* also states she would like her **,****** funds back that she was robbed of and for almost $***** in customer call fees refunded.
  
  Insight apologizes that Ms. ******* did not receive her dispute form.  The dispute form was sent to the email address provided [email protected]. The dispute is still ongoing and will take 45-90 days for a resolution.  Once the dispute investigation is completed, a resolution letter will be mailed to the address on file.  
  
  We hope this information will aid in satisfying this complaint. We appreciate ***** *******’s feedback about this matter and the opportunity to supply a resolution. 
  
  
  Regards,
  
  Insight Corporate Customer Service

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company may need to be investigated. I believe theyre a scam. I had money stolen from my account but didnt know it at the time. I would go to use my card and it would get declined, I would think something was wrong with my card. Sometimes when I would deposit money I was unable to withdraw it or make purchases(the whole time it a was insight overdrawing me because of unauthorized purchases!). I was locked out of my account but was finally able to check it out online. I had unauthorized purchases plus I was getting charged **** each time my card declined! mind you I would slide my card several times thinking this should work theres money in my account. I called support(you have to pay every time you call!)They denied my claim and then locked me out of my account again! On top of that told me they would send another card and never did. **** should know about insight running their good name into the dirt. Im highly upset that my hard earned money is gone because insight thinks they can keep it.

  Business response

  01/06/2023

  January 5, 2023
  
  
  VIA ONLINE SUBMISSION:
  
  Re:      
              Consumer: *************************         
  
  
  To Whom It May ******************** letter is in response to the consumer complaint referenced above. Insight takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. 
  
  According to *************************, she states Insight is a scam and the company needs to be investigated.  **************** indicates she had stolen funds from her account but was unaware at the time.  **************** attempted to initiate a transaction, and it would decline.  *************** mentioned sometimes she was unable to deposit and withdraw funds due to the unauthorized transactions. **************** states she had unauthorized transactions plus $1.00 fee for each time her card was declined.   **************** also states her claim was denied and was locked out of her account again. **************** was advised she would receive another card but never obtained a replacement. **************** is requesting to receive her hard-earned funds that was stolen from her card.
  
  
  Insight records show on October 24, 2022, **************** contacted Insight customer service to report unauthorized declined fees in the amount of $50.00 that was on her account.  **************** indicated she did not authorize any of the transactions on her account and requested for the fees to be waived. **************** was advised a request needed to be sent to have the fees waived.  Records further show on October 27, 2022, **************** contacted customer service again and requested to speak to a supervisor regarding the reversal of the declined fees.  At the time of the call no request was made to file a dispute.  **************** contacted Insight again, on the same day to file the dispute claim.  She was then transferred to the disputes department to file a claim for 29 unauthorized transactions totaling the amount of $413.07. The dispute form was emailed to **************** to begin the investigation.
  
  On November 22, 2022, the dispute claim investigation was completed.  Based on the information provided by the cardholder and information obtained within our internal records, we have determined that no error occurred.  In addition, Insight does not show any declined fees on **************** account. The only $1.00 fees that are displaying on the account are related to the support call fees.  The support call fees are valid and will not be waived.  On January 5, 2023, an Insight supervisor contacted **************** to advise this information.  **************** was advised that if she did not agree with the resolution of the dispute, a rebuttal could be filed.  A letter would need to be sent to the dispute department with any supporting documentation, for the claim to be reopened.
  
  
  
  We hope this information will aid in satisfying this complaint. We appreciate ************************* feedback about this matter and the opportunity to supply a resolution. 
  
  
  Regards,
  
  Insight **************************

• Initial Complaint

  12/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Yes l made a purchase on December 10 and the merchant issued me a refund on the 13 of December due to things the carsd was a fraud l been trying to speak to somebody to see about my refund and can never get thru to speak to somebody l wanna know the status of my refund or how long they take cus when l check transaction history it don't show the purchase at all but l have prove of the purchase and prove of the refund.....

  Business response

  12/28/2022

  
  December 28, 2022
  
  
  VIA ONLINE SUBMISSION:
  
  Re: Consumer: ***************************        
  
  
  To Whom It May ******************** letter is in response to the consumer complaint referenced above. Insight takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. 
  
  According to *************************** she states that she made a purchase on December 10, 2022, and the merchant issued a refund on December 13, 2022.  ****************** indicates she has been trying to speak with someone to get the status of her refund.  ****************** also states her transaction history doesnt show the purchase at all. ****************** says that she has proof of the transaction and the refund.
  
  On December 28, 2022, an Insight supervisor contacted ****************** to discuss her complaint.  ****************** did not provide any account transactions or further details. However, she indicated her issue had been resolved.  During the call to ***************** stated she was not happy with the Non-Pin transaction fees. ****************** indicated she wasnt able to use her pin number to make transactions.  As a courtesy $5.00 in fees were waived.
  
  
  
  We hope this information will aid in satisfying this complaint. We appreciate *************** feedback about this matter and the opportunity to supply resolution. 
  
  
  Regards,
  
  Insight **************************

• Initial Complaint

  09/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I been on ssi for 33 years ibeen with insight about ten years well about 4 years ago I use to second guess my self about my money thinking I probably didn't here my balance right they have taken taking extra money from me for years I just had ** put on my card and it said I owe a new ** how's that I just put money on I also had my ssi check deposited and have no card to use there sending one I ******** remember I have no card I called the old card and my balance ******* they down took *** for what I want a lawyer

  Business response

  09/13/2022

  
  
  
  September 13, 2022
  
  
  VIA ONLINE SUBMISSION:
  
  Re:       
                Consumer: ******* *** ******       
  
  
  To Whom It May Concern:
  
  This letter is in response to the consumer complaint referenced above. Insight takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. 
  
  According to ******* *** ****** she has been on SSI for 33 years and with Insight cards for 10 years.  Ms. ****** indicates for years she has been thinking she did not have the funds in her account that she should have.  Ms. ****** mentions that extra money has been taken from her account for years. She also states she has $** put on her card and it now says she owes $**. She wants to know how this is possible when her SSI is deposited to the card.  Ms. ****** also states she has no card to use, and when she contacted Insight, her funds were taken from her account.
  
  
  Unfortunately, Insight was not able to locate an account with the information provided. On September 9, 2022, an Insight supervisor attempted to contact her to get additional information. There has been no response yet.
  
  
  
  We hope this information will aid in satisfying this complaint. We appreciate ******* *****’s   feedback about this matter and the opportunity to supply resolution.
  
  
  
  
  Regards,
  
  Insight Corporate Customer Service

• Initial Complaint

  07/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called Insight Card Services customer services to inquire about when my replacement card is going to be shipped to me since mine is about to expire. They normally send the new card out automatically for free when expiration is nearing. The lady on the phone didn't know that, nor could I really understand her. She stated she'd transfer me to a supervisor, but I instead got hung up on. Since then, not only have I not been able to get someone on the phone to answer my question, they've been stealing my money by charging me a fee for customer service when I can't even get anyone on the phone. I'm beyond frustrated at this point. I loved this card up until today. I just want my replacement card shipped out and the customer service rep fees reversed, as my problem hasn't been resolved.

  Business response

  08/11/2022

  August 11, 2022
  
  
  VIA ONLINE SUBMISSION:
  
  Re:       Complaint number: ********
              Consumer: ****** **********
  
  
  To Whom It May Concern:
  
  
  This letter is in response to the consumer complaint referenced above. Insight prepaid debit card program takes customer complaints seriously and strives to supply quality customer service while dutifully protecting customer identities and resources. 
  
  According to the complaint, you contacted customer service to inquire about your replacement card for the one due to expire. You indicated that it is normally automatically sent prior to the expiration date. You said the agent transferred you to a supervisor, but you claim you were hung on. Further you state since then you have not been able to contact anyone to answer your questions. You say you just want your replacement card and the customer service fees reversed.
  
  Records show that you contacted customer service on July 26, 2022, to inquiry about your replacement card. You requested a supervisor; however, the call did not go through. On July 27, 2022, you called, and the agent advised the card had been processed and to allow seven to ten business days to receive.
  
  On August 11, 2022, after reviewing your complaint, the customer service agent fees of $7.00 were refunded back to your account. A member of the Insight corporate team attempted to contact you to advise you of this information. A detailed message was left for a return call.
  
  We hope this information will help in satisfying this complaint. We appreciate your feedback about this matter and the opportunity to supply resolution.
  
  
  Regards,
  
  
  Insight Corporate Customer Service 

• Initial Complaint

  07/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called customer service to report fraud. I was asked security questions of a full name (including middle), date of birth, last 4 of social, address. I was not comfortable after the address question so I asked for the agent's name. He refused so I then asked for a supervisor. I was told I couldn't and that's unusual so I called back and pressed an alternate option. Got to the dispute dept and asked to close account. I advised that per text alerts someone is using the card at a gas station in **** ****, Ca and **********, Ca; which are 2hr from me. The agent insisted on my full name, address, dob, and social.He was not willing to comply with my dispute request nor closing the account and proceeded to disconnet the call. BBB needs to discredit this company. After this experience, I believe they are involved in the fraud to their customers

  Business response

  07/27/2022

  
  
  
  July 27, 2022
  
  
  VIA ONLINE SUBMISSION:
  
  Re:     
              Consumer: ****** ********       
  
  
  To Whom It May Concern:
  
  This letter is in response to the consumer complaint referenced above. Insight takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. 
  
  According to ****** ********, she contacted customer service to report fraud on her account.  Ms. ******** says she was asked secret questions and she didn’t feel comfortable with answering them.  Ms. ******** indicates she asked for the agents name and was denied and asked to speak with a manager.  Ms. ******** called customer service again and got to the disputes department and asked for her account to be closed.  She said that the agent insisted on getting her full name, address, date of birth and social.  Ms. ******** says the agent was not willing to comply with her dispute or closing the account. 
  
  
  On July 23, 2022, Ms. ******** contacted Insight customer service and failed verification during the call.  Ms. ******** failed to identify herself during the call and requested to speak with a manager.  When the agent attempted to transfer the call, Ms. ******** hung up.  Ms. ******** contacted Insight later and advised she wanted to file a dispute for Safeway transactions in the amounts of $***** and $*****.  Ms. ******** was then transferred to the disputes department to file her dispute. 
  
  To prevent unauthorized callers Insight verifies cardholder information on every call.  Insight understands how this may be inconvenient at times but strives to protect cardholder information. 
  
  
  
  
  On July 26, 2022, an Insight supervisor attempted to contact Ms. ********. A detailed message was left for a return call.
  
  
  
  We hope this information will aid in satisfying this complaint. We appreciate ****** ********’s feedback about this matter and the opportunity to supply resolution.
  
  
  
  
  Regards,
  
  Insight Corporate Customer Service

• Initial Complaint

  06/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My brother **** ****** has ***** ** ****** and has his social security deposited into Insight. I have an ******* ****** **** ********* for him. I have been trying to get this company to provi me with a statement for the month of May 2022 so he can apply for *******. I don’t have access to his online account as he cannot remember his email add. I have called their customer support line many times only to be hung up on or disconnected. They charge his account $**** every time he speaks with a person. They charge his account even if the call is dropped or the person on the other end hangs up - which is every time. I’ve emailed their customer service email only to receive a response that says I need to call their customer support line…the one that hangs up. I need to get that statement and am completely stymied about how to do it. I’ve never encountered such horrible customer service and they charge a $**** for every call. It’s basically theft.

  Business response

  07/13/2022

  
  July 13, 2022
  
  
  VIA ONLINE SUBMISSION:
  
  Re:     
              Consumer: *********     
  
  
  To Whom It May Concern:
  
  This letter is in response to the consumer complaint referenced above. Insight takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources. 
  
  According to **** ******, he states that his brother has his social security deposited into Insight. He says that he has been trying to get his brothers May 2022 statement so that he can apply for Medicare.  Mr. ****** and his brother do not have access to the online account.  Mr. ****** indicates he has called Insight customer service and is being hung up on or the call is disconnected.   Mr. ****** would like his brothers May 2022 statement.
  
  
  Unfortunately, Insight was not able to locate an account with the information provided. On July 13, 2022, an Insight supervisor contacted Mr. ******.   Mr. ****** advised the issue was resolved.  
  
  
  
  We hope this information will aid in satisfying this complaint. We appreciate Mark ******’s feedback about this matter and the opportunity to supply resolution.
  
  
  
  
  Regards,
  
  Insight Corporate Customer Service

• Initial Complaint

  04/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I had got this prepaid VISA debit card originally for online purchases. Occasionally a business would advertise a one time payment for a product but later you would find them charging your card monthly behind your back. I thought this would be a good alternative instead of using my credit cards online. I had one card and started finding money I had put on the was missing . I contacted Insight Card Services and requested that they cancel the card and issue me a new one. They said It would cost me $***** to cancel the card. I said I would just not use the card again and let the card expire. They issued me another card for free. The card I was using was a Prepaid Visa Debit Card. It cost $**** to load the funds on the card and when I used the card to buy something they charged $**** each time. This was acceptable to me. Now there was no reason (and was not stated otherwise) you could not have more than one card. This way regardless they always received $**** to load the cards and $**** when you bought something. I got an additional card to use solely to make my Auto Insurance Payments with. I got a discount this way. I used the 2nd card for Online items I'd buy. Occasionally there would be some money taken from my card when I had just loaded the card not less than 30 minutes prior to attempting to make a purchase. When I go to buy an item I know the total $ amount. Insight charges you $**** every time a purchase does not go through successfully. Although their contract states they only charge $**** if you have insufficient funds to make a purchase.One company ran my card 7 times on a weekend an error on their end there was more than enough to buy the item. Insight took $****.Then they saw I had 3 cards and consolidated them together and started sending me a statement charging $**** per month. My Insurance was insuficant due to $ they took. Lost my discount now they bill me. They take $ when I load leaving no $ for my purchase.They will not fix & give me my $.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This bank always stealing my money. I am missing $***** from April 9th and $**** from April 12th. I need my money. It's not ok to steal or hold my money. It's not ok

  Business response

  04/19/2022

  
  
  
  April 19, 2022
  
  
  VIA ONLINE SUBMISSION:
  
  Re:
  Consumer: **** *******
  
  
  To Whom It May Concern:
  
  This letter is in response to the consumer complaint referenced above. Insight takes customer complaints seriously and strives to provide quality customer service while dutifully protecting customer identities and resources.
  
  According to **** *******, he states that Insight is stealing his money. Mr. ******* indicates that he is missing $**** and $***** for the month of April. Mr. ******* would like his money returned.
  
  Insight was unable to locate an account for **** ******* with the information provided. On April 18, 2022, an Insight supervisor attempted to contact him. The caller answered the line then released the call. Mr. ******* may contact Insight directly at ***** ******** for assistance.
  
  
  
  We hope this information will aid in satisfying this complaint. We appreciate **** *******'s feedback about this matter and the opportunity to supply resolution.
  
  
  
  
  Regards,
  
  Insight Corporate Customer Service
  

*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. ↩