Why does Green Dot have a BBB rating? 98% of all reviews are negative. I have had a horrible time dealing with Green Dot's customer service. They have little or no access to the information you really need. My card was placed on hold since March 26. I immediately called, and the customer service rep requested that I fax documents authenticating a deposit and said that I would receive a call from their senior customer rep within 10 business days. I patiently waited 10 days and had no response.
I called for an update, and the customer service rep stated that they had not received the fax. I asked her to verify the fax number digit by digit, and she could barely make out the numbers with her limited English. I had to repeat it three times until I got the correct number. It had now been two weeks already, and they kept insisting that I would still have to wait another 10 days for a call back. Throughout the 16 days it actually took for me to receive a call, I called three or four times just to get an update. Every time I called I was given the same response: "It shows we received ALL THE DOCUMENTS, please wait for a call from our senior rep."
Well, after 30 days from the initial call, the senior rep indicated that I also needed to provide additional documents for a deposit in January. That deposit had gone through fine and the funds have been depleted since I told the senior rep. She said I would have to do the same for that deposit, and it took them 30 days to even tell me this. To make the situation worse, she said that I would probably still have to wait another 10 days for them to get back to me. The amount of time was well over any reasonable business practice.
Due to the lack of information and the incorrect information given during not only the first, second or even sixth call to their customer service, my money still remains hostage. I would have submitted all the documents in a timely fashion had they been requested the first time. It probably would not even make a difference, because their lousy call center service gave me the wrong number. I had these cards for three years and made the same transactions without an incident. I do understand the new safeguards put in place to prevent fraud; however, Green Dot financial should not even receive the deposits like some other financial institutions.
Now I am paying for their mistake, and they are using that clause in their cardholder's agreement to shy away from the truth. Finally, I received a call 35 days after numerous complaints, right about when I was going to obtain the additional documents. The very blunt senior rep called and said that my card was being closed and I was going to be mailed a check. Trust me, I will not hold my breath. Do not get me wrong, the services they provide are great. The downside is that you will not be able to get a hold of someone within their organization who will solve your matter in a timely fashion. In the past I highly recommended their service. Not anymore.
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