Review Time
If I could give them negative stars, I would.
I have waiting for an entire year. I submitted a pet insurance claim and was supposed to receive a direct deposit reimbursement to my account with this bank. The money never arrived. Simple problem, right? Must be the pet insurance? WRONG.
What I've done:
Submitted all forms properly, linked my card.com bank account successfully prior to any reimbursements. Recieved EMAIL CONFIRMATION that my funds were sent, called their customer service center multiple times, got in contact with their finance department (confirmed payment was sent, provided me a receipt of funds being accepted, no funds sent back to them)
With Card.com:
called many and many times, I've lost count. Over 10 times a month I'm going to estimate. Each time: "we never received it, call the pet insurance" Tried to escalate calls, would get hung up on, or get told that i would be connected to someone, wait on the phone THEN get hung up on. Tried to provide confirmation and receipts of payment, was ignored. Impossible to get ahold of via email. When I posted my first review, i was told to contact them via email, which I did AND ALL I GOT BACK WERE THE EXACT SAME INSTRUCTIONS LEADING ME TO THE SAME RUNAROUND SCHEME I JUST PREVIOUSLY MENTIONED!
Here's the loop I've experienced for 12+ months:
1. call pet insurance to ask why i wasnt reimbursed even though I'm viewing confirmation of payment reimbursement to my selected account (Card.com)
2. Get told they did send it, they check it, card.com accepted the funds.
3. Call card.com "we dont have it call the sender"
4. call pet insurance "payment wasnt returned, heres proof, call your bank"
5. repeat to step 3.
6. Experience one (or more) of the following customer service tactics:
6a. Transferring in circles between someone getting my information and "sending me to the correct department"
6b Promising a call back
6c. Asking the same information repeatedly (even though theres a "note")
6d. Hanging up when I ask to speak to a supervisor.
6e. Hanging up after a 40+ minute wait on hold.
6f. Literally disconnecting in the middle of a sentence after giving a call back number after waiting THREE HOURS.
7. Repeat until you lose your mind.
The Insulting Part:
After they responded to my first public review saying they wanted to fix this and to email them, they gave me THE EXACT SAME INFORMATION FROM THE FAQs PAGE TO FOLLOW AND IT LED ME TO THE EXACT SAME LOOP OF NOTHINGNESS
and now, the auduacity..
While my money is in limbo, I can't get anyone to help me, I'm receiving marketing emails from them:
"Your money is safe with CARD.com!" ????
"We waived your monthly fee!"
"See why customers LOVE Quickpay Direct Deposit!"
"We want you back!"
The nerve to market to me about how safe my money is and how great their direct deposit is while I'm actively missing a direct deposit is beyond comprehension.
A competent bank would have investigated when I first reported the missing deposit. Traced the transaction using confirmation I provided, worked with the sending insitution to locate the funds, escalated to a supervisor who gives a damn, resolved this in days, or weeks even not OVER A YEAR.
To Current Customers: Document everything, screenshot eveerything, record calls if their legal in youor state. Get confirmation numbers, You'll need the evidence when they lose your money too.
To Potential Customers: DO NOT USE THIS BANK IF YOU VALUE YOUR TIME, YOUR MONEY, you expect accountability, you expect timely resolutions to issues, and you don't like being gaslit. There are dozens of banks that actually care about customer service and don't' make their money disappear. Choose literally any of them.
Unacceptable.
I had to "upgrade" to this after having an account for years with card.com. but out or something I guess. This version charges for features I had free before. I've opted out of overdraft just to be charged out the ass after having opted out because I was never taken out. Customer service is non-existent don't even waste your time. There is no pay advance and if you want another card..you guessed it there's a fee for that too. I'm actually going with another service and will not be using this one I suggest to anyone if you're interested look at many other options there's much better one's then this
I really do love the card design plus I do like that you can do a overdraft when you need it I try not to but sometimes you can't help not to use it because of food and the way prices are today but I love all of you that work so hard around the clock just to make sure your banking customers get the money and it's every two days before actually paydays
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