Originally Posted by
bsbybms
Ok, FT world - I need help. But be warned - this is a long read.
I have continued to have problems with my attempted Bluebird loads on 7/10 referenced earlier in this thread. I attempted a VR load online, and I got error message 93. I then attempted the card again, and it gave me the same error message. I then tried my second VR, and received the same error message.
Then my BB account went haywire. All together, added three loads of $500 but then reversed eight (!) loads of $500 each. (I had only added $1000 in July, so it wasn't an issue of going over my monthly limit.) I called in and by 7/12, they retroactively added 5 corresponding cash reloads on 7/10 to counteract the reversals, so that my net account activity from these loads was $0. That was fine, and at the advice of the BB rep on 7/12, I was able to successfully load the 2x $500 reloads originally attempted on 7/10. They worked, and I went about my business.
Fast forward to 7/18. Without any notice to me, Bluebird initiates 5x $500 cash reload reversals. For those keeping score at home, that means a net decrease of $2,500, bringing my account to a negative balance.
Since then, I've been bounced around between Technical Support and Customer Service. Technical Support says that they can't see anything other than the transactions themselves, and that my balance adds up to the right number considering the additions and subtractions. (When is that ever not the case?) They've advised that in order to have the balance corrected, I need to open up a dispute, which I've now done. They say it can take 6 to 8 weeks to resolve a dispute.
Has anyone else experienced anything like this? Any help on how to engineer a successful resolution? I am really frustrated by the inability of anyone to dig any deeper than the surface level of "it says there was a $500 load/reversal, and I'm not authorized to see whether that was correct or not."
Please help! Any suggestions would be appreciated!
After more than 2 months, this got resolved. I lost count of the number of calls to customer service, the promises of responses, and then nothing. At one point, they attempted to give me a "good faith credit" of $1,500 for the total $2,500 lost. I can now gladly report that this has been resolved. Their "credit risk" or "risk operations" department ultimately took up my cause, and they credited the missing $1,000. Seemingly all of the people I spoke with before them were non-native English speakers and had difficulty understanding my concerns. More importantly, none had the authority to look into what was actually loaded and correct the balance for incorrect reversals.
My two takeaways from this ordeal: (1) always log in to BB before loading VRs to make sure the system is up and running, and (2) attempt to escalate to "credit risk" or "risk operations" department if any error like this occurs. Also, I now keep a running spreadsheet of prepaid liquidation to make sure that I can always identify the reload/prepaid card used to make a load.
I hope no one else experiences an ordeal like this!