Green Dot Bank complaint: Criminals

My name is Kelsay Atchley and I’ve been a green dot customer since before the pandemic. And up until recently I had no problems resolving any issue I was having by calling their customer service line. I use the card for the convenience of being able to load money through moneypak because it is cheaper than Western Union and even cheaper than Walmart to Walmart.

I live in Oregon and don’t travel out of state but very rarely. Plus I’ve been a die hard Google user forever. But decided to check out DuckDuckGo.

I got a phone call from my father telling me I need to come out and see my 96 yr old grandmother, that she was slipping fast. With little funds my bf’s mother put $300 on a moneypak card to help get us out to Colorado, 1,100 miles away. My boyfriend and I paid for the trip with cash from work and didn’t try loading the $300 until we had already made the trip. Except I couldn’t load the card, I’d tried multiple times with no luck. So I called the customer service line, which surprisingly they were unable to resolve the issue. They then told me they would investigate it and would contact me within 2 business days.

Except before they resolved the issue I was able to figure out that I couldn’t load my card through DuckDuckGo search engine for some reason and instead tried through Google it was loaded wout a hitch. I even used the money on my card while I was in Colorado for the next few days wout an issue. 2 days before I was scheduled to travel back home I received an email from GD saying they could not find anything wrong with my account and if I had any questions to contact them by calling their customer service line. So I said my goodbyes to my grandmother and didn’t give a thought that I would have any issues.

But needing gas money to drive 1,100 miles back home, my bf’s mother put $250 on a moneypak card and I loaded it the evening before we were scheduled to leave. I got on my account and stashed all but $9, but when I tried to get back in my account just an hr later, I saw my account had been flagged. Giving me a link to upload my ID to variefy my identity. I’ve done it more than once with no luck. So I called their customer service line only to be treated like a criminal. I was put on hold for more than an hr, being told the estimated wait time was 26 min, 15 min, 10 min, than back to 15 min, then told 8 min before suddenly being hung up on.

So extremely frustrated I had my bf call with his account info to see if they were being prejudice towards my flagged account and treating me like a criminal. FUCK YES THEY WERE. He got through to a live person win less than a min. He then explained the situation and handed me the phone. When I asked to speak to a supervisor they simply got back on the line and acted like they were their supervisor and sounded the absolute same. Unless they passed the phone to a close relative that was the exact same person I’d been talking to already, even pointing out the similarity to the GD employee. After listening to their spiel I asked to speak to their supervisor and was greeted by another individual. Who listened to my situation only to put me on hold to drop my call.

Now I’m stranded 650 miles away from home in a rental car that’s scheduled to be dropped off in less than 24 hrs wout enough gas money to get home. The only thing I’m thankful for is that I’m not having to endure this inconvenience on the way out to see my grandmother.

I can’t believe it my issue has been resolved. My boyfriend discovered the following number and I called and was able to upload my photo ID through the email they sent me. It was easy right there while I was still on the phone. I even got access to my money as long as I had the physical card while the investigative team looked over my case. Call this number 626)765-2000. My issue was finally dealt with after just 5 days.