ComplaintsforPraxell, Inc.

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 1, 2023, I received a direct deposit in the amount of $146 from my employer. ****** *** onto my pay Premier card, which is serviced by Praxell, Inc. Almost, or possibly, simultaneously. a deduction occurred for $57 which left me with only $90 left of my much-needed pay. When I contacted Praxell customer service to contest this fraudulent and unauthorized charge, I was told that it came from the ******************** and it would be shown as a contested charge. I was also told that I would need to go to a web site for disputes at Praxell that does not exist. Instead it just directs you to the company's website where you can leave a message which I did, but over a month later, there is still no response. I have also been in contact with Mystic Stamp numerous times and have also filed a BBB complaint against them as well to which they have responded. Mystic has vehemently denied charging the $57 to my card in any size, shape, or form. I also want to point out that I have never ordered anything costing $57 from Mystic, nor have I ever kept anything they have sent me. I did order $1 in old stamps as an introductory offer with no future charges authorized. Mystic has also coincidentally sent me a statement dated March 1, 2023, indicating no orders, no payments, and no balance due. The people at Mystic explained in great detail how this charge coming from them was virtually impossible. Praxell also provided no assistance with my getting the $57 that was stolen from me refunded to my (now replaced) Pay premier card. They also have failed to live up to the "zero liability protection" clause that is contained in their Cardholder Agreement. Also, it should be noted that I never received a detailed text message from Praxell indicating that a charge for $57 had occurred. Up to this point the instant text notifications had always occurred as did the one indicating the direct deposit had occurred. There was never one for the $1 for Mystic either. All of this is quite odd.

  Business response

  04/30/2023

  Dear ************:
  
  Thank you for bringing your concerns to our attention. Following our investigation, we were able to come to the conclusion that ******************** did not put your balance in a negative status. There was an authorization from Union Supply on 1/18/2023 for $58.85. The authorization did not process by the merchant until 2/14/2023. Your balance on the account at the time was $2.71, which put your account in a negative status. Your direct deposit, in the amount of $147.04, was deposited on 2/28/2023 leaving you with a balance of $90.90 after the negative balance was cleared up. 
  
  As your concern was about the ******************** transaction, we do want to ensure that there was no transaction that cleared with ********************.  Therefore, your dispute was denied. We will also review the process with our team members to ensure that our clients needs are being met.
  
  I hope this clears up some of the confusion on your account. If there is anything further that we can assist you with, please do not hesitate to contact customer service at the number on the back of your card. 
  
  
  Sincerely,
  Cardholder Support

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed a dispute with praxell regarding several duplicate and fraudulent atm charges. I attempted to utilize and atm and never received dispersed money then my card was again charged atleast 6 different times for various amounts that I did not authorize nor receive money from. I submitted my dispute and they are claiming it will take ***** days to investigate. That is ridiculous, it took 2 seconds for the money to be removed from my account. I will have filed a claim in court by the time this investigation is done if I have to wait that long. I just want my money returned to me in a timely manner, I have real bills that I was utilizing that money from and someone allowed it to be removed from my account.

  Business response

  01/31/2023

  Dear ****************,

  We are in receipt of your dispute.  As you have indicated, the *** did not disperse the funds to you.  We need to give the institution time to correct their mistake when an error occurs.  For domestic transactions, the merchant has up to 45 days to respond to a claim and render a decision.  

  Hope this explains the reason we indicate the time frame.

   

  Sincerely,

  Mango Support

  Customer response

  02/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I just dont understand why I have to suffer waiting for them to respond. My money is supposed to be protected. Now Im on the verge of having my lights and gas disconnected because of a atm error. That is not ok and 45 days is extremely long to wait for someone to fix a mistake. I cannot afford to wait that long. I need this issue resolved. According to consumer finance, the merchant must respond within 20 days so why would I be waiting 45 days. Can someone please assist me. That was my bill money.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Customer response

  03/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  You all denied my claim and closed my account. That is illegal. I reach out for assistance and lose my entire account because someone doesnt want to do their job. This is hurtful and extremely offensive. It almost feels like discrimination. So now I dont have my money and I also dont have my account.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  03/09/2023

  Dear ****************

  Thank you for contacting us.  Per your Terms and Conditions, "we may cancel or suspend your Card or this Agreement at any time."  You were notified via email that we will no longer provide card services and a check for the balance of your account has been sent to the physical address on file.  

  Sincerely,

  Cardholder Support

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My JPAY debit card was hacked on August 21, 2022. An unauthorized transaction of $471.33 was stolen. I emailed my dispute and reached out to them on numerous occasions and have not gotten a response. Please have someone contact me because this is all my money on this card. Card number ending ****.

  Business response

  08/29/2022

  Thank you for contacting us.  We are in receipt of your dispute, as a new account holder, our time is extended to 20 business days for investigations.  We will respond to you once our investigation is complete.

  Customer response

  09/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  07/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a jpay card with ****, I asked them to send a check to receive my money. They supposedly have sent the check 3 times. All representatives and supervisor have all told me the same thing confirm address, email proof of address etc. This is going on 5 months where they still have not done anything to get me my money or check.

  Business response

  07/28/2022

  To Whom It May ****************** cardholder contacted us on 4/07/22 with a request to close his account and issue him a check.  The check was issued to the address that we had on file and verified by the cardholder before issuance indicating a timeframe of 4-6 weeks delivery..  The check was issued on 4/18/22 by our issuing bank.  Our checks are issued and sent via ****.  The cardholder called on 7/13/22 stating check had not been received.  We placed a stop payment on the check as our records indicate it had not been cashed.  We have no way of knowing if the check had been received.  On 7/19/22, we issued another check.  The cardholder gave us a different address than we had on file.  The most recent check has been sent to the new address.  We have not prevented the cardholder from receiving his funds.

   

  Sincerely,

  Cardholder Support

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  June 21, 2022 I was issued a refund from America's Best out of ******** ************** and the refund went back to my progress card. The problem I am having is that the company Progress will not make my refund available on my debit card. The refund is in the amount of $255.97. Please help me get my refund from them and I will never do business with them again. Their contact number is ************ and the fax number is ************.

  Customer response

  06/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

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