UniVision Master Card
Complaint 283219 Details

On 9/5/13 I purchased a Green Dot MoneyPak for $250. I then loaded the funds onto my Univision MasterCard Prepaid Card which is issued by The Bancorp Bank. The next morning I received an email that my account had been suspended because of suspicious activity. I called Univision Card Services and was told I needed to send them documents to verify my account. In total, I have sent them a copy of my state ID, social security card, a billing statement, my most recent tax return as well as a copy of my Experian credit report. I was then told to call back in 3 business days. After 5 full days I was told they needed more time and I had to call back in another 48 hours. Then on 10/23/13, I was told I needed to resend several of my documents because they were “not clear.” I did exactly what was asked of me and later on that same day I received an email acknowledging the documents I had sent and stating “The department in charge has reviewed the documents you sent and the resolution is that the account will remain closed” from Marlon of Univision Cardholder Services. I then called Univision and a person who identified himself as “Alex” confirmed that my account was now closed and I will now need some type of verification letter from American Express to have my funds returned to me. I explained to Alex that American Express had never been used and the account was loaded by a prepaid MoneyPak that I had purchased with cash. I offered to send the receipt as proof. I was then told that their verification department did not accept my documents and I needed to “go to the Police Department or Courthouse and get a letter from them verifying my identity.” I then had to remind this person that I have already submitted a valid ID, social security card, tax return and credit report to them. After being placed on hold again the customer service agent apologized and said what he had told me beforehand was wrong. He then informed me that I would not be able to get any of my money returned to me. I was never given a reason and when I asked to speak with “the department in charge” I was told that wasn’t possible. I then asked to speak with a supervisor and Carolina just gave me the same lines I had gotten before. She indicated that my money would be sent to the State of California and I had to claim it from them. I cited the Amendment and Cancellation section from the Cardholders Agreement that clearly states, “In the event that your Card Account is cancelled, closed, or terminated for any reason, you may request the unused balance to be returned to you via a check to the mailing address we have in our records.” When I asked them to close my account and mail me a check for my remaining balance, they refused. She stated that my account is not closed but rather just suspended and will continue to be charged a monthly service fee of $9.95 every month for as long as there is a balance. When I asked when they would send my balance to California she could not give me an answer. When I asked to speak with anyone from the United States, she offered me a fax number. When I asked for the name of the person I spoke with earlier she said his name was Jairo, not Alex as he stated. I have continually been given inaccurate and confusing information from this company. So as of right now I am currently stuck in limbo with no foreseeable way to get my money returned to me. After 52 days, 263 minutes on the phone and 9 emails for verification documents I still have not been given an explanation as to why my account had been suspended and closed. Univision Card Services has wrongfully seized my funds and is committing fraud through their unfair and deceptive business practices.