prepaid mastercard

thunderbirdy63

Hi everyone.. I have a problem with a prepaid mastercard company. The main card holder is my husband, and me and my daughter also have cards attached to this account, although at the moment, there,s only me and hubby using them. Anyway.. I played a Casino , using my card from this account to make a deposit. Upon winning, the money is paid back to the card used to make the deposit... great. Well, it was great until the 500 pounds I won , turned up on my card account then disappeared!? So, called the MC company and they said it was transferred to the main card holders account.. my hubby, which would have been fine , except, it didnt happen! On my hubby,s statement, there is NO mention whatsoever that the transfer occurred..none. According to the MC company it,s showing as being transferred on their system, but it,s most definitely not showing as being transferred either from my Card account to my hubby,s ..and it,s nowhere on my hubby,s either! Despite sending the screenshots of my statements to these idiots.. they are STILL insisting we received it??? Ive demanded they investigate WHY their system shows a differential . I feel that they are not even looking at the evidence Im providing , and just going on what they can see on their system. My question is this...how do I proceed ? Many thanks.

Consumerist

Lodge a formal written complaint to the card company. If the complaint is not resolved to your satisfaction after 8 weeks, you can refer it to the financial Ombudsman.

You may be able to use <Resolver> to lodge the complaint if the company is signed-up to it.

thunderbirdy63

Dear Consumerist.. thank you so much for taking time to help me, it,s very much appreciated.

SnowTiger

MasterCard is a bit of a oddity.

I use Betfair sometimes and, apparently, it's only possible to have winnings up to the amount you deposited refunded to a MasterCard you used.

https://payments.betfair.com/eunitedkingdom_gbp_UKMC.htm:

Due to a MasterCard policy, withdrawals are allowed only up to the total value of your MasterCard deposits. You may choose an alternate payment method for your "additional winnings".

And, according to https://poker.paddypower.com/online-poker/how-to-deposit/withdrawals:

Please note: European MasterCard issuers have unilaterally decided that they will no longer accept withdrawals back onto their cards. Also, some Sterling customers with an address in Northern Ireland or outside the UK may not be able to withdraw funds back onto their Mastercard either. In these cases, in order to make a withdrawal you will be given the facility to withdraw by cheque.

Due to these MasterCard rules, perhaps the casino wasn't able pay your full winnings back to the card.

thunderbirdy63

Hello SnowTiger.. The Casino paid the full winnings back to my Card account but due to the fact that my card is an annexe of my husband,s account, ( he being the main account holder ...in effect, all funds going from his account and also back into it ) the winnings would be automatically transferred to the main account. This I knew, and was absolutely fine about. However, when the money didnt appear on my husbands account OR was there any evidence that the winnings had been transferred to it from mine ( on our statements ) , I called the MC Company . The phone calls were really frustrating, it was a ' foreign ' call centre and I got the impression they were not even remotely interested in what I had to say... or were they prepared to look at the evidence! Ater sending my screenshots , proof of ID, address, etc.. I still got the same answer ...' Our system quite clearly states the transfer occurred ' .. grrr! When I asked them WHY then our statements were different to their system ... instead of giving me a direct answer, he just kept repeating the same line! I was so angry.. I thought I was going to explode!! In fact, when I asked him about the screen shot, he told me he hadnt even looked at it??!! Terrible customer Service ! I chastised him for not even gathering or bothering to check my evidence before jumping to their own defence. So, it is quite clear to me they have no interest in what I have to say, which I find incredulous and very suspicious .
Thank you Snowtiger for your reply :-)

eDicky

As a warning to others, perhaps you could identify the particular prepaid card. It may also help in resolution of your case, if this thread comes to their attention.

thunderbirdy63

Hello, eDicky.. thank you for your reply. I wasnt sure whether I was allowed to ' name and shame' ? I have no problem giving the name , it,s Pockit !

boo_star

thunderbirdy63 wrote: »

Hello, eDicky.. thank you for your reply. I wasnt sure whether I was allowed to ' name and shame' ? I have no problem giving the name , it,s Pockit !

When was the transaction actioned?

Maybe they're trying to "Pockit" some interest by taking, for example, 3 days to process it?

thunderbirdy63

Hi, Boo Star! The Casino deposited the winnings into my account on the 16th October 2015. As yet, there is no evidence of a transfer from my account to my hubby,s . Their Customer Service is dreadful and woefully inadequate .

boo_star

thunderbirdy63 wrote: »

Hi, Boo Star! The Casino deposited the winnings into my account on the 16th October 2015. As yet, there is no evidence of a transfer from my account to my hubby,s . Their Customer Service is dreadful and woefully inadequate .

Fair enough.

They're FCA registered so raise an official complaint. If it isn't resolved to your satisfaction after 8 weeks, take it to the Ombudsman.