Can We swap do this, Please help

isoken81

I got a We swap pre pay credit card in November 2015. In April 4th I got an email stating To maintain the security on your WeSwap account, we require some further verification from you.

Please could you provide the following:

A brief explanation of the main purpose for using your WeSwap card
A copy of the bank statement(s) for the card(s) or account(s) used to load your WeSwap account. If you have used more than one card to load your account please send through the corresponding statement for each card. Each statement should clearly show the following:
The last load made to your WeSwap account
The cardholder's name and address
We would be grateful if you could send these documents to us as soon as possible so you can continue to use your WeSwap account.

The very next day, the card was blocked and I have £650.00 on the card and I can not use the card. I call Weswap and I was been passed from one person to the other. After three days of phone calls and Two emails , I got a reply in a form of the same email and that was it. I was not given enough time to send the information they wanted before blocking the card.
Please, are they allowed to do that. They are not responding to my emails and I can get my money. I sent them an email saying that I don't want the card anymore and that I want the money on the card back. No reply from them

What can I do. how do I get my money back?

grumbler

Send them the copies they want?

The main purpose of the request seems to be to make sure that you used your account, not a hacked one, to upload money to the card. If so, they still will want the copies, and are allowed to want them, even if you close the card.

eskbanker

isoken81 wrote: »

I got a We swap pre pay credit card

By definition a pre-paid card isn't a credit card, i.e. there's no credit involved, you're just spending your own money (when you actually have access to it) rather than theirs....

Anyway, if you're having trouble getting them to answer you, many companies are more responsive on their social media channels, where complaints are more publicly visible, so maybe worth trying their Facebook, Twitter, etc, see https://www.weswap.com/en/help/general/how-to-contact-us/ for details.

Cjm340

I would avoid using we swap. They unloaded my card when I asked for a refund and never paid the money to my bank account. The customer service have not responded to emails or calls. They seem dodgy...

eDicky

isoken81 wrote: »

We would be grateful if you could send these documents to us as soon as possible so you can continue to use your WeSwap account.

What can I do. how do I get my money back?

The solution is straightforward - provide what they are asking for. If you protest or communicate anything else, they will just ask for it again, which they did.

I have no experience of WeSwap but presumably you can email the info with photos or screenshots etc. I use Revolut who block you instantly when they need this kind of verification, then unblock when you send it with the app. You just have to expect this sort of thing with 'fintech' services, along with the general convenience.