I would like to file a complaint. How should I proceed? (US)

I would like to file a complaint. How should I proceed? (US)

Customer Complaints Resolution Guide (US)

At Cardholder Support, we are committed to providing you with the best possible customer experience and high-quality products and services. While we are always delighted to receive any positive comments you might have, it is also important for us to hear about any problems that might arise, so that we can resolve the problem and maintain your trust. We can also use your comments to continuously improve the quality of the products and services we offer to you and our other clients. If you have a complaint or a concern about the products and services, please follow the instructions outlined below so that we can resolve your complaint or concern promptly and fairly.  
According to the Consumer Financial Protection Bureau (CFPB), a complaint is a “submission that expresses dissatisfaction with, or communicates suspicion of wrongful conduct by, an identifiable entity related to a consumer's personal experience with a financial product or service”.

Step 1. Contact our Call Center

If you have any complaints, please first attempt to resolve the issue or inquiry by calling the Customer Service Call Center at 1.888.988.7348 or at the number presented on the back of your prepaid card.

Step 2. Contact Our Support Team 

If your complaint was not resolved to your satisfaction, please send us an email to help@mycardholdersupport.com, so we can further assist you with the submitted complaint or inquiry. To help us resolve your issues as quickly as possible when you contact us, please provide us with as much relevant information as possible, including:
  1. Your proxy number (10-13 - digit number, is located on the back of your card. Please note this is not your 16-digit card number);
  2. Your name;
  3. Your address;
  4. Your contact telephone number;
  5. Clear details of your complaint;
  6. What you would like us to do to resolve matters.
When we receive a complaint, we aim to resolve your issues as fairly and as quickly as we can. Where possible we will endeavor to resolve your issues as soon as you contact us. If we need more time to investigate your complaint, we will send you an acknowledgment letter and we will keep you updated on our progress throughout our investigation.

Step 3. Contact our Issuing Bank, Evolve Bank & Trust

If customer service is unable to resolve the complaint or inquiry to your satisfaction, please call our issuing bank at 1.866.395.2754 or submit your complaint or inquiry through the form found on the Website (https://getevolved.com/contact/contact-us/). 

Step 4. Contact Consumer Financial Protection Bureau 

The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government responsible for consumer protection in the financial sector. It also helps to educate consumers to understand their rights and responsibilities when dealing with financial institutions and promotes financial literacy. 

If you have a concern regarding a potential violation of a consumer protection law, a public commitment, or an industry code of conduct, the concern may be communicated at any time to the Consumer Financial Protection Bureau, either in person, by letter, by telephone, or through its website at: 
Consumer Financial Protection Bureau 
  1. P.O. Box 2900
    Clinton, IA 52733-2900 
  2. Telephone: 1- (855)- 411-2372
  3. Website: https://www.consumerfinance.gov/complaint/

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