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:
- 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);
- Your name;
- Your address;
- Your contact telephone number;
- Clear details of your complaint;
- 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
- P.O. Box 2900
Clinton, IA 52733-2900- Telephone: 1- (855)- 411-2372
- Website: https://www.consumerfinance.gov/complaint/
Recent Articles
I would like to file a complaint. How should I proceed? (For cards issued by Equitable Bank)
Customer Complaints Resolution Guide (Equitable Bank) 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 ...PTC Mobile Wallet - Services Terms of Use
These terms and conditions are applicable to prepaid cards issued by Peoples Trust Company that have been enabled for mobile wallet services within your card program. Peoples Trust Company Terms of Use for Mobile Payment Services Last modified: ...Our Privacy Policy
Last Updated: January 1, 2022 For Canada and US Our Commitment At Cardholder Support, we are committed to protecting your privacy and confidential information while maintaining strong practices in the handling of all Personal Information. This ...Fraud FAQ
Do you have a particular question that wasn't answered by our original fraud article? Have a look here as well: How can I protect my card information or the safety of my physical or virtual card? It is your responsibility to track your account ...Can my card be used in any country?
Here is the list of countries where your prepaid card will not be usable due to either sanctions or restrictions on financial institutions in the USA and Canada: Afghanistan Angola Bangladesh Belarus Burundi Cambodia Central African Republic Crimea ...