VISA issued AAA Travel Money Card

Discuss the Visa & MasterCard payment networks as well as cards that operate through them.
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fedupp
 
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VISA issued AAA Travel Money Card

Postby fedupp » Tue Dec 27, 2016 8:42 pm

This has been a nightmare of an experience and its not over.
My daughter purchased a AAA Travel Money Card. This is issued as a VISA through MetaBank . She spoke with Mark at AAA in Winston Salem. My daughter was planning to leave for New Zeland and knew she had lost debit cards in the past so was looking for a secure way to travel with her money. AAA told her that the card could be replaced with 24-48 hours and she was skeptical so the employee called the card number and they confirmed this information.
My daughter lost her card shortly after arriving in NZ. I am in North Carolina. She could not access the numbers given on the card information to call for a replacement. No matter what sequence of numbers she called, with country codes or without, no matter what time of day, she would get a recorded message that said, "this number is not available at this time."
i helped her call MetaBank on Dec 12, 2016. Rhonda at MetaBank told us to call VISA911. VISA911 told us to call another number who told us to call another number and we were sent back to MetaBank and Rhoda answered again. She called VISA911 and got them to take action. VISA911 said they sent a replacement card but it never arrived. They did not give any tracking numbers and will not/cannot to this day. Dec 27, 2016. On Dec 22, 2016, I spoke with two reps at VISA911 at separate times, Isabelle and Lana, who each told me they would return my calls with information regarding the DHL delivery. They have never called back. I talked in person to AAA on Friday the 23rd but none of their employees were able to help. AAA called MetaBank and passed the phone to me. Michael was unable to help and told me a supervisor would call that day. Della, who said she was not from MetaBank but card member services (though they share the same phone number), called on Sat the 24th of Dec. She was not able to help and told me I needed to call VISA911 to get the DHL information. My daughter just received her replacement card on Dec 28, 2016 in NZ. It took over two weeks. My daughter wants to set up a pin so she can access an ATM. She still cannot use the phone numbers MetaBank has published on their website, nor the one on the back of the card, using her cell phone in NZ. I called the number on the back of the card, 1-855-702-8428. The MetaBank rep, Becky, is trying to tell me my daughter cannot set up a pin, nor can she get cash off her card at an ATM. This is unacceptable and contradicts what is clearly and unequivocally stated on their website, as I quoted to Becky.

Helpful Information
Chip Travel
Emergency replacement cards can be used for purchases and obtaining over-the-counter withdrawals at banks. The replacement card will be registered prior to receipt; this may take from 24 to 72 hours to process. A new PIN must be set prior to being able to access cash at an ATM. Call customer service at 1-855-702-8428 to set a PIN.

After failing to prove her point, Becky said she could not help and asked to have a supervisor call me in the next 24-48 hours. This has been an absolute nightmare. Each different person has different information and no one has it all nor will anyone offer any real help. I have started posting to every website I can find: TripAdvisor, BBB, Yelp, and now this one. I will be calling the North Carolina Attorney general, the SEC, and whoever else might be able to stop corporate plays like this that prevent people from accessing what belongs to them.
How can we get her money back to her?


Tubpbs
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Re: VISA issued AAA Travel Money Card

Postby Tubpbs » Tue Dec 27, 2016 10:56 pm

fedupp wrote:This has been a nightmare of an experience and its not over.
My daughter purchased a AAA Travel Money Card. This is issued as a VISA through MetaBank . She spoke with Mark at AAA in Winston Salem. My daughter was planning to leave for New Zeland and knew she had lost debit cards in the past so was looking for a secure way to travel with her money. AAA told her that the card could be replaced with 24-48 hours and she was skeptical so the employee called the card number and they confirmed this information.
My daughter lost her card shortly after arriving in NZ. I am in North Carolina. She could not access the numbers given on the card information to call for a replacement. No matter what sequence of numbers she called, with country codes or without, no matter what time of day, she would get a recorded message that said, "this number is not available at this time."
i helped her call MetaBank on Dec 12, 2016. Rhonda at MetaBank told us to call VISA911. VISA911 told us to call another number who told us to call another number and we were sent back to MetaBank and Rhoda answered again. She called VISA911 and got them to take action. VISA911 said they sent a replacement card but it never arrived. They did not give any tracking numbers and will not/cannot to this day. Dec 27, 2016. On Dec 22, 2016, I spoke with two reps at VISA911 at separate times, Isabelle and Lana, who each told me they would return my calls with information regarding the DHL delivery. They have never called back. I talked in person to AAA on Friday the 23rd but none of their employees were able to help. AAA called MetaBank and passed the phone to me. Michael was unable to help and told me a supervisor would call that day. Della, who said she was not from MetaBank but card member services (though they share the same phone number), called on Sat the 24th of Dec. She was not able to help and told me I needed to call VISA911 to get the DHL information. My daughter just received her replacement card on Dec 28, 2016 in NZ. It took over two weeks. My daughter wants to set up a pin so she can access an ATM. She still cannot use the phone numbers MetaBank has published on their website, nor the one on the back of the card, using her cell phone in NZ. I called the number on the back of the card, 1-855-702-8428. The MetaBank rep, Becky, is trying to tell me my daughter cannot set up a pin, nor can she get cash off her card at an ATM. This is unacceptable and contradicts what is clearly and unequivocally stated on their website, as I quoted to Becky.

Helpful Information
Chip Travel
Emergency replacement cards can be used for purchases and obtaining over-the-counter withdrawals at banks. The replacement card will be registered prior to receipt; this may take from 24 to 72 hours to process. A new PIN must be set prior to being able to access cash at an ATM. Call customer service at 1-855-702-8428 to set a PIN.

After failing to prove her point, Becky said she could not help and asked to have a supervisor call me in the next 24-48 hours. This has been an absolute nightmare. Each different person has different information and no one has it all nor will anyone offer any real help. I have started posting to every website I can find: TripAdvisor, BBB, Yelp, and now this one. I will be calling the North Carolina Attorney general, the SEC, and whoever else might be able to stop corporate plays like this that prevent people from accessing what belongs to them.
How can we get her money back to her?


I think step one here is for your daughter to figure out why she loses everything. That's the problem here. Not the bank'a inability to seamlessly service her when she's abroad...
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fedupp
 
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Re: VISA issued AAA Travel Money Card

Postby fedupp » Wed Dec 28, 2016 7:27 am

You are wrong. The problem is the people taking advantage of other people's weaknesses.

She obviously knows that problem and is working on it. Also, obviously, other people in this world have the same problem and are willing to pay dearly to have help. Don't sell a product to her that falsely advertises a solution if you unwilling or unable to provide the solution. This makes the provider of any such intentionally false sales a criminal. My daughter may be disorganized due to issues within or beyond her control but that doesn't make her a criminal.

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kcm7
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Re: VISA issued AAA Travel Money Card

Postby kcm7 » Wed Dec 28, 2016 9:54 am

That sucks, and I agree that companies should not advertise services they can't deliver on.

I've had some disappointing experiences in the past with "travel" reloadable debit cards and so have my friends. I ditched that type of product long ago.

I know you're not looking for advice, but I never carry any kind of reloadable cards when I travel anymore. Any companies providing them have NO reason to bend over backwards to help you when you need it. Yes, it's technically more secure than cash, but that's of little value, when you lose the thing and the company providing the card couldn't care less about replacing it quickly.

Your credit card company or bank, on the other hand, stands to lose more if you take your business elsewhere.

As someone who also loses things a lot (I've lost my passport while abroad and also been robbed!), I find that having lots of options is key. I carry cash, in local currency, some of which I keep in my money belt, some in my day purse, some in the hotel/hostel safe if it has one. I have two debit cards from major banks with enough money in my checking accounts in case I need to make a withdrawal at an ATM (and, yes, eat the fee), and since the PINs are already set up, I don't have to worry about trying to set up a PIN from abroad. If I lose one, I call the bank and just cancel the card and use my other one as back-up. And I have a credit card with no foreign-currency fees. I keep these cards in my money belt or in the safe.

Good luck to your daughter. I know I gave my parents some gray hairs with the troubles I ran into while traveling when I was younger, and I never appreciated their efforts enough. :)
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