Complaints
This profile includes complaints for Onbe's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 304 total complaints in the last 3 years.
- 64 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/09/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Thanks again BBB for resolving the matter that couldn't have been solved without your intervention and I had put it behind the shelf just coz no one was there to listen to.
e to redeem and they said they will try to escalate the matter and revert back to me. It is over a month now and no resolution.I want my money back, it is not small amount it is $1000 which I earned because i worked really hard to get that money. Digital solutions didn't even have role to play except getting money from my company and issuing the card to us. You can charge your admin fee but you can not forfeit entire money of mine.Corporate companies need to stop using their services. It is a rip off!!!
Sincerely,
Priyanka ****
Business Response
Date: 05/15/2025
May 15, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
Davinci Payments, as the program manager for prepaid cards issued by ************ N.A., Member ****, on behalf of Tango, received the complaint number referenced above on May 9, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the complaint, the cardholder received 3 Mastercard virtual prepaid cards total worth $1000 through their employer's rewards program. The cardholder tried accessing the account and it said the cards were expired. The cardholder called customer service and asked for them to be reissued but was advised they were not eligible for replacement.
After reviewing the account, the first card was reissued on April 10, 2025, with a balance of $300. The second card was reissued on May 13, 2025, with a balance of $30.00. The third card was reissued on May 13, 2025, with a balance of $500.00.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Initial Complaint
Date:04/30/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please delete this from their record. We rarely had any issues and usually it was on the Customer side, they have been very good to us. They changed an email so long ago, we just did not get the message. I have been taken very good care of in this matter. I really want to withdraw this complaint.
Sincerely,
***** ******/ Premium DestinationsBusiness Response
Date: 05/08/2025
May 8, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
Davinci Payments, as the program manager for prepaid cards issued by ************ N.A., Member ****, on behalf of Premium Destinations, received the complaint number referenced above on May 1, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the complaint, the complainant states they have been using the service of Swift Prepaid Solution for years. The complainant states they have over $500 in their account and when they attempted to login, it states there were too many invalid login attempts and they have not used it since last year. The complainant says they called and emailed the home office, the number and email that was provided via a website but did not receive a response and wants access to their funds.
For security reasons, users lose access to the account if it remains inactive for an extended period. The Client Support Manager successfully reinstated the user's access, and they were able to log in to their account.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Initial Complaint
Date:04/24/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23247290
I am rejecting this response because the statement by the business -- to wit, "the card was reissued with a balance of $125" lacks clarity.Does "reissued" mean a new card is being mailed to our physical mailing address? When was it supposedly mailed? When is the estimated arrival date?
(If "reissued" meant "the existing card / number was reloaded", that statement would appear to be factually incorrect, as the card still shows as "expired" when attempting to register it with Onbe / *******************************************************)
We will consider the complaint resolved when either a new card with a $125 balance is received or the existing card is again usable... neither of which is yet the case.Sincerely,
***** ******Business Response
Date: 04/30/2025
April 30, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
Davinci Payments, as the program manager for prepaid cards issued by ************ N.A., Member ****, on behalf of *********, received the complaint number referenced above on April 24, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the complaint, the cardholder was provided with a prepaid debit card supported by prepaiddigitalsolutions aka Onbe. The card was provisioned with a $125 balance and the cardholder states the card could not be accessed or used online prior to expiration.
After reviewing the account, the card was reissued with a balance of $125.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Business Response
Date: 05/08/2025
May 8, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
Davinci Payments, as the program manager for prepaid cards issued by ************ N.A., Member ****, on behalf of *********, received the complaint number referenced above on May 2, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the rejection, the cardholder states, "the card was reissued with a balance of $125" lacks clarity in the initial response. The cardholder is not sure if "reissued" means a new card is being mailed to their physical mailing address and asks when it was mailed and also the estimated arrival date.
After reviewing the account, a new card was mailed to the address on file on May 1, 2025 and should arrive in 7 to 10 business days.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Customer Answer
Date: 05/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ******Initial Complaint
Date:04/22/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23235089
I am rejecting this response because: The documents were sent to **** ******* on Monday May 5th and have heard nothing from her, Today is Thursday May 8th and I have heard nothing. I have reached out by phone and email to contact her and still no response.
Sincerely,
**** ****** address. I have sent many documents proving who I am and that this fraud continues and nothing has been done. I continue to have money stolen from me. Please help!! I need this money the amount of money that is stolen continues each week, so the disputed amount continues to grow. I also want the fraud stopped and the card block from going negative.Business Response
Date: 05/06/2025
May 6, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
North Lane Technologies, as the program manager for prepaid cards issued by Sunrise Banks N.A., Member ****, on behalf of **************, received the complaint number referenced above on April 22, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the complaint, the cardholder states they donate plasma and ******* pays them by putting money onto this card. The cardholder alleges they have had nearly $500 stolen in February 2025 and another $440 stolen off of it on March 26th 2025. The first amount has been refunded, but the second amount hasn't. The cardholder states they have sent many documents proving who they are and this fraud continues and nothing has been done so the disputed amount continues to grow.
After reviewing the account, the cardholder submitted the fraud forms for the first transaction on March 3, 2025 and a fraud credit in the amount of $524.39 was applied to the cardholders account on April 3, 2025. There were no other forms submitted for the second fraudulent transaction of $440.00. **************** reached out to the cardholder via email and sent the additional fraud forms needed to conduct a second investigation, but the cardholder has not submitted the forms yet. Once the forms are received, a case number will be assigned and the investigation can begin.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Business Response
Date: 05/13/2025
May 13, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
North Lane Technologies, as the program manager for prepaid cards issued by Sunrise Banks N.A., Member ****, on behalf of **************, received the complaint number referenced above on May 8, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the rejection, the cardholder states the documents were sent on May 5, 2025, but the cardholder has not had any confirmation the forms were received.
After reviewing the account, the fraud forms were received on May 12, 2025, and a case number has been assigned. The fraud investigation may take 45 to 90 days to be completed. Once the investigation is finalized, the cardholder will be notified.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Initial Complaint
Date:04/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is because I made an initial complaint on January 26th, 2025, to this business, sending the corresponding form via fax and regular mail regarding the fraud through my BioLife debit card, which it is supposed to be in charge of it, but until now, I have not received any response from you.I have emailed Onbe more than twice, the times I have made the complaint via fax and regular ******* has been much more than 45 days since I made the initial complaint.I am claiming a response and resolution of this matter that has not been processed according to the regulations and time frame indicated on the respective form.Business Response
Date: 04/29/2025
April 29, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
North Lane Technologies, as the program manager for prepaid cards issued by Sunrise Banks N.A., Member ****, on behalf of Biolife Plasma, received the complaint number referenced above on April 21, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the complaint, the cardholder made an initial complaint on January 26th, 2025, sending the corresponding form via fax and regular mail regarding the fraud through their BioLife debit card. The cardholder states they have not received any response from Onbe about it and has been much more than 45 days since the cardholder made the initial complaint.
After reviewing the account, the cardholder contacted the customer service department on January 27, 2025, to advise that fraud had occurred. We received all necessary documents on March 31, 2025, and a case number was assigned. Claims may take 45 to 90 days to be completed once all documentation is received. The cardholder will be notified when the investigation has been finalized.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Initial Complaint
Date:04/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23216098
I am rejecting this response because: I sent the fraud form and have been communicating with your customer service. This is not resolved!!
Sincerely,
******* *****There is no possible way that this e-card was hacked through my phone. It was a data breach within ************ and I have to jump through hoops.Business Response
Date: 04/29/2025
April 29, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
North Lane Technologies, as the program manager for prepaid cards issued by ************* N.A., Member ****, on behalf of ********, received the complaint number referenced above on April 17, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the complaint, the cardholder received a $200 E Gift Card from *******. The cardholder activated the card on 1/23/25 and used it on 1/24/25 at CVS and ********** in person with their phone app and PIN. The cardholder made a few other purchases but suddenly the balance was gone except for $1.69. The cardholder noticed two fraudulent charges and reported them totaling $44.95. The cardholder alleges they made countless attempts to resolve this with customer service which resulted in a new card being mailed which the cardholder never received.
After reviewing the account, customer service sent the fraud forms to the cardholder to fill out and send back. The forms were received and a case number was assigned on April 29, 2025. The investigation can take 45 to 90 days to be completed. The cardholder will be notified when the investigation has been finalized.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Business Response
Date: 05/08/2025
May 8, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
North Lane Technologies, as the program manager for prepaid cards issued by ************* N.A., Member ****, on behalf of ********, received the complaint number referenced above on May 7, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the rejection, the cardholder states they sent the fraud form and have been communicating with customer service, but this is not resolved.
After reviewing the account, the forms were received, and a case number was assigned on April 29, 2025. The cardholder was advised the investigation can take 45 to 90 days to be completed. At this time, there is nothing more we can do until the investigation is complete.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Initial Complaint
Date:04/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
11/3/2024 - I called to report fraud on my account. I went through the details with the person on the phone. My card was deactivated and they sent me a new one. He then sent me a no-reply email with the forms I needed to file a fraud investigation. The forms could not be emailed, only snail-mailed or faxed. I made seven attempts to fax over two days. The company never answered their fax. So I then mailed a copy certified mail. 11/12/2024 Tracking 7022 2410 0002 5879 9754. Delivered 11/19/2024.I waited patiently until March. Funds were not returned. I called customer service again, they told me that the paperwork was not received. I told them that it was sent certified and tracked as delivered. They repeated over and over that they did not receive the paperwork. I mentioned that the fax did not work - they would not acknowledge. They suggested that I mail it again and call an check to see if it arrives.I resent the paperwork 3/17/2025 again, certified tracking **********************. Now showing ready for pick up since 3/20/2025. **** says if they do not pick it up by 5/3, it will be sent ******* is my observation that they are making this process intentionally difficult and time consuming in hope that I will give up. They are also likely collecting interest on this money.The below number is my fraud declaration reference number.Business Response
Date: 04/25/2025
April 25, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
North Lane Technologies, as the program manager for prepaid cards issued by Sunrise Banks N.A., Member ****, on behalf of *****, received the complaint number referenced above on April 13, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the complaint, the cardholder called to report fraud on their account on 11/3/2024. The card was deactivated and the cardholder was sent a new one. **************** then sent a no-reply email with the forms needed to file a fraud investigation. The cardholder states they faxed and mailed the forms but did not hear back. The cardholder resent the paperwork on 3/17/2025 and again the forms were not received.
After reviewing the account, the investigation has been finalized and a fraud credit of $431.70 was applied to the cardholders account on April 25, 2025.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Initial Complaint
Date:04/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received a prepaid debit card issued by North Lane for a rebate I sent in for purchasing Peak antifreeze. The valid thru date on the card was 4/25 so I activated it on 4-5-25 giving me a couple weeks to use up the money, after activating it the balance it shows is 0. I then call customer service and I was notified that the charge a card maintenance fee every month it sat on my counter and it had eaten up the whole balance of the card.Business Response
Date: 04/14/2025
April 14, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
North Lane Technologies, as the program manager for prepaid cards issued by ************* N.A., Member ****, on behalf of ********************, received the complaint number referenced above on April 5, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the complaint, the cardholder received a prepaid debit card issued by North Lane for a rebate they sent in for purchasing Peak antifreeze. The valid through date on the card was 4/25 so the cardholder activated it on 4/5/25 giving them a couple weeks to use up the money, but after activating it the balance shows 0. The cardholder then called customer service and was notified that the charge was a card maintenance fee for every month it sat on the cardholders counter, and it had eaten up the whole balance of the card.
After reviewing the account, the maintenance fees were reversed and the card has been reissued with a balance of $14.00.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************Initial Complaint
Date:04/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company provides payment cards and cancelled my final transaction because their computer mistakenly rejected the transaction. According to their customer support, my last transaction was submittrd after the card expiration date on 3/31/25 EST. Hoeever, I have evidence showing that the transaction was submitted prior to the expiration date. I reached out to customer support and they refused to receive or evaluate my evidence. The remaining balance was just $14.45, and they said to receive that balance, I had to pay a penalty of $12.95. I ask that I be sent the remaining balance on my account because the error was with their computer system.Business Response
Date: 04/11/2025
April 11, 2025
BBB Complaint
Complaint #********
To Whom It May Concern:
Davinci Payments, as the program manager for prepaid cards issued by ************ N.A., Member ****, on behalf of **********, received the complaint number referenced above on April 5, 2025. As a business that aims to provide a positive cardholder experience, we endeavor to resolve all cardholder issues in a thorough and satisfactory manner.
Per the complaint, the cardholder states this company provides payment cards and cancelled their final transaction because the computer mistakenly rejected the transaction. According to their customer support, the cardholders last transaction was submitted after the card expiration date on 3/31/25. The cardholder reached out to customer support and they allegedly refused to receive or evaluate the evidence. The cardholder states the remaining balance was just $14.45, and customer service advised the cardholder that to receive that balance, the cardholder had to pay a penalty of $12.95.
After reviewing the account, the card was reissued with a balance of $14.45.
If the cardholder has any further questions, they may reach a dedicated service agent by the phone number listed on the back of the card. Our *************************** is available 24/7 all year round.
If the BBB should have any additional questions, please feel free to contact us at the email found below.
Sincerely,
Onbe Compliance Office
***************************************************************
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