Complaint Review: EPPI CARD GA - Georgia

I am posting this only because I have to suffered unwanted charges and Horrible Customer Service from this EPPI Card Service Company. This is through a Child Support Service they offer if you do not have a Checking Acct or do not wish to receive checks in the mail. On July 14, 2013, I called into their Customer Service line requesting a new card because my old one had expired. Before this I was using my Personal Checking Acct and no longer to use it. So when  I called on Sunday Evening, I spoke with Customer Service first and explained that I needed a new card, because my old one was no longer working and had expired. The man I spoke asked me to verify who I was and my baisc demographics in order to assist me. I did as he asked and when he pulled up My Acct , he said I see your card has been expired and we sent you another one to your address..dated ..... I told him that I never recieved it and if I could get another one. I also told him that I just recently moved and needed to update My acct info. He said well in order to update your info he was going to have to transfer me to the (Level 2 Dept).  I then asked him what is that? He said that dept does all the updating of addresses and contact information. I said fine. Thank you. He also stated that they will be able to send out another card from there because it would make more sense after they update My address and contact info.

So I waited for about maybe 5 mins.. Got a very pleasant speaking lady on the phone, and she told me her name and what could she help me with. I told her I needed to update my contact info and re order a new debit card. She said she would be happy to assist me with that and told me to give her My new address and contact info. Throughout this whole conversation I was not thinking of any errors that would have occured. I was pleased with the Service I got from her and she made it very clear to me that she updated My info and the new debit card will take 5-10 business days to recieve in the mail, or I had an option to expidite it in 2 business days for a fee of $15. I told her, No THANK YOU, I will keep my money and wait patiently. Her and I giggled and said our farewells. She then told me that if I had any other questions or concerns to please contact her back at the customer service number listed on the back of the card. I told her, Thank you soo much for your time and help, have a wonderful evening.....

July 24,2013- I have been waiting patiently and was wondering why I haven't recieved My card yet. Give or take 5-10 business days, it may come within those days given. So I called the Customer Service and spoke to a gentleman in the Cs dept and I asked him if there was anyway to find out if my card had been sent out or if there was something going on I needed to assist them with. He asked me for my contact info / DOB/ SS# etc. I gave that info to him and he stated that there was no card to be sent. The rep that updated your info never sent one out. She updated your info but that was it. I was like: " Wait a mintue here"! I called on the 14th to get a new one sent to my updated address and she didn't send it out???? I was like, ok who do I need to speak with regarding this issue your company has occured. He said you will have to speak with Level 2 Dept, they are the only ones who can fix this problem. I said no, transfer me to your suspervisor. He said fine and I was then on hold for 10-15 mins and then a man answered and said, this is so and so how can I help you. I asked him, are you the supervisor? He said no Im in the escalations dept how may I help you. I told him the drama and he asked me the questions regarding my personal info. Gave it to him and he put me on hold. I was then on hold for about 35 mins altogether. He came back and yes I see you called on the 14th and updated your info but the rep never sent a new debit card to you. I said, yes I understand  that but why did this happen? and now I have to wait another 5-10 business days before I can get a new one? he said yes. What I can do is wave the $5 for a re-order of a new card and send a request to the Dispute Dept to wave the $ 15 to expedite, but I doubt they will wave it only because you would have had to had your first card expedited in order for them to wave it, but i will send a request. So I was like, wait... so your telling me that your Level 2 Rep forgot to send out my new debit card and you dont know if you can expedite it and your not sure that your Dispute Dept will wave the $15 because an ERROR ON YOUR COMPANIES behalf? He said" Yup"! exactly. I was then irritated. I said I would understand if i made the error and then I would have to either pay a fee to rush my card or wait another 5-10 business days, but I didn't. I was fustrated and asked him to transfer me to his supervisor and he stated, my suspervisor wouldnt be able to do more than what I am doing for you and plus there isn't one available. Now at this time, I was P.O. You mean to tell me that you nor your supervisor can confirm if these fees will be waved before we get off the phone? He said "Yep" Then he started to get irritated with me, you could hear it in his voice as if it were my fault i was taking up his time. I said look.:..... All I want to know if anyone of you guys going to help me feed my child and or bills because I am going to need a rush on that card without any fees deducted from my acct. I am YOUR customer, without me using this card, you dont get paid. Is'nt that the way the world turns? He said, no, either way i will get paid but that has nothing to do with it. So I said I will hold on the phone for a suspervisor Thank you.

Honestly I can go on and on about this company and their service but the end results I did get a " supervisor" and told that I was denied my request for a waiver of the fees becauses... there was no answer. I said so because someone in your Level 2 Dept messed up I, the customer has to suffer another 5-10 business days? The suspervisor said yes. He had no more info than the Level 2 Rep, which was outrages!!! I told him, put yourself in my shoes. I told him, if the tables where turned and if you had a life where your were waiting for your debit card would come in so you can feed your family and pay your bills, you wouldn.t be upset with what your telling me all you can do?  IN HIS WORDS... I AM SORRY YOU FEEL THAT WAY? I said what???? and he repeated himself. From that point on, I said his name and asked him if they were accredited with the BBB, he said yes and allI could say was have a nice day. And here I am. There has to be something done. because I am not the only one complaining about their horriable customer service and able to comply with what is right. Oh and I did record both the Level 2 escalations Rep and Supervisors conversation and told them I was. Neither one cared.