Wired Plastic Complaint - Wired Plastic: Disorganization and Very Poor Service...is it for the Interest?
BOUNTIFUL, UTAH -- I agree with other bad reviews. They've been accused of freezing and holding customers money...it's true. Wired Plastic has poor service and will ruin your financial stability instead of help you improve it. They aren't as good as their ads suggest or boast so far as easy access to customer assistance either. I agree with the complaints about poor Customer Service.
I has a card with Wired Plastic about a year and a half ago. I had the card for two or 3 years back then. I used it to Direct Deposit my payroll and to pay bills from. Other than an occasional automated line freeze up...I never experience the money freeze; but I will say this, there were moments when I felt they were scams. Usually, I would panic like the other complaintants too; but I have to give it to Wired Plastic--they would generally straighten it out before I actually got in debted or lose personal accounts and utilities. Since I had no other card at the time; they were my only way of paying bills online and using it to purchase online. I guess when you only have one option; you just feel helpless until they make it right--then you are so releaved that nothing bad happened, you just accept them as they are...poor service and everything.
Then, I opened up a local bank account and it came with a bank card. I could make deposits without a fee and relying on my balance, I often didn't have card charges or monthly service charges. I used it, and the Wired Plastic. As it stood, I would have those routine weekend customer service line phone freezes--right when I had a small indiscretion with the card. The problems never seemed to happen on a week day when they were easy to contact. After a few more of those experiences, I begin to deposit my payroll into my Bank's account; rather than Wired Plastic. After that, my Wired Plastic card went unused for a year or so. After that, my job ended so I closed my bank account.
A year later, I still had my Wired Plastic card so I called to see if it was still active. It was deactivated due to none usage. Not a problem. When I began working again, I did my yearly taxes with HR Block and they gave me an Emerald card with my tax deposit and made it reloadable for private use; so I stuck with them. They were online bank cards like Wired Plastic; but I had access to their customer service no matter what--even late in the evening after 7:00pm. When ever there was a problem; I could reach them and resolve the problem. No weekend phone freezes, no denial of access to Customer Service without a card number (they won't allow you to contact Customer support without your card number). Plus, they never froze my money (thank goodness).
Now I'm not trying to doom Wired Plastic to a mob rule mentality or anything. They are simply another small struggling American Business, and I know things can go wrong. They served their purpose with me as a online card provider; but their service and access leaves something to be desired. Here's the current story on them. You be the judge:
I received a new card when the old card expired. I activated it over the phone to another "automated line". It kept looping (IT and Telecom techs will understand). I couldn't complete the activation. I called in and did it manually through their Customer Support and informed them (this is where customers feel as though they ignore their request) that the card was giving me trouble and I was planning to have my IRS Direct Deposited to them. I almost pleaded with them to be sure this time; because the deposit would be a large amount and I had a lot of bills to pay with the funds. I got a little jittery and called again to the line to double check. I checked my online site daily for two weeks.
Now here's the clincher: Jan 28th, the deposit posted. It was a Friday. I called customer support to check the balance and asked them to double check that the card was properly activated. The confirmed the balance of $5,358. I relaxed a little, because I did not want to be humiliated and made to look like a crook when trying to purchase something; if my card declined me in a public retail store. I proceed to wire some money to a family member in a crisis up state. Guess what? The card declined and I was told by Western Union that my bank declined the payment.
I contacted Wired Plastic to inquire. They reassured me that they did not decline the card and again--that it was active with my balance. I was online with mywiredplastic.com and was also looking at the balance...logged in and everything. I left the page open and made a trip to the supper market for my father. I tried to use the stores ATM and again, the card declined. I went to the cashier and tried to make a purchase. Again the card declined. I was so angery and irrate, I went straight home to call Customer Support.
When I sat down to my desk; I notice that mywiredplastic.com had logged me out. I thought maybe it was because I wasn't typing around on it (some sites shut down for your security after 15 or 20 minutes of inactivity), so I tried to log in again. At the same time; I tried to call Customer Support. This was all on a Friday; so I was a little nervous when I called. Sure enough, the phones to Customer Support were frozen and in a loop. It refused to acknowledge my card and politely said "goodbye". I called serveral times. No access. I paniced and immediately tried to go online and transfer my funds to my Chase Bank card account. I logged into mywiredplastic.com. It logged in and I could see the balance was still showing. Then I opened another tab on the internet and pulled up my Chase Online site. I went to the page to check for my routing and account number so I could type it in at mywiredplastic and wire transfer my funds to Chase. Suddenly, mywiredplastic.com shut down. The page just logged out within minutes of me accessing it. I looked and said "WHAT THA"...and tried to log back in. It was suddenly inaccessible. It shut me down and said account not found.
Now I don't know if anyone else would consider this "BAD CUSTOMER SUPPORT" or not; but I became livid. I called them all day for the remainder of the day and even into the night. I repeated tried accessing my website for wired plastic and it kept telling me it was closed for my security; and I should call the (801) 383-1003 number--which is the one that is telling me my user information is not in their system and refusing to allow me to even talk to a Customer Support representative That's absolutely ridiculous. Since they charge every time you talk to them physically, I suppose that if they can't access something to charge; they don't even want to hear from you. Now that's probably the reason people feel they hold your money to collect interest for the period it stays. They don't even pay the interest earn from the Bancorp or Zion Bank they use for the card members. They keep it. That's why the banks will tell you; you do not have an account with them. Wired Plastic simply has an account with them and they collect interest on all their customer deposits and just issue it out to the card members. They even occasionally refuse the card holder access to their own funds, due to security--even when it's the customer that may have made an error (keyed the wrong password, changed a pin number that Wired Plastic's system wouldn't accept due to technical phone problems, or when Wired's system improperly activates the card, etc.) and the customer needs to contact them to clear it up.
I think if they want to be considered a reputable company, they need to provide online chat's or technical support outside of their standard Customer Support line; for when the customer can't get through to them. I'm sure they are aware that the phones freeze up and that they occasionally have technical issues. I know this, because over 6 to 8 years of having the company and having these problem occur--they know it's necessary. They must not want to afford a separarte technical support staff. You would think they would opt to provide a contractor for IT and CHARGE IT TO THE CUSTOMER IF THEY USE THEM. They charge them for everything else. It would at lease give the customer a peace of mind over the weekend if they are only having technical issues. It will let them know that their lifes savings or their bill money to sustain them is not being ripped off. They would rest assured that by the end of the weekend (the following Monday) they may have the opportunity to clear up any problems. YOU THINK!!! >:-(
Signed, Incredibly Poor Organization and R&D. Bad for longevity in the business.