Complaint Review: My VanillaCard Prepaid MasterCard - Nationwide

First off, it's hard to get ahold of a live person. You cannot use the card without first registering it. I went on online and made an attempt to register. They go through an extenstive verification process, asking for your social security number and they ask you to verify past addresses. There were addresses on their that I DID NOT RECOGINZE.  So I guess based upon my incorrect answer, they were unable to verify my identity. I then tried to register using my son's name, bod and ss#.  Same thing happened. I then decided that I had to speak with someone so after listening to the prompt instructions and then listening to the respective description of the prompt that I had pressed, I then was connected to a live voice. 

Here's  how the conversation went. Hello, my name is - I'm calling about my card. I've had the card for a few months and  I attempted to register online. Once in my name and a second time under my son's. The first time I attempted to register, I received a notification that my identity could not be verified. Made another attempt under my son's info and was told the same thing. What info is needed to identify who I am? I was told that because the card was registered twice by two diffrent people, my funds of $25.00 were on hold.

Then I was told that they charge a monthy fee of $3.95 and I was charged this twice so my balance is down to $17.10. Ok. I understand.  Now, since there were two attempts to register the card, identity needs to be verified. Ok, no problem. At this point I'm thinking all I need to do is asnwer some questions.

No, I need to send them a color copy of my driver's license and social security card which is absurb. And the only way to do this is via email.

Now, we all now that emails are not secured unless encrypted which I don't know how to do. I was told, sorry maam that is the policy and then was told that all emails are secured. I agrued this point with the supervisor Jazmine. After going round and round, I asked for the terms and conditions about needed my drivers license and social security number.

After having me on hold for approximately 7 minutes, she then gets back on the phone and just dives in like she is having a regular discussion with me. At was at that time that I advised that I would be recording our conversation.

She got very upset and said that wasn't allowed and if I did, she would hang up on me. I asked why and what was the big deal. Recording was for my reference. I asked if I was being recorded. She stated yes. I told her that I don't recall being advised of this. What if I don't want to be recorded?

She was adamant about the recording and stated that if I recorded her, she would hang up on me. I lied and said I wouldn't so that I could get to the terms and conditions. Maybe beacuse of my rage, I did not hear anything about why it was necessary to receive my personal info and there was no guarantee that my information would be protected.

When I asked Jazmine about this, she said they have no guarantee, nothing in writing that she could provide me and no verbal guarantee and that I would just have to trust her.  So now, I'm facing a dilemma. Do I say screw it, keep the $17.10 balance because I'm charged $3.95 monthy anyways, or do I say, no. It's the principle. I purchased the card and put the funds on the card, therefore the money is mine. I was given an email to send my documents to and was told that after I email the documents, it was my responsiblity to call them back and make sure they lift the hold off of my card. I was given the email: [email protected] and was told to put this # in the subject line: 2010001077273. I was told verification of my identity was necessary due to teroism and funding of terroism. Ok, whatever. But I'm a responsible american who has always paid taxes. She had an accent???? J/s....