CardPool Customer Service Issues

On April 2, I made an order (Order Number [redacted]7) for a Sam’s Club card, spending $[redacted].02, which came with a [redacted]-day warranty. I used $74.21 at Walmart Store #[redacted] in Maple Grove, Minnesota on April 12. Unfortunately, the remaining $72.21 was fraudulently spent on separate transactions - one at Walmart Store #[redacted] in Macon, Georgia, and two at Walmart Store #[redacted] (location unknown) the next day. It seems someone obtained access to my card number and PIN provided by Cardpool. I have tried contacting Cardpool but have had no luck. I sent an email and made three calls since April 20, providing this information without any response. I am hoping for a resolution either by replacing the card with a valid Sam’s Club or Walmart card or refunding the stolen $72.21.

I purchased a $[redacted] hotels.com gift card through CardPool's website for $[redacted] on 4/28/19 with the intention of exchanging it for an amazon.com card. Unfortunately, since providing them with my card information, I have not received any updates. Despite multiple attempts to contact them via email and phone calls, I have not received any responses. The initial email from CardPool indicated that the card would likely be purchased within two days, but as of May 10th, it is still listed as "In Review." I reduced the value of my gift card by $[redacted] to facilitate the exchange for the Amazon card, to which they initially agreed upon.

Regarding the two Hobby Lobby Gift Cards with a total of $[redacted].39 that were declined due to a "zero balance": The Hobby Lobby manager confirmed that the cards indeed have a zero balance. Despite multiple attempts to reach CardPool.com through various means, including email, phone, Twitter, and Facebook, we have not received a refund. Upon contacting Hobby Lobby, we were directed to their Fraud/Loss Prevention Department. An agent named Daniel informed us that the cards are being investigated and are currently on hold. He requested that CardPool.com contacts him directly on his provided line, which we relayed to CardPool.com via a voicemail on Thursday, 5/9/19. Both the Better Business Bureau and CardPool's Facebook page show numerous similar complaints from other customers. On 2/9/19, the new Owner and CEO, David S. Jones, made a Facebook post acknowledging the issues and promising swift resolutions, but there have been no updates since then.

I am inquiring about my American Airlines Amazon card worth $80.56. I have been trying to reach out via email and phone, but have not received a satisfactory response. I am frustrated with the lack of assistance and wasted time. Please contact me to resolve this matter promptly. If not, I will have to share my negative experience online. I had ordered 4 gift cards in 2 separate transactions, and only one has been mentioned, which was a Home Depot card from Amex. I expect the remaining cards to be addressed as well. It is disappointing that such a simple task has not been handled efficiently. I urge you to fulfill your service obligation or risk losing credibility.

I redeemed my Best Buy gift card for cash on 04/13/19, and it has been exactly one month since then, but I have not yet received the $15.00 check as promised. This is my second email to your support team, and I have not received any response. When I called the customer service line, I spoke with a rude representative named Samantha who did not provide me with a call back time frame and seemed eager to end the call without giving me any additional information. It has now been more than three weeks, almost a month, since this issue started over a small $15 check. If I had known there would be such a delay, I would have kept the gift card instead. I am very disappointed with the lack of assistance in resolving this matter. I have taken screenshots of our conversations, call logs, and the supposed time frame for contact as evidence, in case I need to escalate this issue to the BBB. I plan to file a claim on 05/16/19 if this matter is not resolved by then.

I bought two $20 Regal gift cards from Cardpool on March 27, [redacted]. Initially, the cards had the correct balances. I used one card, leaving $11.49 on it. On May 2, [redacted], I found one card empty and the other with only $1.49 left. I contacted Cardpool via email and phone multiple times since then, but have not received any response from them.

On April 23, [redacted], I exchanged an iTunes gift card for an Amazon gift card with Cardpool. Despite receiving canned email responses, I have not yet received the Amazon gift card. I tried calling today and left a message. Hi JAN, Thank you for using Cardpool! You will receive $[redacted].66 for your unwanted gift cards. Your transaction number is #[redacted]8. Normally, we email a new Amazon.com Gift Card within 1 business day of receiving your gift cards. During busy holiday seasons, please allow an extra 1-3 business days for processing. Please store your gift cards safely to prevent unauthorized use. We will compensate you for the following gift cards: 1. Apple Store Electronic Gift Card ($[redacted].00). If you have any questions, feel free to reach us at [redacted] Thank you and have a wonderful day! The Cardpool Team cardpool.com

I've sent two emails, but all I receive are automated replies saying my message is important. In a recent offer for my Walmart card, I was told I could get a $36.34 Amazon eGift card. However, after waiting for over a week, my gift card status is still "in review" on the website, and I haven't received any updates. To make matters worse, my Walmart card balance has been used up without any communication from Card Pool's customer support. This situation is frustrating and unacceptable. Please respond promptly to resolve this issue. -R. B. [redacted] [redacted]

I purchased a $[redacted] Target gift card on May 15th, and after receiving an email confirming my purchase, I was informed that more documentation was required. Despite reaching out on May 19th and being told Cardpool Support would respond in a few business days, I have not heard back. Subsequently, on May 21st, I ordered another $[redacted] Target gift card and encountered the same pending status without receiving any cards. Thankfully, my card has not been charged for either transaction. As a long-time customer, I am concerned by this unusual delay and the lack of response to my emails and phone calls. I am unsure of how to proceed and seek guidance on resolving this issue promptly. Thank you, Angie

Hello, I am inquiring about the status of my refund. It has been a month since I mailed in the gift card. Here is my transaction number: #[redacted]5. Feel free to contact me at [redacted]. Thank you for assisting, Danielle.

I am experiencing persistent issues and have not received any response regarding transaction #[redacted]4. I have reached out through email, phone calls, and Facebook messages with no resolution. I am seeking assistance to resolve this matter promptly. The problem can be rectified by providing me with my Amazon gift card as agreed. I conducted a transaction where I exchanged a $50 JC Penney gift card for a JCPenney gift card. Given the ongoing problems and lack of communication, I believe I should be compensated with a higher amount on the gift card due to the inconvenience caused. This situation has eroded my trust in the company, and I am disappointed with the service provided.

I am experiencing issues with two Hobby Lobby gift cards purchased on 4/14/19 from CardPool. The cards were declined as Hobby Lobby indicated a zero balance. Despite numerous attempts to contact CardPool via email, phone, and social media platforms, I have not received a response. Hobby Lobby mentioned the cards are under investigation by their Fraud/Loss Prevention Dept. and requested CardPool to contact them directly. It seems there are many similar complaints about CardPool online, and their Facebook page and BBB profile reflect this. The contact information for CardPool includes a phone number [redacted] and addresses in San Francisco and Pleasanton, California. The co-founders are Timothy Wong and Anson Tsai, but the company has undergone a merger or acquisition recently. CardPool's social media links and email addresses are provided for further communication.

I was charged three times on my debit card for two transactions (order #[redacted]4 and order #[redacted]5) that were supposed to be processed via email. I need this issue fixed promptly. I want a refund for the two transactions that were charged to my account incorrectly, as well as the extra charge of $21.25 that was not even a valid transaction but was posted on my account. This is not the first time I've encountered problems with your website/app/instant download cards. Previously, I had issues with three Subway cards purchased for instant download that did not work at the store as promised. It was embarrassing to face payment issues with a line of people waiting behind me.

I inquired about selling a gift card on 5/20/19 and sent it to your online sales department the next day. I have not received an email confirming its receipt and the processing of my check. Kindly reach out to me to update me on the status of my $[redacted] Bob's Discount Furniture gift card exchange. My offer number is [redacted]3. You can contact me at [redacted] or [redacted]. Thank you.

I attempted to use a Cardpool kiosk at Fred Meyer in Eugene, Oregon. Initially, I exchanged an $80 Walmart gift card for $56 successfully using my driver's license, phone number, and email. However, on two separate occasions with new $80 Walmart gift cards, the kiosk rejected my exchange at the final step, displaying code RC [redacted]. Cardpool's website lacks details on this issue, and my attempts to contact them have been unsuccessful. I was informed by an unclear representative that the rejection may be due to the Walmart card being a return gift card, which is incorrect as I purchased it myself. Walmart also confirmed this. I am puzzled as to why my information and gift cards are being rejected repeatedly, causing immense frustration. Any assistance you can provide would be greatly appreciated. Thank you.

I expected my gift cards to be exchanged for Amazon credit within one day, but it's been three days with no communication. I've called but no one picks up, and the emails I've sent receive automated replies. I've seen similar complaints online about this company. I'm considering using the gift cards in-store due to the lack of response, but I'm afraid of being charged for "used" cards. Cancelling seems impossible when I can't reach anyone. I just want to understand what's happening and have this matter resolved promptly.

I provided my card information for one card sale but encountered an issue as the transaction required two cards. Following entering the first card number and attempting to save to add another, the system did not permit me to modify the entered card number or proceed. This being my first interaction with Cardpool, I am apprehensive. Although I revealed the $[redacted] card number, no additional information like email or address was requested. I am hopeful that I will be reimbursed for the card's balance. I had additional cards to sell and have reached out via email. The process seemed smooth until entering the complete card number. I aim to have a positive experience with Cardpool, especially after CVS recommended them as a secure platform for selling unused eBay cards. Regards, N. Tharp

I received an email from Cardpool on June 12 stating that my Ulta gift card had been sent to the buyer and that in 10-14 days I would receive my Amazon card. Having not received the Amazon card by July 1, I contacted Cardpool, but have not heard back from them despite the acknowledgment of receiving my email. As of July 15, the Amazon card is still not in my possession after following up with another email to Cardpool.

Hello, I previously sold some gift cards to Cardpool a few months ago, expecting payment in my bank account, which I never received. Recently, my mother gave me some checks that were sent to her old address but were held by someone who took my mail. These checks were sent in December [redacted] and have expired as they are valid for only 45 days. I am reaching out to ask for your assistance in resolving this issue by reissuing the checks so I can cash them. I am willing to return the old checks if needed. Your help in this matter would be greatly appreciated as I really need the money at this time. Thank you for your attention to this matter.

Two weeks ago, I made a deal online for an Uber gift card. The offer was $19.00 for a $25.00 Uber gift card. I completed the necessary steps and received a confirmation email. Despite your statement that it would take 1 business day (or 3-4 days due to USPS holidays), I have not received any updates. I have tried calling and emailing multiple times without success. I would appreciate some assistance regarding the status of my transaction. Thank you for your help.