Debit card never delivered .. need help with reissue process and charges

Help
1

Hi everyone,

Looking for some guidance regarding a debit card issue.

A few months ago, my debit card was dispatched and I was provided an AWB number. However, the card was never delivered to me. I followed up with the delivery partner multiple times but did not receive the card, and eventually the matter was left unresolved.

I’m now trying to get the card reissued, but I’m having difficulty getting clear information from support.

Could someone help me understand:

  • What is the process when a dispatched debit card is never delivered?

  • Are there any charges for reissuing the card in such cases?

  • Is there a way to check the status/history of the original dispatch?

  • What is the best way to escalate the issue if support responses are delayed or tickets are closed without resolution?

Would appreciate any guidance from members who have faced a similar situation.

Thanks.

2

Kindly send the details to president@jupiter.money.

3

No response till now

4

Can you please tell me the email address from which you have sent the details to me? I can’t find anything with your name in my mailbox.

5

Its businessmailme2@gmail.com

6

Hey @Lloyd_varghese I have checked the AWB history of your debit card & I will answer your questions first:

  • If a Debit card is not delivered, it is returned back to the origin. You can request a redispatch from the in app section with the Debit Card page or reach out to our support team.

  • If the delivery failed due to an error from the courier partner, then we will refund the charges. Else, charges are applicable for physical issuance while virtual issuance continue to be free.

  • Delivery partner allows status/history check for original dispatch for upto 60 days only. Essentially the status you see for the AWB is what our support team also sees.

  • We have call/chat/email support available 7 days a week between 9AM-7PM, you can raise your concern via either of the means convenient to you.

Lastly, I will help you with the issuance of your physical card, please share your ticket ID if you have already written to us, if not kindly write to support@jupiter.money.

7

Hi,

Thank you for looking into this.

I would like to proceed with the reissuance of the physical debit card, as the original card was never delivered to me.

Regarding the ticket ID, I do not have access to it. I had raised two support requests through the in-app chat:

  • The first ticket was closed without resolution nor any clarification - that was for changing the address.

  • The second ticket is still showing as open in my account.

Unfortunately, the app does not provide an option for me to view or copy the ticket ID, nor am I able to click screenshots of these conversations.

All my previous emails regarding this issue were sent to support@jupiter.money from this email address, so you should be able to locate the case using my registered details.

Please let me know if you need any additional information from my side to initiate the reissuance of the card.

Thank you for your assistance.

8

@Soumyadeep_Ghosh - Pleae assist.

9

Hey @Lloyd_varghese I have identified the support ticket raised, and shared a response on the same thread with you.

Please block the current card, generate a new one and order the physical card. Since you have already paid for the card earlier, I have waived the issuance charges for you.

If there is anything else, please reach out, I will be happy to assist you with it : )