Brightwell Navigator Customer Service Issues

Dear Support Team, I am seeking your urgent assistance with the following matters: 1. My card has been blocked for the second time, and despite multiple attempts to contact your call center, I have been unable to connect as the automated response states that the call cannot be processed. I am facing a dilemma in resolving this issue without being able to speak to a representative. 2. There is a pending wire transfer of $9,[redacted] to my personal bank account. I am eagerly awaiting these funds, and it is crucial for me to receive them within the next five business days. 3. I am expecting a refund of $1,[redacted] from a Western Union transfer that was unsuccessful due to my blocked card. When my card was initially activated, the transaction with Western Union was processed, but I did not receive a tracking number. This omission has made it challenging for me to cancel the transaction due to technical errors. As I will soon be concluding my vacation and returning to work with Norwegian Cruise Line, it is imperative for me to access my funds promptly. While I understand the importance of security measures, I kindly request a swift response to my inquiries and the unblocking of my Ocean Pay Card account to allow me to contact you. I am prepared to provide any necessary documentation to verify my ownership of the card. Please enable my card for calling purposes as I urgently require assistance. I am sincerely pleading for your help. Thank you, G.B.

Hello, I am seeking your assistance with multiple issues: 1. My card has been blocked for the second time. I have tried calling your call center, but I receive an automated response saying, "Your call cannot be processed." How can I resolve my problem if I am unable to speak with your team? 2. I have a pending wire transfer of $9,[redacted] to my personal bank account. I am eagerly awaiting its arrival, which I hope will be within 5 business days. 3. I am also expecting a refund of $1,[redacted] from a Western Union transfer that did not go through due to my blocked card. When my card was first activated, the transaction was completed at Western Union, but I did not receive a tracking number, making it difficult for me to request a proper cancellation due to a technical error. I am concluding my vacation shortly and will soon return to work at Norwegian Cruise Line, unable to enjoy the benefits of my hard-earned money. I understand the importance of security measures, but I kindly request a prompt RESPONSE to my inquiries. Please do not block my Ocean Pay card account from contacting you. I am willing to incur additional costs from the Philippines to reach you, but unfortunately, my call has been blocked. I am prepared to provide all necessary proof of card ownership. Please establish communication with me so I can resolve these issues. Kindly activate my card so I can reach you as I am in great need of my funds. I HUMBLY REQUEST YOUR ASSISTANCE.

Brightwell and Transfast did not provide an email confirmation for the pin number after I sent [redacted],[redacted] pesos to the Philippines today. I only received a text message notifying me that I can pick up the money, but the pin number was missing. When I went to Cebuana Lhuillier, they informed me that I cannot collect the money without the pin number. Checking the transaction history on Brightwell Transfast's website did not reveal any details about the pin. Now, I have to wait for thirty days for Transfast to refund my money. This situation is frustrating as it represents seven months of hard work. I would appreciate assistance in retrieving my pin number. It would be helpful if Brightwell and Transfast sent email confirmations to prevent delays and disappointments for customers. Thank you. (I'm Jerwin Bruce)

While attempting to withdraw 10,[redacted] pesos from an RCBC ATM in the Philippines at 5:13 pm, the machine did not dispense money and displayed a message stating the transaction was not allowed, asking to contact the nearest business center. However, upon checking my balance at a Metrobank ATM, it showed the amount was debited. Thankfully, I managed to withdraw the needed funds from Metrobank, only to find out later through oceanpay bankcorp alerts that two transactions were made through RCBC: [redacted].49 dollars at 5:13 pm and another [redacted] dollars at 5:20 pm. I want to recover the lost [redacted].49 dollars, but RCBC's consumer hotline advised me to contact my issuing bank as they have the transaction details to coordinate with RCBC ATM at Bambang, Nueva Vizcaya. Your prompt assistance in resolving this matter is highly appreciated during my vacation in the Philippines.

Over 3 months ago, I reported a suspicious payment from my account, but I have not received any response or reimbursement. Instead, my card and account have been blocked, and I am unable to use them properly. I have been emailing every 2 weeks requesting a 30-minute access to transfer my medical maintenance fee to my local bank account. This money is crucial for my survival as I am unwell and facing challenging economic circumstances. Despite sending more than 10 emails since yesterday, I have not received any assistance. It is essential that I regain access to my funds because I rely on them entirely to make it through each day. I urgently require my card and access to my account to resolve this issue before my next payment in less than 5 days. Please understand my situation and provide the necessary support promptly.

I work for Norwegian Cruise Line and I'm attempting to send money through Western Union, but I encountered an error. Dear RITESH JAGDISH PATEL, I regret to inform you that your bank declined the recent payment to Western Union. To resolve this issue, please contact the number on the back of your card and request approval for your Western Union transactions. After speaking with your bank, you can try the transactions again using the same card. If further assistance is required, kindly reach out to Customer Care at 1-[redacted]. Should the problem persist, consider utilizing a different card for the transaction. Alternatively, you can use your bank account for the transfer, ensuring you have the routing and account numbers ready. Another option is to send money to your recipient through your bank without disclosing your account details through bill pay. We apologize for any inconvenience this may have caused. Thank you for choosing Western Union. Kindly assist me with this matter. Thank you.

I am having trouble transferring money home through Western Union. Each time I try, it says my bank has declined the transfer. My family really needs the money, and I don't know what to do. I visited the Customer Service desk, but they mentioned they are facing the same issue. It has been over a month, and there's still no solution. Can you please provide an alternative solution? Using the card has become challenging, and we are all struggling. Thank you for your assistance.

I am having trouble activating my new card. When I received it two days ago, I attempted to activate it with the card number and expiration date, but it kept saying they were invalid and to contact customer care. I am certain I entered the correct details multiple times, but it still prompts me to contact customer care. I have already emailed Brightwell for assistance, but I am still encountering the same issue. It now states that I have exceeded the activation limit and to contact customer care. I need help resolving these issues so I can activate my card. Why am I being told my card number is wrong and how can I fix the exceeded activation limit problem?

I have always successfully sent money to the same local account through my Brightwell app. However, today I encountered an issue where it says the account is invalid. I am confused as to why this is happening since I have been using this account without any problems before. I even tried sending money to a different account using my local number, but the same error occurred. I am unsure how to proceed now.

Dear forum members, I am Armando De Guzman from Norwegian Cruise Line onboard the Norwegian Sun. I typically send money to my wife's dollar account in the Philippines through BDO (account number: [redacted]67). On September 30th, I transferred $[redacted].00, including fees. Despite following the regular transfer steps and receiving a confirmed completion message, as of October 3rd, my wife and BDO in the Philippines have not verified the transaction. I kindly request assistance to investigate this matter. My work email is [redacted], and my personal email is [redacted] Your help is greatly appreciated. Thank you.

Hello, my name is Johanny. I work on the Norwegian Spirit cruise ship, but my card is blocked because I used it in Livorno, Italy, to pay for something and now I can't use it. I've left the ship and I'm in Colombia where I live. I went to the payment advisor on board, but they said I need to contact them since I'm no longer on the ship. I tried calling, but they told me a new card can only be sent to the ship. I need to know how I can receive my new card in Colombia or make a transaction to my Colombian account. I've been trying to contact you through the chat on my profile, but the page won't load on my computer or phone. It's really important for me to solve this issue as soon as possible because my money is on that card. Thank you for your help.

On October 5th, I lost my card and requested a replacement. Despite the card being prepared on the ship, the printer issue delayed its delivery before my vacation on October 23rd. As advised by the crew accountants, it was supposed to be sent to my home address. It has been over a month and I have not received any updates regarding the new card. I am eagerly awaiting a response from you soon. Thank you.

I'm Jessa Chua. I encountered an issue with my money transfer on January 15, [redacted], for $[redacted] to TOYOTA SAN JOSE DEL MONTE BULACAN. It's already been two weeks, and despite the promised transfer by January 28, the money has not been sent. I need assistance with this matter. I also had a transaction on January 14, [redacted], for $[redacted] to BAKASYONISTA that was put on hold due to incorrect beneficiary details. I wish to cancel this transaction. Please provide support.

Last September/October, my Brightwell account got locked due to unauthorized card use in Mexico. I was there at the same time but suspected someone had stolen my information. Due to working on a cruise ship, contacting the company was challenging. I reached out three or four times upon returning to the U.S.A. They said they sent a new card to my workplace, but it never arrived. Despite being able to log into my account, there is no transaction history or card usage visible. Approximately $[redacted]-$1,[redacted] were in the frozen account. I need guidance on how to recover the stolen or frozen funds. Thank you.

Hello, my name is Dilcia Odalis Wandike Bardales. I sent money via MoneyGram on May 11, but when I went to the bank, they informed me the money is on hold and cannot be picked up. I have reached out to Brightwell support, but they have not provided a satisfactory solution, instructing me to contact MoneyGram. I am in dire need of this money due to family emergencies and the current situation is extremely desperate for me. If this issue cannot be resolved promptly, I would like to request either a new transaction or a refund. I feel caught in the middle between MoneyGram and Brightwell, and this back-and-forth is causing me great distress. I implore you to act swiftly as this money is essential for me right now. Thank you.

Hello, I am writing to inquire about a money transfer that was sent on July 2, [redacted], from Lodson Gonsalves to Paulwyn Fernandes for $[redacted]. Up to now, I have not received the money. The reference number for the transaction is [redacted]4. When I raised this issue with the sender, he mentioned receiving a message indicating the transfer was complete. However, my transfer receipt still shows that the transfer is in progress, causing confusion. I have reached out to Remitly for assistance, but the responses have been insufficient. This issue has persisted for almost 8 months, with no clear information on the whereabouts of the transfer funds. After being advised to contact Bancorp Bank and facing a dead-end, I decided to contact Brightwell via email for further assistance. I hope to resolve this matter promptly and appreciate any help extended. If needed, Lodson Gonsalves can be reached at [redacted] Your attention to this matter is greatly appreciated. Thank you, Paulwyn Fernandes

I encountered serious account issues when my card expired in December [redacted]. After undergoing surgery in May [redacted] and 8 months of rehab, all was well until December [redacted]. The process to verify with a selfie and passport number has been repeatedly unsuccessful despite sending clear scans and recent photos as requested. A replacement card supposedly dispatched on April 1, [redacted], remains undelivered a month later with no tracking information provided upon inquiry. It is disheartening as login access was also restricted in March [redacted]. The support team's lack of response and clarity regarding the replacement card only adds to the frustration. Dealing with multiple requests for documentation verification is becoming tiresome, and the delay in resolving these matters is disappointing. It is essential for the cruise lines using Brightwell accounts to address such inconveniences promptly to prevent customers from enduring unnecessary hardships with their hard-earned money.

I encountered significant account issues due to my card expiring in December [redacted]. Following surgery and rehabilitation until December [redacted], my account was functional. However, come March [redacted], I could not log in. I contacted support, provided details, and requested a replacement card. Although allegedly dispatched on April 1, [redacted], the card has not arrived, and support has been unhelpful in providing tracking details. They requested multiple verifications including a clear passport scan and selfie, causing frustration. The process seems unnecessarily complicated for an issue originating from their end. It is time for cruise lines using Brightwell accounts for salary payments to address these inconveniences for hard-working crew members.

My name is Jane Rose Hanamshet. I previously worked for Carnival Cruise Line as the Human Resources Director before joining Norwegian Cruise Line in the same position. While in India in August, my money was stolen from my card. Although the funds have been credited back to my account, Brightwell has not issued me a new card or transferred the money to my NCL card. This situation has become frustrating and no one seems to provide a solution or assistance. I have been trying to resolve this through numerous emails and calls with no success. I simply request either a new card or the return of my money. Brightwell's handling of the situation is concerning and I question the ethics of their business practices.

To whom it may concern, I am Sheenah Jeenah, a crew member from Seabourn Cruise Line on the Seabourn Odyssey. I am facing an issue with my salary that was deposited by my company and processed by Brightwell. Despite opening a support ticket for this matter, the Brightwell customer service representatives I spoke to over the phone claim that my company has not sent me the salary that was supposed to be in my account by June 6th. It is now June 14th, and Brightwell has yet to resolve the problem. I urgently need to send money back home, and this delay is causing me financial difficulties. I have informed my supervisor and requested them to take action against Brightwell for their negligence, as I am now facing double penalties due to their delay in processing my salary. Sheenah Jeenah