I got in contact with that user right away and we are going to discuss this with WaveCrest on the CEO level. However, this is the set of rules and fees you agree to when you order the card. All the fees and policies are openly listed on the website so that people know what to expect. Another complication here is that it's not easy to initiate a dispute when it's an ATM transaction where the PIN was entered. Entering PIN is deemed to be the ultimate authentication method with little to no possibility of a reversal, not just for WaveCrest, for traditional banks as well. Point of sale transactions are reversed all the time, but this is more complicated. Anyway, we are on the case and we will do our best to resolve this in the favor of the user.