I have been a XXXX XXXX prepaid card customer since XX/XX/2015. The card was issued by XXXX, XXXX and serviced by XXXX XXXX, XXXX, XXXX. 
On XXXX XXXX 2015, I called customer service to request to close my XXXX XXXX prepaid card and get a refund for my balance. I spoke to XXXX in the risk management department, he asked me to send the following documents via email to XXXXXXXXXXXX : photo of front and back of my XXXX prepaid card ; photo of my Driver 's license ; photo of my social security card ; photo of a recent utility bill showing my name and address ; photo of me holding my driver 's license ( similar to a mug shot ). 

I complied his request and send the documents via email. On XXXX XXXX, XXXX called me again. After asking a series of questions from my credit report to verify my identity, he requested further documents, including the store receipts for the last XXXX XXXX packs I used to add funds to my account. I could not provide these documents because I threw them away after using the XXXX packs. XXXX said he could not issue me the refund without the documents. 

Per the cardholder agreement, 'In the event that your Card Account is cancelled, closed, or terminated for any reason and you have registered your Card with your personal information, you may request the unused balance to be returned to you via a check to the mailing address we have in our records. There is a fee for this service. See the fee schedule above. We reserve the right to refuse to return an unused balance if the balance is less than the fee for sending a check. 'They already have enough information to verify my identity. It is a violation of the term to request so much more documentation just to process my refund. And quite frankly, it 's ridiculous that I have to send in a 'selfie ' with my driver 's license in my hand. 

Please help me get my refund! Thanks! 
