AccountNow

Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ The customer has opened several AccountNow accountsThe card listed in the complaint, ending in 6550, had been issued to the customer in June when she resided in Country Club Hills, IllinoisThe card expiration date was June This card had last been used by the customer in March In May 2015, AccountNow credited the account for $representing monthly fees of $each, assessed in March, April and May and mailed a replacement card with an updated expiration date of May to the customer at the address on file On 10/10/15, the customer account was restricted due to a CVV (Card verification value) failureA CVV is a digit security codeThe CVV code is required when accessing the AccountNow customer center, located within the AccountNow websiteA customer will have tries to enter the correct CVVThe 4th failure will restrict the account and the customer will be advised to upload or fax a photocopy of their photo identification card and an image copy of the front of the card On 10/13/15, a $PayPal direct deposit posted to the card ending in On 10/13/15, we advised the customer that due the CVV failure, we required her to provide her photo id and an image of the cardThe customer refused to send the documentation and requested that AccountNow reverse the depositWe explained to the customer that we are unable to reverse deposits without written request from the deposit originator The customer then provided a copy of her Driver's License along with images of the cards in her possession, including the expired card ending in The customer advised AccountNow that she had moved and we requested a utility bill to update the customer address and issue a replacement cardOn 10/16/15, the customer provided a utility bill to verify her new addressThe customer address was updated and a replacement card was mailed to the customerOn 10/19/15, the monthly service fee of $posted to the customer account leaving a balance of $ On 10/23/15, a $PayPal direct debit posted to the customer account The customer received a credit of $on 5/28/The customer has received the balance of her PayPal depositBased upon the customer request, all AccountNow accounts have been closedOn 10/26/15, we called the customer and left a messageThe customer may contact us with any additional questions at (XXX) XXX-XXXX

Initial Business Response / [redacted] (1000, 5, 2014/07/23) */ The investigator returned the call to Ms [redacted] on 7/3/and informed her of the information used in making our decision to deny the claimMs [redacted] provided additional details and the investigator informed her on 7/3/that he would review the additional details with his manager The claim was reopened and a follcall was placed to Ms [redacted] on 7/9/She returned the call on 7/10/and a decision was made to issue credit to the card account Credit for the two transactions in the amounts of $and $was issued on 7/11/ Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/07/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ Disputes were filed on 7/14/for two charges; Amazon, $and Shoe Depot, $Our research has determined that these transactions were performed using the PIN associated with the accountWe also show transactions before and after the disputed transactions and we conclude that the customer was in possession of both his card and PINThe cardholder's confirmed telephone number of (XXX) XXX-XXXX was also used to review transactions and check the account balance a total of five times while the disputed transactions occurredThere were not any balance inquiries or declined transactions on the card while the disputed transactions occurred, which would indicate that someone knew the balance on the cardBecause of the card being in the possession of the cardholder, there were no PIN failures, and the fact that the cardholder has valid transactions before and after the disputed transactions, we have denied the customer claimBased on the facts provided to us, we do not find that an error occurred Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept the response from the companyAs I have told the company before my card was compromise the charges I didn't make were credit purchasesI called the companies myself to see if I could get the issues resolved they informed me that I needed to file a dispute with my card company as I didI told the card company that I have been at my current address they have on file since February 1st Now before I seek legal action against Account Now I am willing to make a Middle Ground offer of $but that will be the least I am willing to accept Final Business Response / [redacted] (4000, 10, 2015/08/25) */ On 8/17/15, we reviewed the claim with the customer and agreed to credit the customer for the $Amazon chargeOn 8/18/a credit was posted to the customer accountOn 8/and 8/20/15, the customer performed transactions and accessed the fundsWe believe this resolves this issue Final Consumer Response / [redacted] (2000, 12, 2015/08/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I made a middle ground offer and the offer is what I gotNo further business will be made with account nowThank you so much Revdex.com!

Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ On 11/17/15, the customer disputed transactions which occurred from 10/14/through 11/17/The customer later limited the dispute to transactions involving international merchants for a total of $Our investigation revealed that the customer was in possession of her Visa card and she accessed her accounts times while the transactions were postingThe customer also had deposits post to her account from 10/14/through 11/17/which funded the transactionsWe also show that the customer had a previous non-disputed transaction with the merchant named Belmore on the customer's other accountBased upon the facts available to us, it does not appear that there were errors and we denied reimbursement for the disputed transactionsOur investigation was concluded within days and we denied the customer claim, therefore no provisional credit was issuedOn 11/26/15, we sent a letter with the results of our investigation to the customer at the address listed on the account which is the same address listed on the Revdex.com complaint If the customer has additional information that will contribute to our investigation we request that the customer contact us at (XXX) XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had possession of my card, somebody got my card infoI did not order $worth of books, or gamesI am a hard working person who was taken by this thief and your companyyes there was a dispute, against that company which should prove to you that my info was stolennone of your rebuttals make senseI have several deposits going in to my card, and my transactions were withdrawals, or at a fast food chainThese transactions were made overseas, I have made a police report which I sent to account now, and I did not go to china, or oversees recentlyI will take this complaint as far as I have to to get my reimbursementMy kids lost a Christmas because account now failed to do what they say they will doi will seek all damages Final Business Response / [redacted] (4000, 10, 2015/12/18) */ On 12/15/15, we called the customer and the customer stated that she had filed a police report and that she has other documentation which proves that she did not perform the disputed transactionsWe advised the customer that upon receipt, we will review the documentation to determine if there are additional investigatory channels which would change the outcome of her dispute The customer provided a copy of the police reportWe did not receive any other documentation The police report was filed with the San Bernardino police department on December 10, The report describes the disputed transactions, the denial by AccountNow and the customer's objection to the denial Based upon the information that has been provided to us, we find no change in our decision is warrantedWe called the customer on 12/16/to inform the customer that our denial standsWe were unable to reach the customer and we left a message Final Consumer Response / [redacted] (4200, 12, 2015/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with an account manager that was very rude, and did not want to hear any of the information I hadThe police report was approved, and the other documentation that I had which was my other bank reimbursing me for fraud a month prior to this, and concluding that there was fraud they did not want to seethey said that my other bank was irrelevant, the police report didnt matter, and that I am guilty because somebody accessed my online account during this timeWell somebody also stole $from me, so obviously they had my informationThese transactions were for crazy items, and in foreign countries, I do not even have a passportThey refused my documentation, and I also have recorded phone calls to prove that I have in fact been in contact with them since the 15thWhen I spoke to the account manager he was very rude, so I asked to speak to manager and he said there was not one on duty, so than I said another account manager and he told me noI asked him for his last name and he refused to tell me stating that he was not at liberty to tell me, and it violates privacyhis name was ***, or cesar or something of that nature, a very common name, and he cant tell me the last name? Than he hung up on my stating he was done talkingI record every phone call now, because I will be seeking reimbursement for the $This is a crime that was done against me, and account now has made me feel like the criminalthey violated the unauthorized use agreement twice from what I can see, and I will be seeking legal counselI just want a reimbusement for my funds, I am not asking for anything other than that they own up to thisI will spread the message that account now is not safe to every outlet I have to so this does not happen to anyone elsethis is a nightmare

Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ The customer requested a change of address and was presented with security questions to verify his identityThe customer failed to answer the questions correctly and a restriction was placed on the accountWe advised the customer that due to the failure, a valid photo Identification and proof of address was required in order to verify identityThe customer provided an expired Driver's License and a utility billThe address on the customer account, on the Driver's License and on the bill are all different On 12/9/15, the customer stated that he does not have a non-expired photo IDThe customer provided an alternate form of verification and a check for the remaining balance on the account was sent to himWe advised the customer that his account would have to be closed until a non-expired photo ID is provided

Initial Business Response / [redacted] (1000, 5, 2014/07/31) */ The terms and conditions explain that we reserve the right to suspend access to an account and ask for additional identity informationThis action was taken based on the transaction activity We apologize for the inconvenience but this is our policy to ensure we protect the funds in our customer's accounts If there were fees incurred related to the incident that were incurred for the money borrowed, Ms [redacted] can provide copies of the invoices documenting the fees by fax to XXX-XXX-XXXX and we will review for any applicable compensation Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/08/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will fax in all documents and I expect full rrimbursement

Initial Business Response / [redacted] (1000, 5, 2014/07/01) */ Limited information has been provided and there is not a telephone number provided to obtain additional information We do not offer gift cards, only reloadable prepaid cards Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) A pre-paid $VISA card is a gift card, no matter how you try to spin itIt was purchased as such to reward my employeesHere's details of the example below The card number is XXXXXXXXXXXXXXXX Expiration Date: 01/ security code: [redacted] In my initial response I copied and pasted the fees provided by AccountNow My number is XXX-XXX-XXXX Final Business Response / [redacted] (4000, 9, 2014/07/21) */ The card purchased was a reloadable prepaid card, not a gift cardThe agent who advised the consumer, advised the consumer correctlyThe fees charged were disclosed on the package purchased at the retail location A check has been requested to the consumer at the address on the complaint due to the misunderstanding of the type of card purchased Checks typically take - weeks for processing and mailing Final Consumer Response / [redacted] (2000, 11, 2014/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) The fees were not disclosed on the packageThey were inside of the package which is not visible until you open itTherefore, the consumer will have no idea that you're charging them fees every month while the package is closedIf a check is not received then I will reopen this case or create a new one

Initial Business Response / [redacted] (1000, 5, 2014/06/20) */ On May 28, 2014, an error claim was filed on your behalf in the amount of $The claim had a resolution date of June 25, 2014, based on the fact that your error claim occurred within days of your first depositHere are the terms as they appear in your card account agreement as it relates to you right to dispute an error: Information About Your Right to Dispute Errors In case of errors or questions about your electronic transactions, call X-XXX-XXX-XXXX or write to AccountNow Customer Service, [redacted] XXXXX, Attention: Disputes if you think your statement or receipt is wrong or if you need more information about a transaction listed on the statement or receiptWe must allow you to report an error until sixty (60) days after the earlier of the date you electronically access your Card Account, if the error could be viewed in your electronic history, or the date we sent the FIRST written history on which the error appearedYou may request a written history of your transactions at any time by calling us at X-XXX-XXX-XXXX or writing us at AccountNow Customer Service, [redacted] XXXXXYou will need to tell us: Your name and Card Account number Why you believe there is an error, and the dollar amount involved Approximately when the error took place If you provide this information orally, we will require that you send your complaint or question in writing within ten (10) business days We will determine whether an error occurred within ten (10) business days after we hear from you and will correct any error promptlyIf we need more time, however, we may take up to forty-five (45) days to investigate your complaint or questionIf we decide to do this, we will credit your Card within ten (10) business days for the amount you think is in error, so that you will have the money during the time it takes to complete the investigationIf we ask you to put your complaint or question in writing and you do not provide it within ten (10) business days, we may not credit your Card For errors involving new Cards, POS transactions, or foreign-initiated transactions, we may take up to ninety (90) days to investigate your complaint or questionFor new Card Accounts, we may take up to twenty (20) business days to credit your Card Account for the amount you think is in error We will tell you the results within three (3) business days after completing the investigationIf we decide that there was no error, we will send you a written explanationCopies of the documents used in the investigation may be obtained by contacting us at X-XXX-XXX-XXXXIf you need more information about our error-resolution procedures, call us at the telephone number shown above On May 28, 2014, we immediately opened an investigation regarding your claim of non-dispenseWe processed a chargeback to the merchant and on June 6, 2014, they responded to our request and advised us that their terminal was in balance and that all funds had been properly dispensed for the dayBased on the merchant's response, we have denied your error claim because according to the merchant's records, there was not an error A letter advising you of our decision was mailed to you on June 9, Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because the machine was not balanced and no money was dispensed not even a receiptCameras are available I the store Final Business Response / [redacted] (4000, 9, 2014/07/03) */ The ATM owner has advised us that there was not an errorTherefore the claim is denied You must contact the ATM owner for further resolution

Initial Business Response / [redacted] (1000, 5, 2014/03/06) */ The account cannot be reopened based on the refusal to provide verification documentationA check for the remaining balance on the card has been requested and will be mailed to the address on the complaint The account will remain closed

Initial Business Response / [redacted] (1000, 5, 2015/02/23) */ The funds were transferred to an open card on 2/13/

Initial Business Response / [redacted] (1000, 5, 2015/02/19) */ We have attempted to call both telephone numbers on the accountThe person who picked up the phone at XXX-XXX-XXXX, disconnected the callThe person who picked up the phone at XXX-XXX-XXXX disconnected the call before taking a call back number We will require the account number in question to research this matter further Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) When account now contacted the numbers in question 1- the operator never stated who they were calling2- when asked for a name or call back number the person responded no thank you and hung upI called the company once again on X-I was told they still haven't received a faxSomeone will return my call as of today no such phone call was madeI faxed the paper work needed again today still the same old song we haven't received it Final Business Response / [redacted] (4000, 20, 2015/05/19) */ The card account number provided has been reinstatedThe card may be used but the online account will not be able to be accessed until the documentation to verify the address have been providedThey may be faxed to XXX-XXX-XXXXWe do not have the documentation on fileA call was placed to the telephone number on the complaint to relay this informationThe person answering the phone said he would provide her the message to call Final Consumer Response / [redacted] (2000, 22, 2015/05/26) */ 5-26- Sent via email: The issue has been resolved, thank you for your help

Initial Business Response / [redacted] (1000, 5, 2015/10/05) */ On 9/28/15, we contacted the customer regarding the three authorization holds from Med-View airline; $110.98, $and $for a total of: $The customer stated that the merchant may have obtained his Visa card number from an online transaction performed by his sonAuthorizations hold funds for future debits, however if the merchant does not process a debit, the funds will be restored We advised the customer of the process for an early release of an authorization hold; the merchant may submit an authorization hold release on their company letterheadThe customer stated he understood the limitationsWe advised the customer that if the merchant processed debits, AccountNow would file disputes for unauthorized transactions at his request The merchant did process debits and the customer initiated disputes against these transactionsWe are processing the disputes at this time and will provide the customer with updates

Initial Business Response / [redacted] (1000, 5, 2014/09/12) */ On 7/30/the customer called to activate the card, but the date of birth provided was incorrect so the account was suspended and verification documentation was requested We initially received an identification card on 8/25/ However, our policy requires two forms of identification to fully verify the customer On 8/28/the customer provided her identification card and social security cardThe documents were reviewed and the account was approved for reopenThe agent who completed the review did not remove the suspension, nor note the accountThis was an error Our records show that customer continued to call from 8/28/- 9/2/and was advised that the documents were in review On 9/3/the notes indicate that the customer was transferred to our risk department, but we do not show that she spoke with anyone On 9/8/we received an escalation from our customer service manager and the risk manager called and spoke to the customer and reinstated the card We sincerely apologize for the mistake and delay If there are late fees that have been incurred we will definitely reimburse themWe just ask that the statement reflecting the fees be faxed to usA copy of the statement can be faxed to (XXX) XXX-XXXX

Initial Business Response / [redacted] (1000, 5, 2015/06/18) */ The verification was completed on 6/15/and a new card mailedFunds from the card were transferred to a card that the customer recently received, pending receipt of the replaced card Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of today 6/21/I have not received my new cardEvery time I have Account NOW Transfer money into a different account it costs me $So the issue still isn't resolved Final Business Response / [redacted] (4000, 11, 2015/07/13) */ The card was received and activated on 6/30/ Final Consumer Response / [redacted] (2000, 13, 2015/07/14) */ 7-13- Sent via email: [redacted] Yes it was resolved when I finally got a hold of the Vice President of Marketing

Initial Business Response / [redacted] (1000, 5, 2014/06/03) */ H&R Block recalled the funds and the funds were returned to them in full on 5/21/Mr [redacted] will need to contact them for further instructions

Initial Business Response / [redacted] (1000, 5, 2015/11/23) */ On 10/11/15, the customer called AccountNow to add a second name to her accountThe customer account had a $balance at the timeThe customer was advised that a fee was $was assessed for the manufacture of a Visa card with the second cardholder name and that her account must have funds in order to pay the fee On 10/13/15, the customer funded the account and called AccountNow and requested that the second name be added to her account and a Visa card for the second name to be created and sent to herThe customer was advised of the $fee and the 7-day timeframe for the Visa card to be deliveredThe second name was then added to the account and the fee was assessed On 10/29/15, the customer called AccountNow and asked about deposit capabilities for the second cardholder and was advised that the second cardholder could make deposits into the account On 10/31/15, the customer called AccountNow and asked for the second customer name to be removed from the account and reported that the second card had never been receivedWe advised the customer that her account would need to be closed because the card was lost and we offered to send replacement cardsThe customer declined the offer and hung up On 11/12/15, the customer called AccountNow and requested a refund for the $fee that was assessed to add a second name and generate a second Visa card and for the $credit balance on her accountWe advised the customer that a credit for the fee could not be provided, however we would issue her a replacement card for the second nameThe customer hung up On 11/18/15, our review of the 11/12/call indicates that we did not clearly advise the customer that her account was restricted due to the lost cardWe also failed to clarify that the customer's account was not permanently closed and we did not provide the customer with the option to access her funds On 11/18/we called the customer at the telephone number provided in the complaintWe were unable to reach the customer and there was no voicemail optionWe sent an email to the address provided in the complaint and we have not received a reply We request the customer contact us at (XXX) XXX-XXXX in order to make arrangements for her credit balance to be provided to her and to assist her by issuing replacement cards or closing the account Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) All you did was send me another card that the funds were not even available onHow was that solving the problem? And no card has EVER COME IN MY HUSBAND'S NAME, still a waste of $ Final Business Response / [redacted] (4000, 10, 2015/12/03) */ The customer has accessed her credit balance and the account has been closed with a $balance On 12/2/a call was placed to the customer at the new telephone number provided to address her complaint rebuttalWe were unable to reach the customer and a message was left requesting the customer contact AccountNowThe customer may call us at (XXX) XXX-XXXX

Initial Business Response / [redacted] (1000, 5, 2014/02/26) */ Due to the amount of tax fraud that occurs each tax season, we will regularly require verification from our cardholders to protect our cardholders and other tax payers We requested additional verification documents from Ms*** She advised us that she could not comply with our request because her documents had been burned in a house fireWe attempted to verify the report of the fire with the local fire department and there was not a reported record of a fire at her residence Because we could not verify her information, we opted to return the funds back to the IRS and allow them to re-review the refundThis process typically takes the IRS - weeks to completeWe initiated the process on 2/24/ Ms [redacted] will need to folldirectly with the IRS if she has not heard from them within the next weeks

The customer dispute claim was filed on 2/22/The disputed amount was $713.18.The results of our investigation concluded that we do not find that an error occurred due to the following reasons: The customer is in possession of the cardThe customer has undisputed transactions while the disputed transactions occurred from 2/14/through 2/16/The disputed $PIN based transaction with [redacted] occurred on 2/14/16, and it was followed by the cardholder's valid ATM transaction on 2/15/There is a disputed transaction that occurred with [redacted] and the customer has three prior undisputed transactions with other [redacted] locations since 2/10/There were not any ATM balance inquires while the disputed transactions occurred, which would indicate that the user of the card was aware of the balanceThere are transactions that required the PIN, yet there were not any PIN failures while the disputed transactions occurredWith the facts available to us, we do not find that an error occurred.On 2/29/we mailed the customer a dispute denial letter.From 3/7/to 3/28/we called the customer six timesWe were unable to reach the customer and we left six messagesThe customer may call us with any questions at ( [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/03/10) */ The check was processed and mailed regular mail on March 6, 2014, prior to addressing the complaint

I have a dispute on my accountMy card was hacked and the person stole over $out my account in less than minutesI have been told due to there investigation that they did not find any issue and will not be returning my moneyI will be getting a letter in the mail that will explain the resultsI need my money back into my accountThis is insured by the FDIC, but I can't get my money returned when it is clearly fraudNo one here can answer any questionsNot very professionalI am a hard working person and I do not have money to give to thievesPlease shut this corporation down