AccountNow

I usually have a positive experience with Account NiwThat was 7ntil days agoI usually get my disability check around the 26-of each monthWell, come June I still haven't recieved itWhen I went to talk to the representative, they said that they didn't recieve a notification of a pending transactionI am very upset and will take legal action if necessary to get back what's rightfully mineThey have no business doing people like this

Initial Business Response / [redacted] (1000, 17, 2014/08/29) */ Two $cash loads have been applied to the cardIf there are additional missing loads we will require MoneyPak numbers to research further

Initial Business Response / [redacted] (1000, 7, 2016/02/26) */ On 2/18/a review of the customer account was performed and the address listed on the account was identified to be a UPS StoreWe called the customer to request the customer provide verification of identity and addressWe were unable to reach the customer and a message was left requesting the customer contact us at (XXX) XXX-XXXXOn 2/18/the customer called AccountNow and we advised the customer that we require clear copies of her photo identification, signed Social Security Card and a current utility bill verifying the customer residenceThe customer hung up The customer may upload the required documentation to: upload.accountnow.com or the documentation may be faxed to: (XXX) XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I disagree, when I ordered this card I used this mailing address [redacted] east [redacted] and it was approved and supposely a card was mailed regular mail without a problem with my addressand besides the expedited card I got that required a signatyre I never got the other one and the postal service can gurantee that it was never shipped by accountnow, just like the expedited card was never shipped because fedex verified that information for a weeki have an investigation number for US Post Office if you need itwe had a fire and me and my children are in a women's shelterNo mail is delivered to my old address by the post office until we move back inWhich is why I was given this mailing address to useThe red cross paid for my change of address and forwarding service so that sensitive mail like important documents and banking information can be guaranteed deliverySomeone is not being truthful and its a shame they cannot own up to their mistake but you blocked my card that I received at this [redacted] east [redacted] ave mailing address AFTER I started making use of the money on my cardThat is unethical and Accountnow violates the terms of use that I signed and agreed to when you approved my account Final Business Response / [redacted] (4000, 16, 2016/03/25) */ The account has been permanently closed and the remaining funds will be returned to the IRS W&I divisionThe customer will need to contact the IRS W&I division for additional informationReturned funds may take 6-weeks for the IRS to process Final Consumer Response / [redacted] (4200, 18, 2016/03/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told by account now that they can not close my account because the account still has a balance remaining

Initial Business Response / [redacted] (1000, 6, 2015/12/24) */ On 12/8/the customer filed a dispute for $representing two ATM (Automated Teller Machine) transactions of $eachOn 12/22/15, we concluded our investigation and credited the customer account for $ On 12/23/ the customer called to report another dispute and the customer account was restrictedWe called the customer back and were unable to reach the customer We were unable to leave a message as the customer's voicemail box was fullWe request the customer call us at (XXX) XXX-XXXX Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/12/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes I did find out they credited my account and I truly appreciate it I just wish I knew they were stopping my card I was never informed of that

Initial Business Response / [redacted] (1000, 5, 2014/04/08) */ Mr [redacted] was not denied a refundThe refund may have been processed by Amazon at the time he initially called our office, but Amazon has to submit the refund through their processor and their processor to us Our processor received the refund on 3/28/and promptly credited the card account Merchant refunds are not instantaneous to any debit or credit cardThere is typically a delay of up to five business daysIf that was not explained by Amazon, Mr [redacted] should address that directly with Amazon AccountNow applied the refund upon receipt

Initial Business Response / [redacted] (1000, 5, 2014/05/08) */ A message was left for the consumer on 4/24/To date we have not received a return call The card will not be reinstatedWe will send checks for the balance to the address provided on the complaint Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) You locked my account with nearly $in it almost weeks agoIf you sent checks after I faxed in the required documentation then where are they? Do you have a tracking number? This should have been resolved in several days, not weeks When can I expect to be made whole? Final Business Response / [redacted] (4000, 10, 2014/05/22) */ On 5/8/14, our response was that we would process checks to the address provided on the complaintIt can take up to business days for the checks to be processed and mailed Our records reflect that two checks were mailed on 5/21/14: Check # XXXXXX -$ Check# XXXXXX-$ Final Consumer Response / [redacted] (2000, 12, 2014/06/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/06/13) */ We have an obligation to protect consumers from identity theft and account takeoverWhen an address is changed and a new card is requested, we are required to complete enhanced due diligenceIn an attempt to avoid documentary verification, we allow the consumer to answer questions provided to us by an outside third party to verify that it is the consumerIf the consumer fails the questions, the only option is to send documentary verificationMr [redacted] provided the documentation on 5/30/14, the documentation was verified and the card was processedOur records indicate that the new card was activated on 6/7/

Initial Business Response / [redacted] (1000, 7, 2015/10/05) */ This customer has disputed charges; $and $from Metro Wireless of MiamiThe customer stated that the charges are related to a cell phone repair and that the merchant did not repair the phone On 9/24/15, the customer stated that he dropped off his phone on July 20, with Metro Wireless to get his phone screen fixedThe customer stated that he was required to pay for the repair in advanceThe customer stated that the merchant called him later that day and stated that an additional $part was required and the customer payed for $of the charge with his AccountNow cardThe customer does not have an invoice for the additional charge and the merchant refuses to provide to himThe customer stated that his phone was shipped back to him via UPS (United Parcel Service)The customer states that he signed for the package and when he opened the box his phone had not been repairedThe customer states that the merchant is refusing to repair or return his money We have performed a review of the customer's dispute and we have filed a claim against the merchantThe resolution is expected between 10/18/and 12/02/The customer may contact the merchant to expedite the resolution Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Im still waiting on my money and I still have no phone and they won't give me a provisional credit to my account for this matter because my claim is prolonged Final Consumer Response / [redacted] (3000, 25, 2015/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want my money I've lost my job for not having a phone they could have least settled the company to give me another phone and added the service to it n I would have been sastifed this company account now and metro wireless of Miami are both scams neither one of them called me to at least settle the matter they both need to be shut down 120days I've been with out a phone I lost y jobn my home Final Business Response / [redacted] (4000, 29, 2015/12/09) */ On 10/28/15, the merchant presented AccountNow with copies of the sales receipts dated 7/20/for the customer's two transactions which state that there are no refunds after 14daysOn 10/28/AccountNow sent a letter to the customer stating that his 9/3/claim was denied We have no recourse for this claim

Initial Business Response / [redacted] (1000, 5, 2014/06/18) */ Ms [redacted] advised us that her payroll funds had been applied her account on 6/2/The agent located an account where the funds were applied but Ms [redacted] advised the agent that she did not apply for the account, nor have any knowledge of the accountTo ensure that the funds were properly disbursed our policy is to return them to the originator Or records indicate that the funds were returned on 6/10/with the following trace number: XXXXXXXXXXXXXXXThis number may be used to trace the status with her employer

Initial Business Response / [redacted] (1000, 5, 2014/04/22) */ The fee has been credited to the account

The charges described in the complaint are related to a $authorization which was posted on 3/25/and a debit for $which posted on 3/29/Both transactions originated from the Dana Hotel and Spa The $authorization expired and the funds were returned to the customer’s available balance and a refund for $from Dana Hotel & Spa was posted to the customer’s account on 4/10/ On 4/13/we reviewed the status of the transactions with the customerThe customer stated she had no remaining concerns at this time and she would close the complaint

I received my federal tax refund on 5/21/and when I tried to use the card on 5/22/it was declinedI checked my account online and discovered someone had withdrawn the exact amount that was in my account, leaving a $balanceOf course it was Sunday so no live customer serviceI filed a dispute on Monday, was told I have to pay $to have a new card sentI agreed only because I was expecting my paycheck to hit the account today and did not want SQ [redacted] Joy to have further access to my fundsI called today to check on the dispute and was told that customer service has no information other than one was filedI asked for contact info for the dispute department and was told none existedI asked for contact info on the company that made the withdrawal, I was told there isn't anyI asked how can I withdraw the just deposited funds to move to a different bank because I am not at all confident that the hacker won't be able to withdraw them and was told there isn't any wayI asked how can they protect my funds until I get my card, and was told they can'tI'm just hoping I get the replacement card soon and can withdraw my pay before my account is hacked againIt doesn't look good for getting the first stolen funds returned and I can not afford to lose over $because they won't stop an ach withdrawal even though I've informed them my account was hackedDO NOT USE this companyYou risk losing your hard earned money

Initial Business Response / [redacted] (1000, 5, 2014/03/25) */ The account was suspended for identity verificationAs soon as the appropriate documentation was provided, the suspension was removed, in fact the agent worked to remove teh suspension with the documentation provided on 3/11/14, rather than requiring a more legible copyThe suspension has been removed from the card since 3/11/and a call was attempted but there was not an answer at the telephone number in our recordsMs [redacted] contacted our office on 3/12/and was advised that the verification had been completed Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/03/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) No I don't because they gave me a very hard time and I feel like the info that they needed they should have requested it when the card was 1st active but they didn't yea they took it off after I kept calling and complaining Final Business Response / [redacted] (4000, 9, 2014/04/03) */ We apologize for the frustration this matter causedHowever, a verification of the account may take place at any time that we deem in necessary based on the account activityNot necessarily when the account first becomes active, but when the activity warrants a review

Initial Business Response / [redacted] (1000, 8, 2015/08/07) */ Three IRS tax refunds posted to this account on 2/10/15; $4620.00,$and $These deposits were removed from the account on 2/18/and were returned to the W&I division of the Internal Revenue Service in Fresno, California The IRS does not provide additional information once funds are returned and all customer questions must be directed to the IRSOn 7/27/15, the customer provided the name of an IRS employee, [redacted] , and requested we speak to her about the status of the returnsOn 7/28/15, [redacted] ***, who is an employee in the W&I division in Fresno, was provided with the details surrounding these returnsMs [redacted] stated she would perform research based upon these details, and would follow up with the customerAccountNow has no further information to provide Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/08/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/03/06) */ We were attempting to call during the documentary review process but we encountered a bad telephone number and then a voicemail that was not set up The card was replaced and mailed to the new verified address on 2/24/and the card mailed on 2/25/A card can take - business days to arrive depending on the mail delivery time in the consumer's area

The customer reported fraudulent activity and the customer account was restricted and a stop payment was processedOn 4/11/a check for the remaining balance on the customer account was express mailed to the customer On 4/11/we contacted the customer and apologized for the inconvenience that the customer experienced On 4/12/16, the courier service reported that the check had been delivered to the customer The customer may contact us with any remaining questions or concerns at [redacted]

The customer filed a dispute on 3/10/for $Our investigation determined that a $deposit was posted to the customer account on 3/8/and the disputed ATM withdrawal for $occurred minutes laterThe disputed transaction is PIN based , the customer has possession of the card, and there are no pin failuresThere were no balance inquiries and the disputed $transaction almost depleted the balanceBased upon the facts available to us, it appears that no error occurred and the claim was deniedOn 3/22/we mailed the customer a Dispute Denial letter.On 3/24/we returned a call to the customer and we provided the dispute denial reasons.Based upon the facts available to us, we stand behind the denial reason.The customer may contact us at [redacted] with any additional information or questions

Initial Business Response / [redacted] (1000, 5, 2016/01/06) */ The account was purchased on 11/4/with an initial deposit of $On 11/5/an authorization for $to TMO WalMart Mobile IVR was posted to the accountOn 11/5/the customer requested the authorization hold be deleted from the account and the $restoredThe customer was advised that an authorization hold is placed on the account by a merchant to preserve funds for a pending sale and that we require a merchant letter authorizing the deletion on the holdWe also provided the customer with the authorization expiration dateThe customer hung up On 11/5/we received a second callWe asked the caller for the date of birth listed on the account and the caller provided a different dateWe advised the caller that the failure to provide the correct information was a security violation and to safeguard the customer funds, we restricted the account and we required verification of the customer identityThe caller hung up On 11/5/15, 11/26/and 11/27/we received calls and we advised the callers that the account was restricted and we required verification documentationThe caller hung up in each case On 1/4/16, in response to a complaint, we called the customer at the telephone number listed on the account, which is the same telephone number listed on this complaintWe were unable to reach the customer and there was no voicemail option to leave a message We request the customer contact us at (XXX) XXX-XXXX to make arrangements for the remaining funds on the account Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called the number they gave on their responseWas not able to get through as my card number, nor my ss# were recognized in their system, and I was not given an option for customer service So, I called the number listed on the back of the card, and was given the same run around Interesting that they said remaining balance since I have never even used the funds I loaded onto the cardI expect a refund of $and nothing less than Final Business Response / [redacted] (4000, 9, 2016/01/19) */ The customer has submitted a complaint for the same issue to Ohio Consumer ProtectionOn 1/12/we reviewed the reason for the account restriction with the customerThe customer acknowledged that the date of birth on the account is different than the customer's actual date of birthThe customer declined to provide documentation to verify her identity and we advised the customer that in the absence of documentation, the account would need to remain closed As a one-time courtesy we have credited the account for all feesThe customer confirmed her address and on 1/13/a check for $was delivered to the customerThe UPS tracking number for the shipment is: 1ZX1750RXXXXXXXXXX Final Consumer Response / [redacted] (2000, 11, 2016/01/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) This has been resolvedCompany reimbursed me, fully

Initial Business Response / [redacted] (1000, 5, 2014/09/11) */ The merchant authorized the transaction on 5/27/In error they issued a refund to the card on 6/2/They realized their mistake and submitted a purchase for the transaction on 6/23/They are within their rights to recover an error We do not have any recourse to pursue this matter and the statement from June reflects a refund and then a debit to offset the refundThe customer has never been charged She must address this concern directly with the merchant Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Purchase on June WAS A SEPARATE ERRORI DID NOT USE THE PREMISES, I DID NOT GO TO THE HOTEL FOR THAT BOOKING (cancelled legally via Booking.com) I NEVER WAS IN THE HOTEL PREMISES FROM MAY to the present time I WAS IN TOUCH WITH HOTEL FINANCE STAFF and she did not see any of my signature or proof that I checked inI NEED PROOF THAT I CHECKED IN as they erroneously claimI NEED MY FUNDS BACKNote that I did not file a claim for their MISTAKE ON May because they refunded it promptlyBUT WHY DID THEY CHARGE ME AGAIN???? IT WAS ALL THEIR MISTAKE AND I LOST MY MONEY!!! Final Business Response / [redacted] (4000, 14, 2014/10/02) */ If there is additional documentation that the consumer would like to provide, we can reopen the investigationThe additional information may be faxed to XXX-XXX-XXXX

Initial Business Response / [redacted] (1000, 5, 2014/04/28) */ The initial card was mailed to the address without the lot number on 3/26/The initial card was returned to us as undeliverable on 4/10/ Because the account was a new account with a tax deposit, the agent requested verification documentation when the cardholder called to report the card as never received On 4/8/the documentation was reviewed, the lot number was added and a new card was processedOur records indicate that the new was activated on 4/14/