AccountNow

Initial Business Response / [redacted] (1000, 5, 2014/07/23) */ Due to the nature of the claim, the card account had to remain closed to prevent additional transactions from being debited from the account The account was previously reopened temporarily to allow withdrawal of all remaining funds Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/07/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 6, 2015/05/12) */ Our records indicate that the merchant is attempting to return the funds to a closed cardThe consumer will need to contact the merchant and provide them with the open card so that the credit can be refunded, or arrange a credit in the form of a checkThe credit is rejecting off of the closed card, but there is an open card for the consumer Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) u reject there answer Based on that anyone I talk to when I call then can not give me any form on information on tge matter it's just an answer to try to silence me Final Business Response / [redacted] (4000, 30, 2015/07/08) */ The card number that the merchant attempted to credit is closedWe cannot provide them the new card number, the consumer needs to do that Final Consumer Response / [redacted] (4200, 32, 2015/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's the same card I've always hadIt's not closed

Initial Business Response / [redacted] (1000, 5, 2015/02/23) */ The authorization at the pump looked like a valid transactionIt did not display as a cancelled transactionWe disclose on our website that we will hold pay at the pump transactions without releaseTo avoid this issue in the future, please pay inside the station with an attendant and not at the pump The hold systemically released

Initial Business Response / [redacted] (1000, 5, 2014/06/09) */ A check has been requested for the $deposited and the account has been closedA check may tak up to four weeks based on processing and depending on mail delivery times to the delivery area

Initial Business Response / [redacted] (1000, 5, 2014/03/24) */ We have a policy that allows for a limitation on the number of active cards that an individual can have open and active at a timeThere is an automated program that closes older cards to allow more current cards to remain activeIn the case of Ms [redacted] , she had four open active cards and the process attempted to close one of the cardsThe issue occurred when the a load came in at the same time that the closure occurredWe closed a card that had a load of $On February 19, 2014, the account was closed Typically when this occurs, the agent will assist the customer in transferring the funds to another active card, or close one of the other cards and allow the current card to remain open to allow the customer access to the account In this case the matter became more complicated in that Ms [redacted] had caused an alert on her online account due to using an invalid Security CodeBefore any funds could be transferred, she was required to provide documentation to verify her identity and ownership of the cardThis was a measure taken to prevent unauthorized access to the funds due to the security alert On February 21, 2014, the photo ID and the front of the card that were provided to AccountNow were reviewed, but they were illegible so the agent requested legible copies On February 23, 2014, we received additional documents, but due to the volume of documentation that we received, we did not review d the documents, until February 24, However, the agent made a mistake and did see that the customer had voluntarily closed other accounts, nor did the agent attempt to work with the customer to reopen the account due to the closed statusThis process is not typically a process handled in the risk department and the agent was not aware of the reopen policyWe have addressed with to ensure that the agents are aware, and we sincerely apologize for the frustration that this matter caused Ms [redacted] The agent who cleared the security alert, requested a check to the address on the account on February 24, However, on February 25, 2014, additional documentation that was received on February 24, was reviewed and the additional documentation indicated that an address change was requiredThe agent placed a stop payment on the check requested on February 24, 2014, but failed to request a replacement check Ms [redacted] did call to follon the check, but each of the additional agents were reviewing the notes that indicated that a stop payment had been requested on one check and a new check reissued Upon receipt of the complaint, management looked into the matter and discovered that a replacement check had not been requested on February 25, Ms [redacted] was contacted on March 14, The supervisor reinstated a card that Ms [redacted] still had in her possession and transferred the funds to the card Again, we sincerely apologize for the frustration that this matter has caused

Initial Business Response / [redacted] (1000, 5, 2015/03/13) */ Contacted the consumer and discussed the account and the matter and provided the actions to be taken by telephone

Initial Business Response / [redacted] (1000, 5, 2015/02/27) */ I spoke to Mr [redacted] on 2/16/and lifted the restrictionI explained the reason why the restriction was placed and apologized for the fact that we restricted the account in error because we did not see that the deposit beneficiary was on his card We have credited the last two months of monthly fees for the inconvenienceWe sincerely apologize for the inconvenience Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/03/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Very, Very Pleased with response and the manner in which Account Now corrected the errorThank you SincerelyGP

Initial Business Response / [redacted] (1000, 5, 2014/06/04) */ The package sent in the mail was an offer based on a referral that we received from a marketing partner, indicating that the consumer was interested in prepaid cards We had only the name and addressThis was not an active card and the materials stated thisIn order to activate the card, the consumer would need to provide their social security number and date of birth so that we can perform identity verification The card offer was closed on 5/19/We have removed Ms [redacted] from future mailings Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/06/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/11/25) */ We will require the card number to further process this complaintPlease provide the last digits of the card number Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Card Number: XXXXXXXXXXXXXXXX Final Business Response / [redacted] (4000, 9, 2014/12/08) */ The only fee charged to the card was the initial $The remaining amount loaded to the card has been spentWe have credited the fee and are processing a check in the amount of $to Ms [redacted] at the address provided on the complaintWe apologize for the confusion Final Consumer Response / [redacted] (2000, 11, 2014/12/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I need to be provided with a number to contact in the event I do not receive the check mentioned aboveI also suggest this company be up front with the customers and notify them on the packaging about the fees they can expectI also suggest they re-educate their staff so that they can efficiently service the cutomers and addres concerns rather than everyone having a different answerI do however appreciate their attempt to correct their mistake

Initial Business Response / [redacted] (1000, 9, 2015/07/16) */ Received business response via email on 7/15/15: The customer account received merchant refunds of $1,with no prior debits from WalMartOn 6/6/the account was restricted and copies of sales receipts were required to verify that the refunds were validThe customer was advised on 6/7/15, that receipts were required to verify the WalMart refundsOn 6/8/15, the customer provided one WalMart receipt for $924.32, but it did not cover the entire credit balance and we requested copies of the additional receiptsOn 6/9/15, we received documentation from the customer, but the documentation did not include the outstanding receipt copiesOn 6/13/15, we again asked the customer to provide WalMart receipts which covered the additional $refund amountOn 6/15/15, the remaining documentation was received from the customerDue to a prior report of a lost card, a card reissue was initiated to cancel the old card and issue a new card with a new card numberThis replacement card was expedited and our records indicate that the customer activated the card on 6/20/ The customer has stated that this complaint involving the restriction on his account was resolved to his satisfaction Thank you [redacted] Compliance and Risk Development Manager Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please call me

Initial Business Response / [redacted] (1000, 5, 2014/12/29) */ Compromised cards are allowed reopen of the card one timeWe are bound by Visa regulations and when a dispute is initiated the card cannot be reopened This is a policy and it protects the card from additional unauthorized use

Initial Business Response / [redacted] (1000, 5, 2015/11/10) */ This customer has had multiple cards issued for his accountThe customer account has not been charged monthly fees that have accumulated for more than one month, for an overdrawn amount of more than $The last fee was credited to the account and the customer has had a $balance since 9/29/and all accounts are closedOn 11/5/15, we placed a call to the customer telephone number provided in the Revdex.com complaint and left a message for the customer to address any additional questionsThe customer may contact us at (XXX) XXX-XXXX

Initial Business Response / [redacted] (1000, 7, 2015/06/18) */ We will require valid address verification and a legible copy of the photo IDA third party has sent the only set of documentation received and the photo ID is illegible and the address does not verifyWe need a utility bill that is in the customer's name so that we can call to verifyIf the third party has power of attorney to manage the account, we will require the power of attorney documentation Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no need for power of attorney, the customer is requesting this himselfThe resident now resides at the Tennessee State Veterans Home at [redacted] XXXXX and all documents were submitted on 12/10/14, in which I have copy of the fax receivedHE RESIDES IN A NURSING HOME, SO THERE WILL BE NO UTILITY BILL!!!!!!!!!!!!!!!!!!!!!!!!! You told us once you received this fax, that the his check would be sent in to weeks BECAUSE YOU WERE JUST VERIFYING WHO HE WAS!!!!None of the documents sent were illegible, you could clearly see his social security number and id on the copy submittedYou are withholding a DISABLED VETERANS money!!!!!!!!!!!!!!!!!!!!!! We will refax the documents sent on 12/10/to reverify, but after that no more stalling, please send his money in the amount of $1,410.00! Thank You Final Business Response / [redacted] (4000, 22, 2015/08/26) */ We placed a call to the telephone number provided for the Tennessee State Veterans Home on 8/14/and spoke to [redacted] , Licensed Master Social WorkerMs [redacted] stated that she had the authority to speak on Mr [redacted] 's behalfWe reviewed the reason for the restriction with Ms [redacted] ; a change of address without verificationMs [redacted] provided Mr [redacted] 's current address as: The Tennessee State Veterans Home, [redacted] XXXXX We advised Ms [redacted] that we had contacted the Nashville Regional Veterans Affairs Office to request guidance and we would provide a status upon receipt from the VAOn 8/17/15, Vicki [redacted] of the Nashville VA office advised AccountNow that the remaining funds of $must be returned to the VAMs [redacted] stated she would submit a formal letter requesting return of funds to AccountNow and she will contact Ms [redacted] and speak to her On 8/20/Ms [redacted] advised that she had spoken to Ms [redacted] and had obtained the customer's address in order to update the VA filesMs [redacted] also stated that a letter of indemnification had been sent to AccountNow for the return of the remaining fundsWe received the VA letter and removed the funds from Mr [redacted] 's account for return to the VA On 8/21/15, Ms [redacted] confirmed that she had spoken to Ms [redacted] and that she had been advised that Mr [redacted] 's VA records would be updated with his current information and that the funds held by AccountNow had been recalledMs [redacted] stated she was satisfied with the outcome of this complaint and considered the issue resolved Final Consumer Response / [redacted] (2000, 24, 2015/08/27) */ 8-27- Sent via email: [redacted] Yes Ma'am it hasI spoke with their fraud department rep, [redacted] , who was very helpful with resolving this issueMr [redacted] will be receiving his money very soonI thank you so much for all of your assistance in this matter Thanks so much, [redacted] T [redacted] , LMSW Tennessee State Veterans Home-Humboldt

I have been with account now on and off for some time nowYou have to give and take with a prepaid card companyHowever, this has gone too farThe policy to update your new address to me is very tediousIt is a PREPAID cardThe website is flawed! They have optionsa.) Mail b.) Fax c.) emailApparently the email has not worked for some time nowSo that pissed me offI am waiting to see my card in the mail only for them not even know that I sent the informationI finally speak with someone who tells me that they can not release my funds while the card information is being updatedSo they are holding my money "protecting" me while I am screwed because I can not get my moneyAfter speaking with the 5th person in hours of being hung up on, I am informed that I have to resend the information YET AGAIN to the right account number....well I have the right account number because I called the automated system.....WRONG...the automated system is also flawedApparently I have accounts and the other account number is what I gotSo now! My card is delayed yet again!!!!!!!!!!!!!! The website, agents and IVR are all flawed!!! The outcome nothingThey can expedite my card but I have to pay $for it to be expedited in DAYS!!!! smh At least that is what the last agent told meI have been on hold now for mins waiting for a manager...my 3rd manager for the day

Telephone que is setup to require two calls to reach customer service every time Customer service did not close account as requested Their tactic in this situation is to game the overage fees against the customer She wanted me to drain the account but gave a vague closeout time of 2-weeks That would result in a zero balance around the time a new billing cycle began In other words, she was setting me up for overage fees

Initial Business Response / [redacted] (1000, 5, 2015/02/25) */ The funds were transferred on 2/11/

Initial Business Response / [redacted] (1000, 5, 2015/03/31) */ A check was processed on 3/9/to the address on the account record

Initial Business Response / [redacted] (1000, 5, 2014/05/08) */ The claim has been resolvedIt was closed on 4/11/ The consumer claimed that eight transactions were unauthorizedWe performed an investigationWe determined that six of the transactions were performed by the consumer and we contacted herShe acknowledged the transactions and we cancelled the claim on six of the transactions We issued a credit for the remaining two transactions on 4/11/ The claim has been closed Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) They only gave me back one accountI told them when I talked to them on the phone I was going to report them if either I got back my money or got my card open back upThey opened my card back up but I never got my money that I worked very hard for backI haven't used that card anymore lately so I want my money back Final Business Response / [redacted] (4000, 14, 2014/06/06) */ Our records indicate that the claim has been resolved as previoulsy stated Since we received the rebuttal we have tried to call several timesWe have been unable to reach [redacted] and the voicemail is full so we are unable to leave a messsage [redacted] will need to contact the investigator directly at XXX-XXX-XXXX to discuss Our records indicate the claim is resolved Final Consumer Response / [redacted] (4200, 16, 2014/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) they havent tried to call me at alli am getting tired of this because all I want is my money backhow is that so had to do that is not your money to have or had the right to keepI have been working to try and pay my bills since Account Know that it was ok to take my moneySo my voice mail isnt full at all because other people are able to leave messages so I know for a fact that you have not been calling me at allI want my money back this is getting really old

Initial Business Response / [redacted] (1000, 5, 2015/04/13) */ In order to have a second card added, the secondary that is to be added must pass [redacted] verificationThe agents provided the information that was returned to themWe are unable to add a secondary cardholder at this time Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are liars there system is not up to Par My son is the 2nd card holder im trying to add I think I know all of the vital info that they are requestingI believe after all of the complaints ive read online abt there antics that they are trying to 1either out right steal $ from us Due to not being able to add my boy to the account so he may receive his returnOr two they are trying some other methods to frustate someone badly enough so they just washed there hand of the situationThis company customers service skills are GARBAGE! NEVER HAVE I ENCOUNTERED SUCH STUPID PEOPLEBLATANTLY RUDE & OUT OF LINE MNS THEY NEED TO BE STOPPED Final Business Response / [redacted] (4000, 10, 2015/04/23) */ We will not be able to offer a second card at this time

Initial Business Response / [redacted] (1000, 5, 2015/03/31) */ We were not able to return the funds to the bank that the consumer requested without a letter from the originating bankWe are bound by NACHA operating rulesUpon receipt of that letter we returned the funds to the originating bank