AccountNow

Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ We are waiting on appropriate documentation to verify the identity of the owner of the account Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/07/08) */ Tired of sending personal information to these people and get no results For four months now ive been fighting with these people for my money and have sent multiple documents Just want my money relesed so I can be done with them Final Business Response / [redacted] (4000, 15, 2015/07/21) */ A check in the amount of $has been mailed to the customer

The account that the customer used for her tax refund, was issued by AccountNow using an abbreviated applicationThe account required the customer to provide personal information including the Social Security Number during the activation process.On 3/16/we received the tax refund that the customer directed to the accountThe account was closed and we requested the customer provide documentation to verify identity and addressWe determined that the account could not be reopened due to an activation failure caused by the Social Security NumberThe information that was provided to AccountNow during the activation process, is that the Social Security Number is inconsistent with the customer's other personal informationExamples include but are not limited to; the Social Security Number is associated with a deceased person, or the Social Security Number was issued prior to the Date of Birth.On 3/22/we returned the remaining portion of the tax refund to the IRS W&I Division.On 3/30/we called the customer and we reviewed the sequence of events which caused us to close the account and return the remainder of the tax refundWe provided the information that is available to us.The customer will need to contact the Social Security Administration for additional information related to the Social Security Number and the IRS for information about the returned tax refund amount

Initial Business Response / [redacted] (1000, 5, 2014/07/02) */ Our risk department requested a check in the amount of $on 6/18/An additional check was requested on 6/19/in the amount of $3,We have confirmed that the checked were approved and process and mailedThe check in the amount of $was mailed on 6/27/and the check in the amount of $3,was mailed on 6/30/ Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received both checksThis company is a complete nightmare and I warn others to steer clear!

Initial Business Response / [redacted] (1000, 5, 2014/12/09) */ The fee is disclosed in the terms and will be charged each monthThe initial fee charged has been waived and a check is being processed for the balanceThe account is closed and will remain closed due to the discrepancy in the terms A check will arrive at the address on record in the next - days

Initial Business Response / [redacted] (1000, 5, 2014/08/06) */ We have pulled the calls related to this accountThe account was closed on 7/3/14, when a third party called to advise us that the card had been foundOn 7/5/14, we received a call from the consumer regarding why the card was restrictedThe agent informed the consumer that the card had been found by a third partyAs the agent was completing verification to mail a new card, the agent learned that the address had changed To protect our customers from an account takeover, we require that they verify their security questions to update their address to mail a new cardThe agent proceeded to ask the questions, spelled the answers back to the consumer and the consumer confirmed that the spelling was correctThe agent submitted the answers and received notification that one or more of the answers were incorrect The consumer can be heard from the recorded call discussing this with her spouse and after her spouse provided her the correct answers, the consumer asked to retake the security questionsHowever, our policy requires documentary verification once the questions are failed and there is not an option to retake the quiz until the lock is cleared To clear the lock, we required a legible photo ID and a utility bill to verify the new addressOur records indicate that the first documents we received were a phone bill, a photo ID and a Social Security card and the documents were received on 7/16/The photo ID was illegibleOn 7/22/14, we received additional documents, but again the photo ID was illegibleOn 7/28/we received a legible ID, but an illegible phone billHowever, the agent pulled the legible phone bill from 7/16/14, and updated the address to the address on the phone bill which was [redacted] Apt [redacted] Saint [redacted] , [redacted] XXXXXA new card was requestedThe agent attempted to contact the consumer to provide a status, but calls were not being accepted at the timeThe consumer called our office on 8/4/14, and the agent provided an updateOur records indicate that the new card was activated on 8/5/

Initial Business Response / [redacted] (1000, 5, 2014/03/06) */ The verification was complete, the account reinstated and the customer notified on 2/22/

Initial Business Response / [redacted] (1000, 5, 2014/07/29) */ The updates requested by the customer have been completed and we have spoken to the customer

Initial Business Response / [redacted] (1000, 6, 2015/08/03) */ We have reviewed the call related to the $hold which was posted on 7/12/by NetFlixDuring the 07/15/call, the customer asked AccountNow to release the hold and the customer service agent described the policy (listed below) The customer wanted the hold to be released now and we told her it wasn't possibleThe customer requested a supervisor and the call was transferred, however we have no notes that the customer spoke to anyone after that We are required to hold funds related to authorizations, to allow the merchant to collect their funds as authorizedFor transactions related to Video/Amusement such as NetFlix, the hold may be up to business daysIn order to release these funds back to the account, we require a fax directly from the merchantMerchants must fax the request on their corporate letterhead, with the amount, the specific reason to release the hold and the name and contact information for the merchantFaxes must be sent to (XXX) XXX-XXXXAll faxes will be verified prior to the release of an authorization holdFaxes are processed within business hours of receiptWe process faxes throughout the day in the order received We apologize if the information the cardholder received during the telephone call was not clearOn 07/22/15, the authorization hold expired and on 7/25/the customer performed a transaction bringing the account balance to $ Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/03/10) */ We have searched our recordsWe cannot locate an account or an offer in your name, your address or with your email address Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/03/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company emailed and let me know they were deleting my email address from their records and believed my email was attached to an unrelated account in error

Initial Business Response / [redacted] (1000, 5, 2016/01/13) */ On 12/25/the customer called and reported an unauthorized transactionWe advised the customer that her card would be restricted and a replacement card issuedThe call was disconnected before a dispute could be filed On 12/26/ the customer called and a dispute was filedThe customer requested that her replacement card be sent to a new addressThe customer was asked to send a current bill to verify the address and the customer stated she did not have a bill or other address verification On 12/26/the customer called and reported that she was no longer disputing the transaction and requested that the dispute be cancelledThe customer was advised that we required her photo id and a bill to verify her identity and addressThe customer was provided temporary access to her account On 1/6/16, the customer called and asked how to lift the restriction on her accountThe customer was advised that we required her photo id and a bill to verify her identity and address On 1/8/the customer called and we advised the customer that we required her photo id and a bill to verify her identity and address On 1/12/we received the customer's photo id and a billWe called the customer and she stated that her daughter had used her card and performed the transactions which she disputed on 12/26/The customer's address was updated and the account was reopened On 1/15/a message was left for the customer at the telephone number provided in the complaint

Initial Business Response / [redacted] (1000, 7, 2015/06/22) */ A card was received and activated on 6/22/ Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/06/24) */ I received the new card on monday june 22,that was expedited to me and it had all the money on it $I am well pleased with account now responseThank you for your help

Initial Business Response / [redacted] (1000, 6, 2015/03/18) */ We conducted an investigation and the claim was deniedWe have reopened the claim and have provided credit in the amount of $ The credit was applied and the customer was contacted to advise of the credit Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/03/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/06/17) */ We processed an overnight checkDelivery was attempted on 6/17/The carrier has indicated that they will attempt a second deliveryThe tracking number is Tracking # is [redacted] XXXXXXXXXX

Initial Business Response / [redacted] (1000, 5, 2015/12/03) */ On 12/2/15, we advised the customer that the remaining funds on the account had been transferred to the account Issuing Bank due to the inactivity and closure of his accountWe requested the customer provide his Driver's License and a current bill to verify his identity and addressThe customer provided the documentation and we advised the customer that the funds have been recalled and upon receipt, a check will be sent to him We advised the customer that we anticipate that the process will take no more than weeks The customer stated he was satisfied with the outcome of his complaint

Initial Business Response / [redacted] (1000, 5, 2014/02/18) */ The transaction was authorized by Ms [redacted] and the merchant was within their rights to present the transaction when they didAccountNow is not responsible for the amount authorized by Ms [redacted] and the timing of when the merchant submitted the transaction to the account for payment Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/02/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) As has been explained to several supervisors with regards to the issue, I never denied that the charge; what my issue has been the lack of research and thoroughnedd of the CSR I spoke with regarding the additional money in my accountIf she had of done her research properly and knew of why this money was back in my account, the money would have remained in the account so that the merchant could have gotten paid without an extreme hardship to meEach supervisor that listened to the call acknowledged the fact that the CSR did not advise of WHY the additional money was there, therefore acknowledging that it was NOT my fault; they even indicated that this CSR would be coached on better handling of researching issues such as mineI will NOT satisfied until they resolve this issueAs a company that provides a service to thousands of consumers, they should rectify the errors made by THEIR employeesIf I had known beforehand, I would have handled that money accordinglyI was not allowed that opportunity because of the lack of THAT CSR doing HER JOB correctlyShe was too busy trying to get me off the phone Final Business Response / [redacted] (4000, 14, 2014/04/10) */ We are fully aware of Ms [redacted] positionHowever, our position standsMs [redacted] authorized the transactionIt is the customer's responsibility to ensure that they maintain enough funds to cover any transactions that they make using their card accountWe will not remit a credit for the transaction that Ms [redacted] participated in Final Consumer Response / [redacted] (3000, 12, 2014/04/03) */ I'm beginning to feel that the person who is responding to this complaint is NOT fully comprehending what has been clearly stated in each of my repliesIt's not about the management of my account because having been a customer for more than FIVE YEARS I've have only problems with ACCOUNTNOW with my moneyIt's not about the merchant and the authorization of the money takenIT IS SOLELY THE RESPONSIBILITY of the CSR that was hired that DID NOT DO THEIR JOB FULLY TO AVOID THIS INCONVENIENCE TO ME AND MY FAMILYACCOUNTNOW can try and place the blame on everyone and everything else but the CSR that was negligent in handling my request AND that will never changeI'm going to use this analogy to try to help them to understand THEIR MISTAKEI go into McDonald's and order a hamburger and tell them no pickles on my burger and they put pickles on it, it is my fault they got the order wrong or the CSR who didn't listen fully to my order? If I go to get my oil changed in my car and I tell them specifically what kind of oil to use and they use a different one, damaging my engine, is it my fault or theirs for not fully listening to my instructions? The point here as with my complaint is that I asked the important questions and the CSR failed to fully understand and research the issue as did the supervisor and other CSRs after her didThis has even been acknowledged by not ONE but THREE ADDITIONAL SUPERVISORS, so if they felt that it was my fault, as they are trying to imply by saying it's my responsibility to better manage my account, why would they give this CSR corrective action by coaching her on how to better handle situations like this? I've said it once, twice, my story hasn't changed: if the CSR I dealt with on that day as to why the money was back in my account and had researched as did EVERYONE ELSE I spoke with, I would not have endured such a hardship because of HER MISTAKELook at my account over the years and tell me how many times I've called and complained about issues with my accountYou will see that the issue is NOT with meI'm doing what I'm supposed to do and I'm not baking down from my complaintI'm not responsible for this mistake and I want satisfactionNothing more, nothing less

Initial Business Response / [redacted] (1000, 5, 2015/05/22) */ We do apologizeA system issue caused the account to be erroneously closedThe deposit would have been returned on 5/6/and within - business hours should have been back in the account of the senderWe have requested a return trace number and will provide that upon receipt for further investigation by the originator Final Business Response / [redacted] (1000, 8, 2015/05/27) */ Here is the return trace number that may be provided to the payroll provider to locate the return: XXXXXXXXXXXXXXX

Initial Business Response / [redacted] (1000, 5, 2015/03/13) */ We have not received a claim form nor any receipts provided by the ATM ownerAn investigation was opened and we are awaiting the merchants information related to their terminal balance on that dayA response to the claim is due no later than 2/20/

Initial Business Response / [redacted] (1000, 5, 2015/03/31) */ Documentary verification was requiredThis was completed on 3/24/and a new card was processed

Initial Business Response / [redacted] (1000, 5, 2015/04/01) */ A third card was processed by expedite service on 3/31/

Initial Business Response / [redacted] (1000, 5, 2015/03/27) */ We have initiated a return to the IRS on 3/20/The process takes - weeks and all additional calls will need to be addressed to the IRS Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) They said they sent my money back on march so why did they still have my money days later? And I have already spoken to the IRS they told me I would have my money within a week of them receiving it so I don't understand where they get 6-weeks being they had my money on hold since Feb Final Consumer Response / [redacted] (4200, 12, 2015/04/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because they are lying it doesn't take no 6-weeks to get your money from the IRSI spoke with a guy at the IRS and he said I would have my money a week after they received it from the companyThey have been lying and holding my money since Feb I had enough of their game Final Business Response / [redacted] (4000, 14, 2015/04/20) */ The funds have been returned to the investigations unit of the IRSWe do not have any additional detailsWe have quoted the timeframe provided to us from this unit