AccountNow

Initial Business Response / [redacted] (1000, 5, 2014/06/03) */ The error claim was filed on 5/9/Per Regulation E and as disclosed in the terms and conditions, we have ten business days to conduct and investigation before provisional credit is requiredWe may continue our investigation beyond the ten business days, provided that on or before ten business days, we grant provisional credit to the customerThis is detailed in the terms and conditions We concluded our investigation on 5/16/and credit was issued for the disputed transactions totaling $and for the associated fees totaling $This credit was granted on fifth business day and because we concluded our investigation, the credit was granted as a final creditA communication was mailed to Ms [redacted] explaining the outcome We did not refuse to grant credit and we granted credit within the time frames afforded to us to complete an investigation under Regulation EWe will consider this matter closed and all applicable credits have been applied to the account Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response because I should have been credited back my money imediately as any other bank would have gave a provisional credit immediately before the investigation was concluded & I would have had my funds while they were investigatingWhile tjis company refused to do so until they investigated it caused me to not be able to pay two bills which caused me a late fee totaling $& I feel they should have to reimburse meI feel as a bank my money was insured so either way they were getting the money back & I should not have had to wait any days to be credited my monry back as a company I believe that was very poor customer service & I would like my $in late fees credited to me Final Business Response / [redacted] (4000, 9, 2014/06/18) */ We followed the process detailed in the terms and conditions and allowed under Regulation EWe have ten business days to conduct and investigation before issuing creditIf we cannot conclude our investigation in ten business days we are required to provide a provisional credit while we conduct our investigationIn this case we concluded our investigation before the ten days and therefore the credit granted to Ms [redacted] was a final credit Again, we did not refuse creditWe are allowed a period of time to review and process the claim and to conduct an investigation and we have at least ten business days to do so before a credit is granted at least on a provisional basis Ms [redacted] should defer to her terms and conditions for further explanation as to the terms related to filing an error claim

Initial Business Response / [redacted] (1000, 11, 2015/02/10) */ The consumer has been purchasing Page Plus since August There was one order placed on 1/18/15, for an I-Wireless (Cincinnati Bell)The order failed, and she called on our office, verified he identity and then she passed *** telephone to another individual who used his card to load the phoneWhen our Agent said that it would be to business hours for a refund the caller was extremely upset and demanded something for free as compensation for the wait timeA request ticket requesting a refund had already been opened, and a previous Team Lead had already voided the transactionThe transaction was voided the same day and prior to the consumer calling back We attempted to contact the consumer three times on 2/5/15, but there was no answerWe emailed the consumer asking for a good time to callWe have not received a response The consumer continues to place orders on our siteHer last order was on Febfor PagePlus Unlimited $

Initial Business Response / [redacted] (1000, 5, 2014/07/02) */ The consumer that has filed the complaint is not the account ownerTherefore we cannot provide a response or update

Initial Business Response / [redacted] (1000, 5, 2014/05/15) */ We listened to the calls related to the accountMs [redacted] asked if there was a fee to pay billsThe agent advised her that there was notThis is correctHe did not reiterate the fees applicable to the cardAs disclosed in the terms there is a first load fee of $charged to the card and then a monthly fee of $thereafter to maintain the account At this time, the first load fee of $has been waived and credited back to the cardHowever, the ongoing monthly fee will stand and will charge to the card on 5/28/ If Ms [redacted] only intends to use this card to pay her student loan using our bill payment service, this may not be the card for herShe may be more interested in our Classic Card which does not have a monthly fee, but transaction fees insteadHowever, there is not a transaction fee associated with Bill Payment transactions She can find the terms of the Classic Card as well as her Gold card on our site Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/05/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just asked for my money back and I wont use the card again but I'm satisfied with my money back

Initial Business Response / [redacted] (1000, 5, 2015/02/19) */ The ACH file we submitted on 2/5/had errors in the file causing the file to rejectThe file was corrected and the funds were applied midday on 2/6/rather than early amWe apologize for the inconvenience

Initial Business Response / [redacted] (1000, 5, 2015/11/12) */ The customer filed two complaints for the same issueThe response provided is the same for both complaints The customer's Cardholder Agreement lists the transaction limits, including the Purchase limit, which is: $per day The limits for cash withdrawals are also listed in the agreement and are; $per day for ATM withdrawal and $per day for over the counter cash advance The customer's account was restricted on 7/14/due to an incorrect CVV (Card Verification Value) entered into the AccountNow online customer databaseA CVV entry error is considered a suspicious event and we require customers to verify their identity and prove their possession of the Visa card in order to remove the restriction and protect the customer accountOn 7/15/15, the customer called AccountNow and was provided with the requirements to remove the restrictionThe customer submitted the required documentation and the restriction was removed on 7/16/ Our records show that the customer contacted AccountNow on 10/26/and requested her account status, and the status of her recent activityWe provided the customer with the information she requested and also provided the customer with usage limits and the fee for cash advance transactions On 10/28/15, in accordance with internal suspicious transaction activity guidelines, the customer account was restricted based upon excessive purchase cashback transactionsThe limit for purchase transactions, which includes purchase cashback, is listed in the Usage Section of the Cardholder AgreementThe limit is: $per day and the customer performed: transactions within hours from 10/27/to 10/28/for a total of: $ On 10/30/and 10/31/15, we advised the customer why her account was restricted and the documentation and explanation required to remove the restrictionThe customer refused to cooperate and hung upOn 11/3/15, the customer called AccountNow and stated that she had provided her documentation months agoWe advised the customer that the requirement at that time was for the CVV lock and this was a different issueOn 11/4/15, we received customer documentation including the customer's photo identification, a bill to verify her address and a photocopy of the front of the cardWe did not receive an explanation for the transaction activity and we called the customer at the telephone number on fileWe were unable to reach the customerOn 11/5/15, we were able to reach the customer at the telephone number provided in the Revdex.com complaintWe asked the customer about her cash withdrawal transactionsThe customer at first stated she was paying for illegal drugs and then stated it was none of AccountNow's businessBased upon the customer's response, we exercised our right to close the customer account and sent her a check for the remaining balance On 11/9/15, we spoke to the customer and reiterated the reason why her account had been restricted, the requirements for removing the restriction and the reason why we had closed the account which was based upon the customer's non-compliance with our request for information The customer acknowledged that she declined to cooperate with our request for information and that she understood that we exercised our right to close the account and that a check was being sent to her representing the remaining balance on her accountWe advised the customer that checks can take up to weeks and we offered to expedite the check to the customerOn 11/9/15, we shipped the customer check using United Parcel Service overnight delivery On 11/10/15, we contacted the customer and advised her that we shipped the check using United Parcel Service overnight delivery on 11/9/and that UPS reported on 11/10/that the customer was not available when they attempted to deliver the checkThe customer stated that she received the UPS delivery notice and she would make arrangements to retrieve her check The customer also stated that she felt inconvenienced and that AccountNow had a financial incentive to restrict and close her accountWe advised the customer that her restriction was based upon her cash transaction activity which exceeded the account limit and that we have an obligation to research suspicious activity The customer stated that she experienced a loss while her account was restrictedWe advised the customer that her inability to access her funds were compounded by her unwillingness to cooperate with our investigationAlso, her delay in providing documentation and her response to our questions caused her account to be closed The customer asked why she was required to send documentation only months after she had previously provided documentationWe advised the customer that the previous restriction was for a different reason, CVV entry error, and that customers' name and address can and do change The customer stated that she was told to perform cash transactions for rapid removal of funds by an AccountNow RepresentativeWe advised the customer that our review of the 10/26/call shows that the customer was provided with account limits, along with answers to her questions related to the account status and a specific previous transaction that she performed We acknowledge that verification of customer activity may lead to customer inconvenienceHowever, meeting company and Regulatory verification requirements, allows AccountNow to offer the unbanked consumer with this banking optionVerification also benefits customers by contributing to lower occurrences of fraud, loss of customer funds and lower operating costs, resulting in lower fees Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Account Now closed my account because I refused to explain to them what I needed the money forThere is nothing in the customer agreement or any regulatory guidelines that I could find, or that they could tell me about, that require me to give them that informationIt is not for them to decide what is or isn't a legitimate use for my fundsAlso, they are implying that I exceeded their $DAILY max because the transactions happened within a hour period, but it was over the course of TWO daysThere is nowhere that states a day is any given hour period, nor is that a customary interpretation in businessAlso, I was never informed that I exceeded any limits, only that my account had been suspended for 'cash-back activity'That they wanted me to send my documents again after only months when my name, address, and all of my account info had not changed, because this was a 'different matter', made no sense to meAlso doing so is a big hassle and I was extremely busy at the timeNevertheless, I did provide the documents again, but they closed my account anyway, further delaying access to my funds and causing me additional expense in check cashing feesPrior to my account being closed I couldn't get anyone to answer my questions directlyWhen I did finally get a representative who could, ***, my account had already been closed, and he had in front of him my Revdex.com complaint and my complaint to the FDICI suspect that is the reason why I didn't have to wait weeks for my check to comeAccount now caused me a financial injury which I could not reasonably have avoided, and they closed my account 'because they can' according ***But what he couldn't tell me, due to 'security reasons' is why my account was restricted in the first place, or why I should be required to tell them what I needed the money forThey may not have made any money in my particular case, since overnight mail is expensive, but they ARE making money by doing this to thousands of other customers and arbitration clauses keep them protected from class-action lawsuits that would give those people recourseI would like them to 1) Inform potential customers that their funds may be frozen for reasons that they will not be privy to2) Inform potential customers that they may have to provide documents multiple times for reasons they will not be privy to3) Inform potential customers and that they may have to explain what they are using their money for and provide receipts4) Compensate me in the amount of $for damages Final Business Response / [redacted] (4000, 11, 2015/12/03) */ Account restrictions and closures are governed by company policy and individual customer account actions contribute to the ongoing review and adjustment of policyThe sentiments expressed by the customer will also contribute to our future policy decisions

Initial Business Response / [redacted] (1000, 5, 2015/07/21) */ The holds were released on 7/17/ Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The hold was not released & available until 7/18/ That does not negate my horrible experience with customer service

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ On 8/3/15, the customer contacted AccountNow to dispute charges from Globe Life Insurance that had been double billed in the months of May, June and July Based upon the customer dispute, the account was restricted and the dispute was submitted to the Dispute Department for processing On 8/4/15, the disputed transactions were reviewed by the Dispute DepartmentThree of the charges were direct debit transactions and following our policy to prevent additional unauthorized direct debit transactions, the account was closedA call was placed to the customer On 8/5/15, the customer called AccountNow and a new account was opened for the customerThe card was mailed to the customer on 8/6/Our records show that the customer was credited for the disputed transactions and the account was reopened on 8/5/to allow the customer access to the balance On 8/7/15, the proof of the account closure was faxed to the telephone number that the customer provided On 8/11/15, a call was placed to the customer to review the status of her account and to address any additional questionsThe customer could not be reached and a message was left for the customerA second call and message was left on 8/17/The customer may call us at (XXX) XXX-XXXX with any additional concerns Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/08/17) */ 8-17- Sent via email from consumer: [redacted] Good afternoon, Yes and thank you for your assistance Sent from Yahoo Mail for iPhone Final Business Response / [redacted] (1000, 8, 2015/08/17) */ On 8/17/15, the customer contacted AccountNow and stated that neither she or her employer received the 8/7/correspondence regarding her accountThe customer provided her email address and an email was sent to the customer providing the account restriction and replacement card dates that she requestedThe customer confirmed receipt of the email and stated this resolves her complaint

Initial Business Response / [redacted] (1000, 5, 2015/05/27) */ We did conduct an investigationUnder Regulation E, we are not required to obtain copies of the receipts in order to complete an investigation We provided the facts that we used in arriving at our decision to the consumer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) This business sent me a decision days after my claim in the letter with the decision it says I can request documents that were used to investigate this matter however I never received anything except a call from a risk specialist telling me since I had my card in my possession I was aware of the fraud charges which is totally incorrect as the other times I had this fraud issue I always had my card but this time I feel as though this company did not investigate as they won't show me proof as they advised I can request when sending the decision I want proof I made these charges as I did NOT and they are allowing a the if to just steal my money and get away with it Final Business Response / [redacted] (4000, 9, 2015/06/09) */ The facts related to the decision regarding the claim filed, have been mailed Final Consumer Response / [redacted] (3000, 13, 2015/06/15) */ ***Document Attached [redacted] My clock in information I work at [redacted] plaza [redacted] floor [redacted] XXXXX portal.ADP.com my username is [redacted] Welcomelook at my clock in times for 4/as bank says I made charges this day it is impossible

Initial Business Response / [redacted] (1000, 5, 2015/01/26) */ The consumer may go to a MoneyGram location and purchase an AccountNow MoneyGram cardPurchasing the card at a MoneyGram location will allow for an immediate load and access to the funds pending identity verification Or the consumer may use the following link and apply for an AccountNow MoneyGram card: https://www.mymoneygramaccountnowvisa.com/MyAccountNew.aspx Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) You need to realize I still have two accounts that should have been inactive and no one was able to help me! None of the stores in my area has it! Final Business Response / [redacted] (4000, 9, 2015/02/09) */ We have reviewed our records in furhter detailWe apologize but we are unable to extend an account at this time Final Consumer Response / [redacted] (4200, 11, 2015/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) its a prepaid card and should allow me to get another card!

Initial Business Response / [redacted] (1000, 5, 2015/05/19) */ We reviewed the documentation providedWe also contacted the merchant where the customer filed a claimThey advised us of the outcome and that they advised the customer to take the matter up with the sellerWe do not have any recourse in this matterThe customer should contact the seller as advised by the merchant We will not refund the amount in question as this matter is between the customer and the seller and we have provided our decision in a letter mailed to the customer on 5/18/ Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response , in previous conversations I was told "not to contact the seller".This is just the outcome you get when dealing with companies that do not have the consumers interest only their ownAs far as being mailed a letter (negative), I'm still waiting on the one for how the decision was made in reference to my claimI would list the representative whom I spoke with if need beI would also like to add that the decision was made prior to receiving the documentation so nothing was reviewedIt doesn't matter if I frequented a site XXXXXXxs before if the services weren't rendered on the XXXXXX time I have a right to complain! Final Business Response / [redacted] (4000, 9, 2015/06/03) */ We conducted an investigationWe contacted the merchant, they advised that there was not an error and the recourse was for the customer to contact the seller This is our position in this matterThe customer will need to deal directly with the seller Final Consumer Response / [redacted] (4200, 11, 2015/06/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I followed protocol and I was unsuccessful dealing with the merchant what is the sense of having an account and I'm not protectedThat's like saying my money is safer in the back of my closetThis company is just ridiculous and very unprofessional to say the least

On 7/13/AccountNow called the customer and addressed the concerns listed in his complaintWe informed the customer that the claim was not awarded in is favor due to a variety of reasonsThe card and PIN were in his possession and there were no PIN failures on the disputed transactionsRecent prior undisputed history with the 7-ATM in [redacted] , CAHis prior undisputed history is consistent with the disputed spending patternThe disputed transactions followed his ACH deposits which indicates the user was expecting his direct deposits to be applied to the accountThe IP address used to access the account is the same IP address used since July The customer stated that he changed his PIN after the disputed transactions had occurred and he wanted to know the relevance of this to the claimWe informed the customer that his PIN being changed would only be of concern if it occurred prior to or during the disputed transactionsWe asked the customer if he knows anyone who had access to his card or PIN, and he said no one did The customer wanted to know what he could do to reverse the dispute decision and we asked the customer if he had confirmation that he was not the participant in the disputed transactionsThe customer asked what would constitute confirmation and we asked the customer if he happened to file a police reportThe customer said he did not file a police report because he did not know he needed toWe informed him that it is not a requirement of ours however Law Enforcement may be able to help him through an investigation of ATM records and video images At the conclusion of the call, the customer confirmed that he understood that the claim was going to remain denied based on the facts that we have available to us The customer may contact AccountNow at [redacted] with any remaining questions Tell us why here

On 4/12/a tax refund belonging to a third party was presented for deposit to the AccountNow prepaid Debit Card account issued to the customerThe tax refund was returned and we advised the customer the account was closed and we would send her a check for the remaining account balance upon verification of identity and address verification On 4/22/we advised the customer that a check for the remaining account balance is being sent to herWe provided the customer with an estimated delivery timeframe of 10-business days The customer may contact AccountNow with any remaining questions at ( [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/08/22) */ The matter was addressed on 8/12/14.

Initial Business Response / [redacted] (1000, 5, 2014/08/04) */ The account was reinstated on 7/23/and Ms [redacted] has withdrawn the fundsWe have also reversed the June and July monthly fees that were applied to the card while we were waiting on the verification documentation

I have had the very worst experience with the liars that work for Account Now I have had an account with them for more than years that I use only to get my tax refund direct deposited intoThis year my deposit was made from the IRS into the account and Account Now decided to freeze my account without letting me know, and when I called in to complain a manager got on the phone and blatantly lied he said that the account was closed days before but it wasn't because I called in on the date that it was suppose to be closed but it was not I don't know if they are trying to steal my tax return or not but the managers should not be able to tell those type of lies to paying customers please be very careful before you choose a prepaid card for your tax return and PLEASE don't choose Account Now They are LIARS!!

They are absolutely terrible, they don't tell you about fees until after the account is made and if you lose you card you have no way to access your money until a new card comes which takes a week!

Initial Business Response / [redacted] (1000, 5, 2015/12/24) */ The customer account was closed due to multiple callers contacting AccountNowWe advised the customer that a check for the account balance would be sent to the address on fileThe customer requested that the check be sent to an alternate address and we requested the customer provide verification that she was associated with the alternate address On 12/21/15, the customer requested that the funds be sent to the address on fileA check was sent via UPS courier and the customer received the check on 12/23/at 1:21PM

Initial Business Response / [redacted] (1000, 5, 2014/04/28) */ The funds have been placed in an escheatment account at the bank due to the closed status and inactivity on the card On 2/6/14, our records indicate that we advised Ms [redacted] of the verification requirements required to pull the funds back to mail a checkTo date we have not received the required documents Ms [redacted] must provide a photo ID, signed social security card and a utility bill which confirms the current addressThis information may be faxed to XXX-XXX-XXXX

Initial Business Response / [redacted] (1000, 5, 2016/03/30) */ The Issuing bank restricted the customer account due to deposits belonging to a third party. The Bank required provided the requested copies of the customer's current ID, Social Security card, recent utility bill and current ID and the... Social Security card for third party. The Bancorp Bank also stated that the third party must provide a notarized letter authorizing ACH credits in the third party's name to the account. On 3/24/16 the customer provided the documentation that was requested and the restriction was removed from the account. Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/04/04) */ The issue has been resolved. Thank you