Initial Business Response /* (1000, 5, 2016/01/07) */
On 12/22/15 the customer reported her card was lost. The card was restricted and a replacement card was generated. The customer verified the address and requested expedited shipment. The customer was advised of the expedite fees and agreed to...
pay them. The replacement card was sent Federal Express delivery. Federal Express shows the replacement card was delivered on 12/24/15 at 10:03AM.
On 12/30/15 the customer reported that the card was not received. The customer verified the address and again agreed to the fees for expedited processing and shipping.
On 1/4/16 the customer received the replacement card.
The fees assessed for expedited processing were disclosed to the customer and the customer agreed to pay them. The customer also confirmed the address for shipment and the cards were shipped to the addresses provided by the customer.
Based upon the information that is available to us, no credit is due. On 1/6/16 a message was left for the customer at the telephone number listed in the complaint. The customer may contact us at (XXX) XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Everything explained above is accepted and already known. The shipment said that it was delivered but never signed for by a resident. Meaning it was not confirmed that delivery was made. I was asking Ready Credit to offer the credit for customer satisfaction as it was not my fault that I had not received my replacement card. The formalities of their delivery process or contractual obligation with a 3rd party is not accepted and I feel needs to be reviewed.
Thank you
Final Business Response /* (4000, 9, 2016/01/11) */
The cost for delivery is the cost assessed by Federal Express. We verified the information with the customer and the customer agreed to pay the fee. We are unable to credit the customer.
Initial Business Response /* (1000, 5, 2016/01/29) */
On 1/27/16 we called and left a message at the telephone provided in the complaint. We apologize for the delay in activating the account which was purchased on 1/23/16. An error was identified and corrected and the account has been open since...
1/25/16.
The customer may call us at (866) 925-2036 with any questions.
Initial Business Response /* (1000, 7, 2016/01/01) */
On 12/28/15, AccountNow received complaint XXXXXXXX. Upon review of the customer history, we identified an open account, five closed accounts and three incomplete applications. The last interaction with the customer occurred on 4/29/15. At that...
time, the customer requested assistance with the User Name established for Online access. The issue was resolved and the customer has had unlimited access to the account since then.
The customer may contact us at (XXX) XXX-XXXX with any remaining issues.
Initial Business Response /* (1000, 5, 2016/01/29) */
On 1/16/16 the customer contacted AccountNow and filed a dispute for the 1/16/16 $89.95 transaction. The customer stated that the transaction was unauthorized.
The disputed $89.95 transaction occurred with [redacted]. [redacted] confirmed...
the email address in their customer record matches the customer email address in our customer record. [redacted] offers a 14 day trail for $4.95. The trial was established on 1/1/15 and the $4.95 fee was assessed. The trial was not cancelled and [redacted] assessed $89.95 on 1/16/15.
With the facts available to us, we do not find that error has occurred and the dispute was denied. On 1/21/16 a denial letter was sent to the customer.
On 1/26/16 we called the customer and the customer stated that she cancelled her trial and she should not have been charged. This is different than the original dispute description that the customer provided. Based upon the facts available to us, we do not have recourse and the customer will need to contact the merchant for credit.
Initial Business Response /* (1000, 5, 2015/12/09) */
On 12/8/15 Ms. [redacted] stated that her Money Network Account is a pre-paid card account. She has her paycheck deposited into the account and then she transfers the funds to her Chase account. Ms.[redacted] stated that she had been performing these...
transfers without incident. Ms. [redacted] stated that she did not intentionally transfer the funds into an AccountNow managed account.
We advised Ms. [redacted] that we can confirm that the two deposits she described had posted to the account, however the money had been removed. We advised Ms. [redacted] that we require a subpoena or other court order from law enforcement to release account records and that she may want to consider filing a police report.
Money Network advised AccountNow that Ms.[redacted] was reimbursed for her loss.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The representative I spoke with was helpful and offered to be of assistance to resolve this matter if I should seek resolution from law enforcement.
Complaint: [redacted]I am rejecting this response because:
They don't explain that on the card and I also called the company before the purchase was made and " Their " company telemarketing service told me that it was FREE to with draw an amount of $1,000.00 as long as it was from a bank so I proceeded to follow the rules and regulations provided by Ready Devit's company . Also after they stole over $60.00 from me then they tell me that the bank I went to is inside a Walmart and I can get the remainder of my money off the card for $3.00 but they charged me $30.00 twice before letting me the paying customer these options it's a SCAM company Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2016/01/26) */
On 1/15/16 the customer account was restricted for verification. On 1/21/16 the verification was completed by AccountNow and the customer restriction was removed.
On 1/22/16 a message was left for the customer to address any additional issues....
The customer returned the call and left a message. On 1/25/16 a second message was left for the customer. The customer may call us at (XXX) XXX-XXXX with any remaining questions or concerns.
On April 8, 2014, the cardholder contacted AccountNow and filed a dispute indicating transactions were unauthorized.
On April 17, 2014, an AccountNow investigator concluded its investigation and determined the following:
The cardholder is disputing transactions on two accounts on two...
different card numbers with Ready Debit.
The PIN was established on both cards on March 17, 2014, and the PIN was memorized per the cardholder.
There were not any PIN failures on both cards.
The account was initially funded on April 2, 2014 through April 4, 2014, with an initial Green Dot cash loads totaling $3,500.
There were not any balance inquiries on the account after the cash loads were applied, yet the funds were depleted.
The card was lost on April 7, 2014, and the disputed transactions occurred the same day.
The disputes $2,902.80 transaction occurred at Walmart store number 2316. Walmart is willing to compare a picture of the cardholder to the store film.
The investigator spoke to the cardholder on April 7, 2014, and requested that the cardholder submit his photo identification. The cardholder acknowledged, however he still has not responded to the request
Based on the facts available to us, we do not find that an error has occurred.
On April 18, 2014, the dispute final resolution letter was mailed to the cardholder.
In regards to the second dispute filed, on October 24, 2014, the cardholder contacted AccountNow and filed a dispute indicating transactions were unauthorized.
On November 28, 2014, we received the cardholder’s written notification.
On October 31, 2014, an AccountNow investigator concluded its investigation and determined the following:
An initial $550 Money Gram cash load was applied to the account on October 20, 2014, at 3:26 p.m. CST, and the first disputed transaction followed one hour and twelve minutes later.
The disputed $1.37 transaction occurred on October 22, 2014, at 7:17 a.m. CST.
The cardholder accessed his account balance and transaction history six minutes later from the telephone number in our records and 10 of the 13 disputed transactions had already occurred.
During that same call the cardholder changed the PIN and the disputed $41.37 transaction followed one minute later.
The cardholder accessed his account balance and transaction history again on October 22, 2014, at 2:21 p.m. CST and the disputed $16 transaction followed six minutes later.
Based on the facts available to us, we do not find that an error has occurred.
On November 3, 2014, the dispute final resolution letter was mailed to the cardholder.
On November 26, 2014 and January 5, 2015, the cardholder contacted AccountNow requesting a callback from the investigator, the agent reached out to the telephone number on file and the voicemail box was full, we were unable to leave a message. The cardholder may contact AccountNow with any remaining questions at (866) 925-2036.Tell us why here...
On March 16, 2015, customer service received a letter from the cardholder regarding transactions on his account. An AccountNow agent contacted the cardholder for clarification of the letter and the transactions in question, there was no answer and a voicemail message was left.
On March 17,...
2016, we attempted to contact the cardholder at the telephone number provided, there was no answer and a voicemail message was left.
On March 23, 2015, the cardholder had not contacted AccountNow back and the agent proceeded in filing a dispute on behalf of the cardholder for the five transactions on the account in the amount of $1.99, $90.29, $63.25, $222.50 and $111.25 for a total of $489.28.
On April 15, 2015, AccountNow concluded the investigation and determined the following:
The cardholder has possession of the card. There were PIN based transactions disputed and no PIN failures.
The initial $500 deposit was applied to the account on February 7, 2015, and the disputed transactions followed on February 8, 2015.
There were not any balance inquiries or declined transactions when the balance was depleted by the disputed transactions.
The cardholder resides in Vero Beach, FL, which is where the majority of the disputed transactions occurred.
The disputed $90.29 transaction occurred with Howard Johnson Inn on February 8, 2015. Howard Johnson Inn confirmed that the address in their records matches what we have in our records for the cardholder. Based on the facts available to us, we found that no error occurred.
On April 16, 2015, the final resolution letter was mailed to the cardholder. We have attached a copy for the cardholder’s records.
The cardholder may contact AccountNow with any remaining questions at[redacted]
Tell us why here...
Initial Business Response /* (1000, 5, 2016/01/22) */
On 12/27/15 the customer reported a lost card and a replacement card was issued. The customer requested the card be expedited and agreed to the $25.00 fee. The card was shipped on 12/29/15.
On 12/30/15 the customer reported that the card had...
not been received and requested a replacement card be expedite shipped to her. The customer was advised that the $25.00 fee would be assessed and she agreed to the fee. The card was mailed on 12/31/15 the card was activated on 1/4/16.
On 1/21/16 we provided a courtesy credit of $25.00 to the customer account due to an error which caused the first replacement card to be shipped with an incorrect zip code. On 1/22/16, we called the customer and we issued a second $25.00 courtesy credit to the customer because her replacement card was not delivered within the promised 3 business day timeframe as described on 12/27/15.
The customer acknowledged that if she requests expedited processing in the future, expedite fees will be assessed. The customer stated that she was satisfied with the outcome of her complaint.
Tell us why here...
On March 14, 2017, the cardholder contacted Ready Debit to find out what his usage limits were and requested them to be increased. The agent advised of the limits and advised that the limits could not be increased. The cardholder requested to be transferred to a...
supervisor. The cardholder indicated that he needed to remove $3,000.00, and the supervisor advised the cardholder of the various options of removing the funds.
On March 15, 2017, the cardholder received an ACH tax deposit in the amount of $3383.00. The cardholder made a Cash Advance transaction with the merchant [redacted] for $1000.00 and was assessed a $30.00 service charge. This fee is 3% of the amount withdrawn*.
On March 16, 2017, the cardholder made a second Cash Advance transaction with the merchant [redacted] for $1000.00 and was assessed a $30.00 service charge. The cardholder contacted Ready Debit indicating that he was missing funds. The agent advised the cardholder the missing funds in question were the ATM fees and the service fee for the cash advance transaction. The cardholder requested that the fees be waived and the agent advised that the fees were valid. The cardholder requested to speak with a supervisor and the supervisor advised the cardholder of the fees, daily limits and options of taking the funds off of the account, the cardholder was provided with the cash back options and advised that on the next business day the limits would refresh. The cardholder wanted the cash advance fee to be waived and the agent advised that the fee was valid and it would not be. The fees that the cardholder has assessed are valid and are listed in the cardholder agreement which are being attached to this response.
On March 17, 2017, the cardholder contacted Ready Debit regarding two authorization holds from the merchant [redacted]. The agent advised the cardholder of the date the hold’s was due to expire as the transaction’s had not posted. The agent advised that if the merchant provided a hold authorization release letter advising us to release the hold it could be released. The cardholder refused to obtain the letter as he wanted the hold to release right away. The cardholder indicated that it should only be one transaction for $17.99 and not two as he was double charged. The agent submitted a request to have one of the authorizations released.
On March 20, 2017, Customer Care received the request to release one of the transactions, however the transactions posted to the account on March 18, 2017.
On March 25, 2017, Customer Care advised the cardholder that the merchant [redacted] on March 18, 2017. The agent offered to file a dispute due to the double posting and the cardholder requested a manager. The supervisor filed a dispute for the cardholder. The cardholder may contact AccountNow/Ready Debit with any remaining questions at (866) 925-2036.
On March 3, 2017, the account was restricted due to purchase cash back activity. The cardholder was requested to send in verification documents to include a copy of the photo identification card and a utility bill. The cardholder contacted AccountNow regarding a declined transaction and the...
agent advised the cardholder of the restriction on the account. The agent advised the cardholder of how to provide the documents, via fax or the upload site and the review timeframes. The cardholder indicated that she also wanted to update the address.
On March 6, 2017, the cardholder contacted AccountNow for follow up on her document review. The agent advised the cardholder that there were no updates. The cardholder was upset that there were not updates. The timeframes for review is within 72 hours, however, due to the high volume of documents during tax season the review timeframes can be a bit longer. The cardholder advised that she would be reporting us to the Revdex.com.
On March 7, 2017, we reviewed the cardholder‘s documents to include a photo identification card and her car registration. The agent requested that the cardholder provide a utility bill.
On March 8, 2017, the cardholder contacted AccountNow regarding the document review and was advised to send in a utility bill.
On March 9, 2017, we reviewed the cardholder’s Medical Insurance document as proof of address and the agent again requested a utility bill.
On March 10, 2017, upon receipt of the complaint, the Risk Department re-reviewed the cardholder’s documents and deemed them valid. We contacted the cardholder at the telephone number provided, we verified the demographics on the account, updated the address and reestablished the account. We apologized for the inconvenience the cardholder experienced.
On March 15, 2017, we issued the cardholder a $20.00 courtesy credit to card ending in [redacted] due to the delay in removing the restriction from the card on 3/7/2017 when the initial documents were provided.
The cardholder may contact AccountNow with any remaining questions at [redacted]
Based on the facts available to us, we do not find that an error has occurred. The dispute denial decision will stand. The cardholder may contact AccountNow with any remaining questions at [redacted]Tell us why here...
Initial Business Response /* (1000, 5, 2016/01/07) */
On 12/22/15 the customer reported her card was lost. The card was restricted and a replacement card was generated. The customer verified the address and requested expedited shipment. The customer was advised of the expedite fees and agreed to...
pay them. The replacement card was sent Federal Express delivery. Federal Express shows the replacement card was delivered on 12/24/15 at 10:03AM.
On 12/30/15 the customer reported that the card was not received. The customer verified the address and again agreed to the fees for expedited processing and shipping.
On 1/4/16 the customer received the replacement card.
The fees assessed for expedited processing were disclosed to the customer and the customer agreed to pay them. The customer also confirmed the address for shipment and the cards were shipped to the addresses provided by the customer.
Based upon the information that is available to us, no credit is due. On 1/6/16 a message was left for the customer at the telephone number listed in the complaint. The customer may contact us at (XXX) XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Everything explained above is accepted and already known. The shipment said that it was delivered but never signed for by a resident. Meaning it was not confirmed that delivery was made. I was asking Ready Credit to offer the credit for customer satisfaction as it was not my fault that I had not received my replacement card. The formalities of their delivery process or contractual obligation with a 3rd party is not accepted and I feel needs to be reviewed.
Thank you
Final Business Response /* (4000, 9, 2016/01/11) */
The cost for delivery is the cost assessed by Federal Express. We verified the information with the customer and the customer agreed to pay the fee. We are unable to credit the customer.
Initial Business Response /* (1000, 5, 2016/01/29) */
On 1/27/16 we called and left a message at the telephone provided in the complaint. We apologize for the delay in activating the account which was purchased on 1/23/16. An error was identified and corrected and the account has been open since...
1/25/16.
The customer may call us at (866) 925-2036 with any questions.
Initial Business Response /* (1000, 7, 2016/01/01) */
On 12/28/15, AccountNow received complaint XXXXXXXX. Upon review of the customer history, we identified an open account, five closed accounts and three incomplete applications. The last interaction with the customer occurred on 4/29/15. At that...
time, the customer requested assistance with the User Name established for Online access. The issue was resolved and the customer has had unlimited access to the account since then.
The customer may contact us at (XXX) XXX-XXXX with any remaining issues.
Final Consumer Response /* (2000, 6, 2015/10/02) */
The matter has been handled.
Thank you,
[redacted]
Initial Business Response /* (1000, 5, 2016/01/29) */
On 1/16/16 the customer contacted AccountNow and filed a dispute for the 1/16/16 $89.95 transaction. The customer stated that the transaction was unauthorized.
The disputed $89.95 transaction occurred with [redacted]. [redacted] confirmed...
the email address in their customer record matches the customer email address in our customer record. [redacted] offers a 14 day trail for $4.95. The trial was established on 1/1/15 and the $4.95 fee was assessed. The trial was not cancelled and [redacted] assessed $89.95 on 1/16/15.
With the facts available to us, we do not find that error has occurred and the dispute was denied. On 1/21/16 a denial letter was sent to the customer.
On 1/26/16 we called the customer and the customer stated that she cancelled her trial and she should not have been charged. This is different than the original dispute description that the customer provided. Based upon the facts available to us, we do not have recourse and the customer will need to contact the merchant for credit.
Initial Business Response /* (1000, 5, 2015/12/09) */
On 12/8/15 Ms. [redacted] stated that her Money Network Account is a pre-paid card account. She has her paycheck deposited into the account and then she transfers the funds to her Chase account. Ms.[redacted] stated that she had been performing these...
transfers without incident. Ms. [redacted] stated that she did not intentionally transfer the funds into an AccountNow managed account.
We advised Ms. [redacted] that we can confirm that the two deposits she described had posted to the account, however the money had been removed. We advised Ms. [redacted] that we require a subpoena or other court order from law enforcement to release account records and that she may want to consider filing a police report.
Money Network advised AccountNow that Ms.[redacted] was reimbursed for her loss.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The representative I spoke with was helpful and offered to be of assistance to resolve this matter if I should seek resolution from law enforcement.
Complaint: [redacted]I am rejecting this response because:
They don't explain that on the card and I also called the company before the purchase was made and " Their " company telemarketing service told me that it was FREE to with draw an amount of $1,000.00 as long as it was from a bank so I proceeded to follow the rules and regulations provided by Ready Devit's company . Also after they stole over $60.00 from me then they tell me that the bank I went to is inside a Walmart and I can get the remainder of my money off the card for $3.00 but they charged me $30.00 twice before letting me the paying customer these options it's a SCAM company Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2016/01/26) */
On 1/15/16 the customer account was restricted for verification. On 1/21/16 the verification was completed by AccountNow and the customer restriction was removed.
On 1/22/16 a message was left for the customer to address any additional issues....
The customer returned the call and left a message. On 1/25/16 a second message was left for the customer. The customer may call us at (XXX) XXX-XXXX with any remaining questions or concerns.
On April 8, 2014, the cardholder contacted AccountNow and filed a dispute indicating transactions were unauthorized.
On April 17, 2014, an AccountNow investigator concluded its investigation and determined the following:
The cardholder is disputing transactions on two accounts on two...
different card numbers with Ready Debit.
The PIN was established on both cards on March 17, 2014, and the PIN was memorized per the cardholder.
There were not any PIN failures on both cards.
The account was initially funded on April 2, 2014 through April 4, 2014, with an initial Green Dot cash loads totaling $3,500.
There were not any balance inquiries on the account after the cash loads were applied, yet the funds were depleted.
The card was lost on April 7, 2014, and the disputed transactions occurred the same day.
The disputes $2,902.80 transaction occurred at Walmart store number 2316. Walmart is willing to compare a picture of the cardholder to the store film.
The investigator spoke to the cardholder on April 7, 2014, and requested that the cardholder submit his photo identification. The cardholder acknowledged, however he still has not responded to the request
Based on the facts available to us, we do not find that an error has occurred.
On April 18, 2014, the dispute final resolution letter was mailed to the cardholder.
In regards to the second dispute filed, on October 24, 2014, the cardholder contacted AccountNow and filed a dispute indicating transactions were unauthorized.
On November 28, 2014, we received the cardholder’s written notification.
On October 31, 2014, an AccountNow investigator concluded its investigation and determined the following:
An initial $550 Money Gram cash load was applied to the account on October 20, 2014, at 3:26 p.m. CST, and the first disputed transaction followed one hour and twelve minutes later.
The disputed $1.37 transaction occurred on October 22, 2014, at 7:17 a.m. CST.
The cardholder accessed his account balance and transaction history six minutes later from the telephone number in our records and 10 of the 13 disputed transactions had already occurred.
During that same call the cardholder changed the PIN and the disputed $41.37 transaction followed one minute later.
The cardholder accessed his account balance and transaction history again on October 22, 2014, at 2:21 p.m. CST and the disputed $16 transaction followed six minutes later.
Based on the facts available to us, we do not find that an error has occurred.
On November 3, 2014, the dispute final resolution letter was mailed to the cardholder.
On November 26, 2014 and January 5, 2015, the cardholder contacted AccountNow requesting a callback from the investigator, the agent reached out to the telephone number on file and the voicemail box was full, we were unable to leave a message. The cardholder may contact AccountNow with any remaining questions at (866) 925-2036.Tell us why here...
On March 16, 2015, customer service received a letter from the cardholder regarding transactions on his account. An AccountNow agent contacted the cardholder for clarification of the letter and the transactions in question, there was no answer and a voicemail message was left.
On March 17,...
2016, we attempted to contact the cardholder at the telephone number provided, there was no answer and a voicemail message was left.
On March 23, 2015, the cardholder had not contacted AccountNow back and the agent proceeded in filing a dispute on behalf of the cardholder for the five transactions on the account in the amount of $1.99, $90.29, $63.25, $222.50 and $111.25 for a total of $489.28.
On April 15, 2015, AccountNow concluded the investigation and determined the following:
The cardholder has possession of the card. There were PIN based transactions disputed and no PIN failures.
The initial $500 deposit was applied to the account on February 7, 2015, and the disputed transactions followed on February 8, 2015.
There were not any balance inquiries or declined transactions when the balance was depleted by the disputed transactions.
The cardholder resides in Vero Beach, FL, which is where the majority of the disputed transactions occurred.
The disputed $90.29 transaction occurred with Howard Johnson Inn on February 8, 2015. Howard Johnson Inn confirmed that the address in their records matches what we have in our records for the cardholder. Based on the facts available to us, we found that no error occurred.
On April 16, 2015, the final resolution letter was mailed to the cardholder. We have attached a copy for the cardholder’s records.
The cardholder may contact AccountNow with any remaining questions at[redacted]
Tell us why here...
Initial Business Response /* (1000, 5, 2016/01/22) */
On 12/27/15 the customer reported a lost card and a replacement card was issued. The customer requested the card be expedited and agreed to the $25.00 fee. The card was shipped on 12/29/15.
On 12/30/15 the customer reported that the card had...
not been received and requested a replacement card be expedite shipped to her. The customer was advised that the $25.00 fee would be assessed and she agreed to the fee. The card was mailed on 12/31/15 the card was activated on 1/4/16.
On 1/21/16 we provided a courtesy credit of $25.00 to the customer account due to an error which caused the first replacement card to be shipped with an incorrect zip code. On 1/22/16, we called the customer and we issued a second $25.00 courtesy credit to the customer because her replacement card was not delivered within the promised 3 business day timeframe as described on 12/27/15.
The customer acknowledged that if she requests expedited processing in the future, expedite fees will be assessed. The customer stated that she was satisfied with the outcome of her complaint.
Tell us why here...
On March 14, 2017, the cardholder contacted Ready Debit to find out what his usage limits were and requested them to be increased. The agent advised of the limits and advised that the limits could not be increased. The cardholder requested to be transferred to a...
supervisor. The cardholder indicated that he needed to remove $3,000.00, and the supervisor advised the cardholder of the various options of removing the funds.
On March 15, 2017, the cardholder received an ACH tax deposit in the amount of $3383.00. The cardholder made a Cash Advance transaction with the merchant [redacted] for $1000.00 and was assessed a $30.00 service charge. This fee is 3% of the amount withdrawn*.
On March 16, 2017, the cardholder made a second Cash Advance transaction with the merchant [redacted] for $1000.00 and was assessed a $30.00 service charge. The cardholder contacted Ready Debit indicating that he was missing funds. The agent advised the cardholder the missing funds in question were the ATM fees and the service fee for the cash advance transaction. The cardholder requested that the fees be waived and the agent advised that the fees were valid. The cardholder requested to speak with a supervisor and the supervisor advised the cardholder of the fees, daily limits and options of taking the funds off of the account, the cardholder was provided with the cash back options and advised that on the next business day the limits would refresh. The cardholder wanted the cash advance fee to be waived and the agent advised that the fee was valid and it would not be. The fees that the cardholder has assessed are valid and are listed in the cardholder agreement which are being attached to this response.
On March 17, 2017, the cardholder contacted Ready Debit regarding two authorization holds from the merchant [redacted]. The agent advised the cardholder of the date the hold’s was due to expire as the transaction’s had not posted. The agent advised that if the merchant provided a hold authorization release letter advising us to release the hold it could be released. The cardholder refused to obtain the letter as he wanted the hold to release right away. The cardholder indicated that it should only be one transaction for $17.99 and not two as he was double charged. The agent submitted a request to have one of the authorizations released.
On March 20, 2017, Customer Care received the request to release one of the transactions, however the transactions posted to the account on March 18, 2017.
On March 25, 2017, Customer Care advised the cardholder that the merchant [redacted] on March 18, 2017. The agent offered to file a dispute due to the double posting and the cardholder requested a manager. The supervisor filed a dispute for the cardholder. The cardholder may contact AccountNow/Ready Debit with any remaining questions at (866) 925-2036.
On March 3, 2017, the account was restricted due to purchase cash back activity. The cardholder was requested to send in verification documents to include a copy of the photo identification card and a utility bill. The cardholder contacted AccountNow regarding a declined transaction and the...
agent advised the cardholder of the restriction on the account. The agent advised the cardholder of how to provide the documents, via fax or the upload site and the review timeframes. The cardholder indicated that she also wanted to update the address.
On March 6, 2017, the cardholder contacted AccountNow for follow up on her document review. The agent advised the cardholder that there were no updates. The cardholder was upset that there were not updates. The timeframes for review is within 72 hours, however, due to the high volume of documents during tax season the review timeframes can be a bit longer. The cardholder advised that she would be reporting us to the Revdex.com.
On March 7, 2017, we reviewed the cardholder‘s documents to include a photo identification card and her car registration. The agent requested that the cardholder provide a utility bill.
On March 8, 2017, the cardholder contacted AccountNow regarding the document review and was advised to send in a utility bill.
On March 9, 2017, we reviewed the cardholder’s Medical Insurance document as proof of address and the agent again requested a utility bill.
On March 10, 2017, upon receipt of the complaint, the Risk Department re-reviewed the cardholder’s documents and deemed them valid. We contacted the cardholder at the telephone number provided, we verified the demographics on the account, updated the address and reestablished the account. We apologized for the inconvenience the cardholder experienced.
On March 15, 2017, we issued the cardholder a $20.00 courtesy credit to card ending in [redacted] due to the delay in removing the restriction from the card on 3/7/2017 when the initial documents were provided.
The cardholder may contact AccountNow with any remaining questions at [redacted]
Based on the facts available to us, we do not find that an error has occurred. The dispute denial decision will stand. The cardholder may contact AccountNow with any remaining questions at [redacted]Tell us why here...