A Locksmith

On June 23, 2017, the cardholder received an ACH direct deposit in the name of DLN CORPORATE SOLUTOIN for the amount of $The same day, the account was closed due to a payroll name mismatch deposit received
Later that day, the cardholder contacted AccountNow in regards to a
declined transactionThe agent advised the cardholder of the payroll name mismatch closure and advised that we cannot accept any name mismatch depositsThe agent also advised the cardholder to contact the originator to request for an indemnification letter to have the funds recalled
On July 11, through August 04, 2017, the cardholder contacted AccountNow for an update in regards to the account restriction. The cardholder advised the agent that a letter of indemnification to recall the payroll name mismatch deposit was sent
On August 14, 2017, the letter of indemnification was submitted to AccountNow
On August 15, 2017, the letter of indemnification for the June 23, payroll name mismatch deposit under DLN CORPORATE SOLUTOIN in the amount of $150.84, was received and processedSince the funds are in full for this ACH reversal it was processed as an ACH back to DLN CORPORATE SOLUTOINPlease allow up to business days for DLN CORPORATE SOLUTOIN to receive the June 23, $payroll name mismatch depositThe cardholder may contact AccountNow with any remaining questions at *** ***

Initial Business Response /* (1000, 5, 2015/04/17) */
We do apologize for any embarrassment caused by the suspension of the cardHowever, we will not issue any compensationThe card was suspended by a monitoring service that detected some transactions that had been authorized could be
potential fraudMs*** later confirmed that she did not authorize the chargesPer the terms and conditions on 3/31/15, she was advised that the transactions were only authorization holds and that she would need to call back and file an error claim at the point in time the transactions postedThe transactions posted, but we do not find that she called back to file the claim
We will file the claim today and will process a credit

On April 22, 2017, the cardholder contacted AccountNow to
update the address before the card was due to expireThe cardholder was concerned about a pending direct deposit that was due to post the following weekThe agent advised the cardholder that we could offer a one-time access to funds once the direct deposit postedThe cardholder was not comfortable with this and requested that we update the address on file, and stated that she would call back once she was able to access the direct depositThe agent updated the address and issued a replacement card
On May 1, 2017, the cardholder contacted AccountNow regarding the status of her replacement card. The agent verified the address and advised the cardholder of the timeframes.
On May 11, 2017, the cardholder contacted AccountNow regarding the status of her replacement card. The agent verified the address with the cardholder and the cardholder indicated that the personal mailbox was incorrect. The prior agent updated the private mailbox to and the correct personal mailbox should be The cardholder then requested the card to be expedited, but the cardholder failed the security questions and verification documents were requested. The cardholder requested to speak with a supervisor as she wanted the fee for an expedited card to be waived due the agent’s error in updating the address
On May 16, 2017, we received the cardholder’s photo identification card, social security card, birth certificate, and an address document showing the partial address as no private mailbox number was listedThe agent requested the cardholder provide a utility bill
On May 29, 2017, we received the cardholder’s application of delivery form, a pay stub and a check voucherThe agent requested the cardholder provide a photo identification card and a bill.
On June 1, 2017, the cardholder contacted AccountNow to follon her documents. The agent advised the cardholder that a photo identification card and a utility bill were still needed. The photo identification card was received on May 16, 2017, so this was no longer needed. The agent that requested this documents a second time has been coached.
On June 6, 2017, upon review of the complaint, AccountNow re-reviewed the prior verification documents that were sent in and determined that the documents provided were validThe personal mailbox address was updated from to 65. We contacted the cardholder at the telephone number provided and advised her that the documents have been reviewed and we confirmed the correct address with the cardholderWe apologized for the inconvenience she experienced and issued a $courtesy credit. The cardholder requested that the account remain closedWe advised we will expedite a check for the remaining balance of $The cardholder acknowledgedThe cardholder may contact AccountNow with any remaining questions at *** ***.Tell us why here

Initial Business Response /* (1000, 5, 2015/04/23) */
The terms related to "Get Paid Faster" are disclosed and provide the timing around qualification
The consumer has removed all of the funds from the card and the card is now closed

Initial Business Response /* (1000, 5, 2015/10/27) */
The customer has opened several AccountNow accountsThe card listed in the complaint, ending in 6550, had been issued to the customer in June when she resided in Country Club Hills, IllinoisThe card expiration date was June This
card had last been used by the customer in March In May 2015, AccountNow credited the account for $representing monthly fees of $each, assessed in March, April and May and mailed a replacement card with an updated expiration date of May to the customer at the address on file
On 10/10/15, the customer account was restricted due to a CVV (Card verification value) failureA CVV is a digit security codeThe CVV code is required when accessing the AccountNow customer center, located within the AccountNow websiteA customer will have tries to enter the correct CVVThe 4th failure will restrict the account and the customer will be advised to upload or fax a photocopy of their photo identification card and an image copy of the front of the card
On 10/13/15, a $PayPal direct deposit posted to the card ending in On 10/13/15, we advised the customer that due the CVV failure, we required her to provide her photo id and an image of the cardThe customer refused to send the documentation and requested that AccountNow reverse the depositWe explained to the customer that we are unable to reverse deposits without written request from the deposit originator
The customer then provided a copy of her Driver's License along with images of the cards in her possession, including the expired card ending in The customer advised AccountNow that she had moved and we requested a utility bill to update the customer address and issue a replacement cardOn 10/16/15, the customer provided a utility bill to verify her new addressThe customer address was updated and a replacement card was mailed to the customerOn 10/19/15, the monthly service fee of $posted to the customer account leaving a balance of $
On 10/23/15, a $PayPal direct debit posted to the customer account
The customer received a credit of $on 5/28/The customer has received the balance of her PayPal depositBased upon the customer request, all AccountNow accounts have been closedOn 10/26/15, we called the customer and left a messageThe customer may contact us with any additional questions at (XXX) XXX-XXXX

Final Consumer Response /* (2000, 6, 2016/01/25) */
Account Now contacted me, I believe problem has been resolvedThank you Revdex.com it took prodding from you before I was able to talk to anyone

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 (*** ***

Initial Business Response /* (1000, 8, 2015/05/29) */
A processing issue caused the account to be erroneously closedWe contacted the customer on 5/27/and reinstated the accountWe apologize for the inconvenience that this matter caused
Initial Consumer Rebuttal /* (2000, 10, 2015/05/29)
*/
5-29-
Sent via email:
They made contact with me and resolved the matterThank You!!
*** ***

On May 23, 2017, the cardholder contacted AccountNow to advise that the secondary cardholder listed on his account lost their cardThe agent advised the cardholder that we would have to block and replace the card due to the card being lostThe agent advised the cardholder that a onetime access
to the funds could be allowed before the card is replacedThe cardholder disconnected the callLater that day the cardholder contacted AccountNow and requested the replacement cards be expedited. The agent advised the cardholder of the $fee, and the cardholder requested that the fee be waivedThe cardholder did not agree to the fee and requested to speak to a managerThe cardholder was transferred to a manager and was advised per the terms and conditions the processing fee for an expedited cad is $and the timeframes to receive the card is within business days. The manager advised the cardholder that we can mail the card by regular mail with no fee and to allow 7-business days to receiveThe manager offered the cardholder the onetime access to the funds on the accountThe replacement card was not processed at this time, as it was not determined yet if the cardholder wanted the card processed by regular mail or to be expedited
On May 25, 2017, the cardholder contacted AccountNow to request for the card to be expeditedThe cardholder was advised of the $fee and to allow business days to receive the expedited cardThe cardholder agreed to the fee and the agent processed the expedited card.
On May 30, 2017, the card was delivered by UPS expedited
On May 30, 2017, upon receipt of the complaint AccountNow reversed the May 25, 2017, $expedited card fee as a courtesy. The cardholder may contact AccountNow with any remaining questions at (*** ***.Tell us why here

Initial Business Response /* (1000, 5, 2015/08/06) */
Our records show that during the 7/2/call that the customer references, the customer reported unauthorized transactionsTo protect the customer's account, unauthorized transactions require a replacement card to prevent additional
unauthorized activityThe customer requested the replacement card be sent to a different address and as a result we asked a series of verification questionsThe customer failed to answer the questions correctly and as a result was asked to send documentation to verify identity and new addressOur records show that we received the documentation on 7/8/15, updated the account address as requested by the customer and issued a replacement cardThe replacement card was mailed on 7/9/The customer requested that the old card be reopened and we advised that our policy, which is designed to protect the customer, is to wait until the replacement card is receivedWe did however, advise the customer that as a one-time courtesy, we would reopen the account for a brief period to allow customer accessThereafter the customer would need to wait for the replacement card
On 7/10/we received a call from the customer who stated that her card was restrictedWe advised the customer the old card was deactivated and a replacement card had been generated and mailedWe advised that delivery would take approximately 7-days dependent upon US Mail
On 7/24/15, the customer called to report that the card had not been receivedWe offered to send another replacement and the customer requested expedited delivery and agreed to pay the expedite feeAs verification, we posed security questions and the customer again failed to answer the questions correctlyOur policy required that the caller again send in documentation to verify identify and address
On 7/29/15, we received the documentation from the customer, completed our verification and issued another replacement cardThe replacement card fee was waivedThe $fee referenced by the customer covers the expedited shippingThe card was received by the customer and activated on 7/31/The account has had transaction activity from 7/31/to current
The security policies that we have in place, are intended to verify customers to prevent fraudulent activityDue to the failure to twice answer security questions correctly, this customer was subjected to
occurrences when documentation was requestedWe apologize for any inconvenience that the customer experienced
Initial Consumer Rebuttal /* (2000, 7, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks for getting back with me regarding this issue & yes I did receive my debit card on the 7/31/and The fee for expediting my card was not waivedThe amount was taken out of my account 7/29/So that's not true.I would really like a credit for the they said they waivedThe issue has been resolved it's really sad,that consumers have to go through these measures to get something doneThank Revdex.com for your help

Initial Business Response /* (1000, 5, 2015/06/18) */
We are unclear from the complaint what the issue isWe do not find that the customer has called to notify us of any balance discrepancy
We will place an outbound call to verify

Initial Business Response /* (1000, 5, 2016/02/19) */
We are unable to locate an account for this consumerOn 2/we called the consumer at the telephone number provided in the complaintWe were unable to reach the consumer and a telephone message was leftOn 2/19/we placed a second call
and we were unable to reach the consumer
We require additional information in order to address this concern
The consumer may contact us at (866) 925-

On February 23, the cardholder contacted AccountNow regarding an unauthorized transaction for $from the merchant Lexington LawThe agent advised the cardholder that the card would need to be replaced, but the cardholder indicated that they did not want to replace the cardThe agent
advised the cardholder that the card would be replaced that they would be allowed a onetime access to the funds while awaiting the replacement card. The cardholder called back later and was given the onetime access to the funds and the card was replaced
On March 1, 2017, the cardholder contacted AccountNow regarding the card status as he had just received an ACH direct depositThe agent advised the cardholder that the replacement card had been sent and advised of the timeframes. The address was verified as correctThe cardholder indicated that the prior agent advised the card should be received within 3-days, the agent advised the cardholder that this was not the timeframesThe cardholder indicated that his wife was sick and he needed access to the funds, the agent advised a onetime access was already given and submitted a ticket for review to see if access could be granted again. The account was reviewed and it was determined that the cardholder could have a second access to the funds since the card had not been received
On March 8, 2017, the cardholder received another ACH direct deposit. The cardholder contacted AccountNow to follow up on the status of the card as it had still not been received. The agent offered to cancel the replacement card and issue a new card via expedited processing, but the cardholder refused
On March 10, 2017, the cardholder contacted AccountNow regarding the card status, the cardholder opted to wait one more day before cancelling the card and ordering a replacement. The agent provided the cardholder with access to the funds with the original cardThe replacement card was cancelled and an expedited card was issued for a $fee
Upon review of the complaint and due to the inconvenience the cardholder may have experienced, on March 10, AccountNow reversed the 3/10/$card replacement fee and the $expedited card fee for a total of $
On March 14, 2017, the expedited card was activated. The cardholder has been actively using the accountThe cardholder may contact AccountNow with any remaining questions at (*** ***

On July 05, the cardholder contacted AccountNow and filed a dispute for an unauthorized transaction on July 04, 2017, in the amount of $with the merchant Nordstrom’sThe agent advised the cardholder to submit their written notification
On July 10, 2017, the cardholder contacted
AccountNow for a dispute update and the agent advised that the dispute was still in process
On July 20, 2017, the cardholder contacted AccountNow requesting for an update in regards to the disputeThe agent advised that the dispute was accepted on July 05, and is still in processProvisional credit is not due until October 03, 2017, because written notification has not been receivedAs outlined in the terms and conditions, we may complete the investigation before determining whether credit is to be granted when the written notification is not returnedThe written notification was due on July 19, and to date has not been returnedPlease advise the cardholder to upload the written notification to *** or fax to ***Please note that the written notification will further assist the investigation, but will not result in provisional creditA determination for provisional credit will be made upon completion of the investigation
On July 21, 2017, AccountNow investigator concluded its investigation and determined the following:
Based on the information provided by the cardholder and information obtained within our internal records, we have determined that an error occurred
The investigation results yield that this case is a valid counterfeit dispute
The dispute is granted in the cardholder’s favor and the account will be credited for $
On July 24, 2017, the final credit for $176.96, has been applied to the cardholder’s account and later that day the final resolution letter was mailed to the cardholder’s address on fileThe cardholder may contact AccountNow with any remaining questions at *** ***
Tell us why here

Complaint: ***I am rejecting this response because: I attached a police report showing that this was a reported Fraud. You did not even acknowledge this at all. This was a report of fraud not a standard dispute as you treated it. I want my money refunded to me, including all applicable fee's such as balance inquiries and transaction charges, I have been banking with Account Now over years, I have never had to report anything like this. This is a first time for me. I feel you have neglected the customer care of your current customers and there is no customer service outside of what is visible on the websiteI was a victim of fraud, I have my card, you were quick to cancel my cardI want just the money associated with the fraud refunded back to my account So Quick the transactions are not even accessible to me any longer. So Accurate times and Locations of Transactions only you have. You denied me access stating I would have to write you PO BOX. I am not looking for anything more than my own money back. Please make the right choice in this matter.Sincerely,*** ***
Attached copy of Police report

As of July 10, 2017, the cardholder has not contacted AccountNow in regards to the fees associated with the Automated Teller Machine that she received on June 26, The cardholder agreement that was mailed to the cardholder when the account first opened, advised the cardholder of our fee’s
that are associated with her AccountNow/Green Dot cardAs a courtesy, we have provided the cardholder a $credit from the Automated Teller Machine fees receivedThe cardholder may contact AccountNow with any remaining questions at *** ***

Initial Business Response /* (1000, 6, 2015/08/04) */
After speaking to the customer on 8/4/15, and confirming his identity and mailing address, by mutual agreement, we have closed the account and we are sending the remaining balance in a check to the address on fileAs we advised during our
telephone conversation with the customer, checks can take up to weeks
Initial Consumer Rebuttal /* (3000, 8, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Revdex.com advises me that my complaint will be closed by August 19, yet I have not received any of my funds and the business claims that "checks can take up to three weeks"Account Now has promised to send me a check in the past and has not delivered on that promiseThis complaint is hardly settled
Final Consumer Response /* (2000, 13, 2015/08/17) */
8-17-
Sent via email from consumer:
*** ***
Dear ***,
Yes, I believe the check they issued me for the $1,balance they had been holding for two months against my wishes has just cleared
I am still going to bring my story to my friend at NBCI was told repeatedly by at least three different Account Now employees that in order for me to have my funds "unfrozen" and available to me that I would have to produce physical receipts of deposits madeI was told that without the receipts, I would not receive my funds
Thanks to the Revdex.com for your help in retrieving funds that were being held hostage by a company who engages in illegal behavior
Have a nice day,
*** ***
Final Business Response /* (4000, 11, 2015/08/17) */
On 8/4/15, the customer agreed with the terms of a settlement to this complaint; his account would be closed and a check for the remaining balance of $would be sent to himRecords indicate the customer received the check within the week period as stated on 8/4/On 8/11/15, the check was cashed by the customerThis addresses the complaint and the agreement from the 8/4/telephone conversation

Initial Business Response /* (1000, 5, 2015/12/23) */
The account associated with this card was not registered correctly and was closedOn 12/21/15, we spoke to the customer and we reopened the account to allow the customer to remove the funds, after which time the account would be closed again
The customer attempted cash withdrawal transactions which were declined because a PIN was not established due to the invalid registration
On 12/23/15, we called Ms*** at the telephone number provided in the complaint which is different than the telephone number on the accountMs*** stated that she registered the card in a fictitious name, however she used her own Social Security NumberWe advised Ms*** that she may remove the remaining balance using signature based transactions only, or we will mail a check for the remaining balanceWe advised that checks can take up to weeks and Ms*** requested a checkThe address on the account is different than the address on the complaint and we requested that Ms*** provide a copy of her photo identification as verificationUpon receipt a check request will be processed for the remaining balance which is $
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to *** *** on 12-24-He claimed
that he sent an e-mail to me which I never receivedHe gave me his e-mail address and I spelled every word of the e-mail address to confirm it was the right oneAfter I hung up the phone, I promptly sent him an e-mail with a copy of my drivers licenseI never received a response.The balance on the card was yet in his statement, he says I will receive a check for
Final Consumer Response /* (2000, 10, 2016/01/14) */
case has been resolvedthanks

On May 1, 2017, the cardholder contacted AccountNow and filed a dispute indicating that there were unauthorized transactions on her account for a total of $1764.84. The agent filed the dispute and issued a replacement card. We later received the cardholder’s written
notification
On May 6, 2017, the cardholder contacted AccountNow for an update on the dispute, the agent advised the cardholder that the dispute was still in process
On May 10, 2017, the AccountNow concluded its investigation and determined the following:
The cardholder confirmed that she has possession of the card and indicated that she could not have made the transactions due to her being at work
There was not any report of the PIN being lost or compromised
The disputed PIN based transactions occurred on April 30,
The disputes transactions occurred with Food Lion #***, and the cardholder has prior transactions history with that same merchant since February 7,
Based on the facts available to us, we do not find that an error occurred
On May 10, 2017, the final resolution letter was mailed to the cardholder. The cardholder contacted AccountNow for an update on the dispute, the agent submitted a ticket for a callback
On May 16, 2017, we received an additional letter from the cardholder regarding the dispute denial. An AccountNow investigator re-reviewed the dispute denial decision
On May 18, 2017, an investigator contacted the cardholder at the telephone number provided and the cardholder provided the following information:
The cardholder confirmed that she has done business with the merchant Food Lion #*** in the past, but that she is on camera at her job clocking in while the disputed transactions occurred
The cardholder stated that she filed a police report and the case is assigned to detective by the names of *** *** and *** ***The cardholder provided a contact telephone number for *** ***The investigator confirmed that the “Verification of Incident Report” that the cardholder submitted did contain the names of *** *** and *** ***
The investigator contacted the Chesterfield County Police Department and left a voicemail message for *** ***
Detective *** *** of the Chesterfield County Police Department returned the voicemail message and confirmed that he reviewed the disputed merchants store footage and that a male processed the disputed transactions
Detective *** *** also confirmed that he contacted the cardholder’s employer, which is a different police department, and they confirmed that the cardholder was at work while the disputed transactions occurredDetective *** *** also stated that based off of his investigation, he believes this may be a skimming issue
Based on the dispute denial re-review and the new facts available to us, we have overturned the original denial decision and have issued final credit in the amount of $to the cardholders account
On May 19, 2017, the final credit resolution letter was mailed to the cardholderThe cardholder may contact AccountNow with any remaining questions at *** ***
Tell us why here

Initial Business Response /* (1000, 5, 2015/08/06) */
This account was restricted for documentary verification from the customer including her photo identificationWe apologize if the customer was advised that a tax transcript would suffice or if the customer was advised that a check would be
mailed to her without receipt of her photo identification and address verification
We have credited the customer account for the fees which were assessed and we have removed the transferred fundsThe account has been closed with a $balance