A Locksmith

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/01/06) */
On 12/23/15 the customer called AccountNow and questioned a Direct TV authorization hold. The customer was provided with the authorization hold expiration date. On 12/26/15, the customer called and again questioned the Direct TV transaction. The...

customer service representative interpreted the customer comments as disputing the transaction and restricted the account.
On 12/30/15 the customer reported that she had not disputed a transaction. However, the customer account also experienced a security violation.
On 1/5/16, the security violation was resolved and the account restriction was removed. The customer has access to her funds and is using her account.
On 1/6/16 a message was left for the customer at the telephone provided in the complaint. The customer may contact us at (XXX) XXX-XXXX with any remaining questions.

On September 6, 2016, the cardholder received an ACH direct deposit from VENMO-O Cash out.
 
On October 12, 2016, the cardholder contacted AccountNow and indicated that she lost her card and requested the balance on the account be transferred  to another account  of the...

cardholder’s but showing in a different last name.  That account is also showing that the card was returned as undeliverable.   The agent advised the cardholder to provide verification documents and the cardholder stated she was homeless and the call was terminated. The cardholder contacted AccountNow back and requested to speak with a supervisor, the caller was transferred and the call was again terminated.  The account was placed in a restricted status due to the cardholder indicated the card was lost and pending the cardholders call back.  On the 11th day of each month the account assesses the monthly maintenance fee of $9.95.  The account assessed the fee from October 2016 through March 2017 as it was in a restricted status but not closed.  When the cardholder contacted AccountNow on October 12, 2017, the balance was $37.60.  On March 30, 2017, the account was closed out due to non-usage and no balance.
 
On April 10, 2017, we attempted to reach the cardholder at the telephone number provided but there was no answer and a voicemail message was left. 
 
On April 19, 2017, we attempted to reach the cardholder again at the telephone number provided but there was no answer and a voicemail message was left.  The cardholder needs to provide a copy of her photo identification card and a current bill.  Once received and valid we will go in and reverse the monthly maintenance fees for the month of November, December 2016 and January, February and March of 2017 – bringing the account balance to $49.75.  We will then issue a replacement card  or a check to the cardholder in the amount of $49.75. The cardholder may contact AccountNow with any remaining questions at ([redacted].

AccountNow accounts may be funded by deposits in the customer's name and all deposits are subject to verification and deposit limits. Deposits not in the customer's name or with details which do not match the customer account profile are subject to verification and may be returned. The customer...

account was restricted for a deposit which originated from a state which is not the customer state on file. After a review of the customer documentation, we removed the restriction.On 3/29/16 we left a message for the customer.The customer may contact us at [redacted].

Initial Business Response /* (1000, 5, 2015/08/06) */
This account was restricted for customer verification. We require a copy of the customer's photo identification, address verification such as a utility bill dated within 60 days, a photocopy of the front of the AccountNow Visa card and a copy of...

the cash deposit receipt. We have not received the customer's photo identification, or the utility bill. The telephone number on file has been disconnected. The telephone number provided with the complaint has also been disconnected. We request the customer provide the remaining documentation and a working telephone number. The customer may contact us at (XXX) XXX-XXXX.

On May 5, 2017, AccountNow issued a replacement card for card ending in 6635 due to notification of possible compromised card. The card ending in 6135 would remain active for up to 45 days. Once the replacement card is received by the cardholder it should have been activated which would cause for...

the old card ending in 6135 to close. An email was sent to the cardholder’s email address on file.
On June 23, 2017, the card was closed due to the new replacement card was mailed 45 days ago, the customer must activate and use the new replacement card.
On June 26, 2017, the cardholder contacted AccountNow in reagrds to the card not working. The agent advised of the compromised card and a replacement card was mailed on May 6, 2017. The cardholder advised that she never received the replacement card due to her moving. During the call the agent successfully updated the address and processed a replacement card for the cardholder to her new address. The agent offered to have the card expedited for a $25.00 fee and advised the cardholder that it can take up to 3 business days to receive. The cardholder requested for the card to be sent by regular mail. The agent then advised the cardholder to allow up to 5-7 business days to receive.
As of July 10, 2017, the cardholder has been actively using the funds. As a courtesy for the inconvenience the cardholder may have received, we have reversed the monthly membership fee of $9.95. The cardholder may contact AccountNow with any remaining questions at [redacted]

As stated in the prior response §This offer is available to all AccountNow Gold Visa Prepaid Card customers. To qualify for the $15 direct deposit bonus, within 6 months after being approved to receive a card you must deposit at least $500 in qualifying deposits per month via recurring direct deposit in two or more consecutive months. Bonus must be redeemed by phone at [redacted] within 30 days of meeting qualifications. Please see help for eligibility and redemption requirements.
The account was applied for in July 2015 but not funded until June 2016, 11 months after the account was opened, therefore the cardholder does not qualify for this promotion.  The cardholder can reference the information at [redacted].  No additional credits are due to the cardholder.  This is a promotion which means it can be discontinued at any time. The cardholder may contact AccountNow with any remaining questions at [redacted].

On April 28, 2017, we have researched the UPS tracking number of [redacted] and have confirmation that the package was delivered on April 7, 2017 at 12:54 PM to the address on file.  Upon review of the complaint the address on the complaint is showing different than the address on file.  We have resent the statements via UPS to the address provided on the complaint with a tracking number of [redacted].  The cardholder should receive the statements no later than May 1, 2017.
The cardholder is indicating that she is still missing funds, once the statements are received the cardholder will need to contact AccountNow to file a dispute on the transactions that are in question.  If the cardholder’s address has changed she will need to update her account with the new address as well. The cardholder may contact AccountNow with any remaining questions at [redacted]

On July 12, 2017, the cardholder contacted AccountNow regarding her July 12, 2017 direct deposit. The agent advised the cardholder that we are not showing anything pending at that time for an ACH deposit. Please note, AccountNow confirmed this deposit posted later that day.
On July 26, 2017, the...

cardholder contacted AccountNow regarding her July 26, 2017 direct deposit. The agent then advised that we are not showing anything pending at that time for an ACH deposit. Please note, AccountNow confirmed this deposit posted later that day.
In review of the deposit history, the cardholder has received a total of 33 ACH direct deposits from PHYSICIANS HEALT bi-weekly since the beginning of May 2016 until August 2017. AccountNow’s ACH posting timeframes for Bancorp prepaid debit cards is- 1:30 am, 6:30 am, 4:00 pm – Central Standard Time. As stated in the cardholder agreement funds from direct deposits will generally be available on the day the Bank receives the transfer or one day prior to the settlement date. 
 
AccountNow has confirmed that all ACH deposits have posted to the account on the settlement date provided in the NACHA file. The cardholder may contact AccountNow with any remaining questions at [redacted]Tell us why here...

Initial Business Response /* (1000, 5, 2015/12/16) */
On 11/18/15 AccountNow received a deposit trace request from the Social Security Administration. A trace request is normally initiated when the Social Security Administration receives a complaint of non-receipt of benefits. AccountNow called the...

customer at the telephone numbers provided to us and we were unable to reach the customer or leave a message because the voicemail box associated with the customer telephone number had not been established. We restricted the account until verification was completed.
On 12/15/15 we were able to reach the customer. The customer stated that he had not contacted the Social Security Administration prior to the account restriction. We requested the customer provide his photo identification and a bill to verify his identity and address. The customer refused and requested that the remaining balance on his account be returned to the Social Security Administration.
On 12/16/15, the Social Security Administration refused to provide a recall notice. We advised the customer his account would be closed and a check will be sent to him for the remaining balance.

Initial Business Response /* (1000, 5, 2015/09/03) */
From November 21, 2014 through July 21, 2015, the cardholder received 3 ACH deposits. After each deposit, and on the same day, a card-to-card transfer of funds occurred. The account shows the IP address of [redacted] accessed both accounts...

while the disputed transactions were occurring. The IP address of [redacted] accessed the cardholder's account 19 t times from May 20, 2015, through July 26, 2015, while the disputed transactions were occurring. The IP address of [redacted] accessed the card-to-card recipient's account six times from May 23, 2015, through July 4, 2015, while the disputed transactions were occurring. On 5/22/15, a transaction occurred on the customer account and the transfer recipient account at the same merchant. On 7/27/15, cash withdrawals occurred on the customer account and the recipient account at the same ATM within 1 minute of each other.
Based upon facts available to us, the denial of the dispute stands.

On March 6, 2017, the cardholder contacted AccountNow to request the cancellation of two Bill Payments that he had processed on February 23, 2017 and March 28, 2017, in the amount of $259.00 x 2, for a total of $518.00. The agent advised the cardholder of the $20.00 stop payment fee, and the...

cardholder indicated that he did not want to pay the $20.00 fee for the request to stop the Bill Payments. The cardholder was then advised that if the Bill Payments are not cashed within a 90 day timeframe of the date of them being sent, that the funds will automatically post back to the account. The cardholder refused as he indicated he did not want to pay the $20.00 fee and did not want to wait the 90 day timeframe.
 
On May 18, 2017, customer care received a Consumer Affair Complaint in regards to the Bill Payments not being received and the fees associated to stop the Bill Payments. The customer care agent contacted the cardholder and advised a request was submitted to stop the Bill Payments, and advised the cardholder that the $20.00 fee would be waived as a courtesy.  The cardholder was advised of the 72 hour timeframe for the funds to post back into to the account.
 
The cardholder may contact AccountNow with any remaining questions at ([redacted]Tell us why here...

Initial Business Response /* (1000, 5, 2015/04/23) */
The fee was disclosed and explained to the consumer when she called. The agent closed her card and submitted a request for a check for the remaining balance on the card. The check has been processed and the fee was billed as...

disclosed.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fee was not disclosed when I originally Signed up. This was theft, and I want my money returned.
Final Business Response /* (4000, 9, 2015/05/11) */
We stand by our decision as the fee was disclosed in the terms.
Final Consumer Response /* (4200, 11, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this resolution because again, I was not told about this fee.

On July 18, 2017, AccountNow reviewed the cardholder’s rebuttal and determined that the denial decision will stand. There is no new information to provide to the cardholder. The investigator has reached out to the cardholder at the telephone number provided and has left a message. The cardholder may contact AccountNow with any remaining questions at ([redacted].Tell us why here...

Initial Business Response /* (1000, 5, 2015/05/04) */
A new card was received and activated on 4/17/15.

Final Consumer Response /* (2000, 6, 2015/07/16) */
Resolved. Thank you

AccountNow accounts may be funded by deposits in the customer's name and all deposits are subject to verification and deposit limits. Deposits not in the customer's name or with details which do not match the customer account profile are subject to verification and may be returned. On 3/10/16 a tax...

refund for a third party was received and the customer account was closed. The tax refund was returned to the Originator. A second tax refund, in the customer's name, was received after the customer account was closed and the tax refund was also returned to the originator. The customer will need to contact the [redacted]e regarding the status of the returned refunds.The customer may contact us at [redacted] with any questions.

The customer dispute claim was filed on 2/22/16. The disputed amount was $713.18.The results of our investigation concluded that we do not find that an error occurred due to the following reasons: The customer is in possession of the card. The customer has undisputed transactions while the disputed...

transactions occurred from 2/14/16 through 2/16/16. The disputed $178.27 PIN based transaction with [redacted] occurred on 2/14/16, and it was followed by the cardholder's valid ATM transaction on 2/15/16. There is a disputed transaction that occurred with [redacted] and the customer has three prior undisputed transactions with other [redacted] locations since 2/10/16. There were not any ATM balance inquires while the disputed transactions occurred, which would indicate that the user of the card was aware of the balance. There are transactions that required the PIN, yet there were not any PIN failures while the disputed transactions occurred. With the facts available to us, we do not find that an error occurred.On 2/29/16 we mailed the customer a dispute denial letter.From 3/7/16 to 3/28/16 we called the customer six times. We were unable to reach the customer and we left six messages. The customer may call us with any questions at ([redacted]

Initial Business Response /* (1000, 7, 2015/07/21) */
The fees are charged as disclosed. A surcharge free ATM means that the ATM will not charge an additional fee. There is still the fee to withdraw the funds. This is disclosed in the terms.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]