A Locksmith

Initial Business Response /* (1000, 5, 2016/03/17) */
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 will be returned or upon verification, AccountNow may allow a deposit to...

post as a one-time courtesy.
On 3/11/16 we advised the customer that we do not show a tax refund for $5397.00 presented to AccountNow to post to the account.
On 3/16/16 we advised the customer that the Issuing bank, The Bancorp, also researched and reported that the deposit had not been received. The customer stated that he would contact the IRS.
We advised the customer to contact us with any additional questions. We may be reached at (XXX) XXX-XXXX.

Complaint: [redacted]I am rejecting this response because: I called Arise Virtual Solutions and the stated that they have not received funds, I asked for a trace number from account now and they were not able to provide one.Sincerely,[redacted]

On February 25, 2017, the cardholder contacted AccountNow to request to cancel a Bill Payment that she had processed for $3500.00. The agent submitted a stop payment request and advised the cardholder of the 10 day processing timeframes.
 
On March 7, 2017, the cardholder contacted...

AccountNow to follow up on her Bill Payment stop request, the agent advised the Bill Payment had not been returned and referred the cardholder to the Bill Payment agents.
 
On March 10, 2017, the cardholder contacted AccountNow to follow up on her Bill Payment stop request, the agent advised the Bill Payment had not been returned and referred the cardholder to the Bill Payment agents who then advised the cardholder to wait until the following Monday March 13, 2017.
 
On March 13, 2017, the cardholder contacted AccountNow to follow up on her Bill Payment stop request, the agent advised the Bill Payment had not been returned and referred the cardholder to the Bill Payment agents as it was past the timeframes. 
 
On March 14, 2017, the cardholder contacted AccountNow to follow up on her Bill Payment stop request, the cardholder was upset as it was past the timeframes that she was advised and the agent submitted an escalated ticket to get an update.
 
On March 15 and 16, 2017, the cardholder contacted AccountNow for an update on the Bill Payment, the supervisor advised the cardholder that the issue had been escalated and there was no update.
 
On March 17, 2017, AccountNow applied the $3500.00 stop Bill Payment back to the cardholders account.
 
On March 23, 2017, upon review of the complaint AccountNow reversed the February 23, 2017 $9.95 and March 23, 2017 $9.95 Monthly Maintenance Fee as well as issued a $50.00 courtesy credit for a total of $69.90 for any inconvenience the cardholder experienced.
 
The cardholder may contact AccountNow with any remaining questions at [redacted].

(The consumer indicated he/she DID NOT accept the response from the business.)I don't agree because Like I said before I was at work when this happened I'm not going to lie in say that I don't even know where that place is

Upon receipt of the complaint, AccountNow has re- reviewed the dispute and concluded its investigation and determined the following:
The cardholder claims the card was lost and that there were unauthorized transactions. Dispute was filed for transactions done from July 17, 2017 to July 22, 2017.
There were previous undisputed transactions with PCA*NORTHERN QUEST (4 ATM transactions since April 4, 2017) and WM SUPERCENTER (1 transaction since April 9, 2017). 7 of the disputed transactions were PIN-based and there were no PIN failures.
There were not any attempted card present transactions made on the card after it was closed, which indicates the user of the card was aware the card was blocked without attempting a transaction.
The account balance and transaction history were accessed 3 times while the disputed transactions occurred from the telephone when the dispute was filed.
The cardholder accessed the account 3 times while the disputed transactions occurred from the IP address. The same IP address has accessed the account 18 times prior to the disputed transactions occurring since July 13, 2017.
The customer said he only used his card with MHE MCGRAW-HILL ECOMM on July 20, 2017 and SFCC BOOKSTORE on July 21, 2017. The transaction with SFCC BOOKSTORE was POS-90 and was done during the dispute period.
There were no declined transactions due to insufficient funds and there were no attempts to use the card after it has been reported missing.We have not received any additional facts or information regarding the claim. With the facts available to us, the denial decision will stand. The cardholder may contact AccountNow with any remaining questions at [redacted]

Initial Business Response /* (1000, 5, 2015/07/21) */
We do not have any record of a deposit directed to the account. We will require a trace number from the originator to research the matter further.

Initial Business Response /* (1000, 5, 2015/04/24) */
The customer has been contacted and the issue has been resolved.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/27) */
4-26-15
Sent via email:
Yes it was. I had made 15 phone calls trying to transfer the money to my replacement card...

and it never worked. They called me on Friday the 24th and voluntarily did what I had been asking and transferred the money to the replacement card. Ironic that they were so cooperative all of the sudden but it has been resolved.
Thank you for your time
[redacted]

On May 15, 2017, the cardholder contacted AccountNow and indicated that he made an ACH deposit to his card using his account number and routing number. The agent advised the cardholder that the timeframes for an ACH deposit to post is 3-5 business days.
On May 18, 2017, the cardholder contacted...

AccountNow to inquire about an ACH deposit. The agent advised the cardholder that we had not received a notification of an ACH deposit.
On May 24, 2017, the cardholder contacted AccountNow to verify the account number and routing number to his account. The cardholder advised that he had processed an ACH deposit on May 15, 2017. The agent advised the cardholder that no notification of an ACH deposit had been received at that time.
As of May 30, 2017, AccountNow has not received any ACH deposit’s on the cardholder’s account. The cardholder will need to contact the originator of the funds and follow up with them directly. The cardholder may contact AccountNow with any remaining questions at [redacted].
 Tell us why here...

On June 10, 2017, the cardholder contacted AccountNow and filed a dispute for an ATM transaction in the amount of $503.00, indicated that that the funds did not dispense.
On June 12, 2017, we received an ATM transaction receipt from the cardholder, however, it does not confirm that the funds did...

not dispense. 
On June 15, 2017, there was no reversal from the merchant for the transaction.  We submitted a chargeback to the merchant and the case is pending until August 7, 2017. At this time the cardholder will need to wait for the resolution of the chargeback to complete, provide verification that the funds did not disperse and an error occurred or the merchant will need to reverse the funds back in to the account.  The cardholder may contact AccountNow with any remaining questions at [redacted].

Initial Business Response /* (1000, 6, 2015/12/24) */
On 12/8/15 the customer filed a dispute for $500.00 representing two ATM (Automated Teller Machine) transactions of $250.00 each. On 12/22/15, we concluded our investigation and credited the customer account for $500.00.
On 12/23/15 the...

customer called to report another dispute and the customer account was restricted. We called the customer back and were unable to reach the customer . We were unable to leave a message as the customer's voicemail box was full. We request the customer call us at (XXX) XXX-XXXX.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I did find out they credited my account and I truly appreciate it I just wish I knew they were stopping my card I was never informed of that

Initial Business Response /* (1000, 5, 2015/05/27) */
A new card was mailed on 5/5/15 and activated on 5/22/15.

The customer reported fraudulent activity and the customer account was restricted and a stop payment was processed. On 4/11/16 a check for the remaining balance on the customer account was express mailed to the customer.
 
On 4/11/16 we contacted the customer and apologized for the...

inconvenience that the customer experienced.
 
On 4/12/16, the courier service reported that the check had been delivered to the customer.
 
The customer may contact us with any remaining questions or concerns at [redacted]

Upon receipt of this complaint, a dispute investigator has re-reviewed your dispute claim and determined that no new facts have been provided to us. Based on the facts available to us and that was provided prior, we do not find that an error has occurred. The cardholder may contact AccountNow with any remaining questions at [redacted] or write to our [redacted]Tell us why here...

Initial Business Response /* (1000, 5, 2016/01/07) */
On 2/1/15, the customer reported the Visa card had been lost. We advised the customer that we would provide a replacement card and the customer stated that he wanted to update his address, however he did not know the new address and he would...

call back. The customer's wife then called and was advised that the customer must call. On a third call, the customer was asked to answer security questions in order to change the address. The customer was unable to answer the questions correctly and the account was restricted and the customer was advised we required his photo identification and a bill dated within 60 days to verify his identity.
On 2/16/15 we received an envelope. We advised the customer that we required his photo identification and a bill dated within 60 days
On 3/14/15 we received a handwritten letter from the customer. We advised the customer that we required his photo identification and a bill dated within 60 days.
On 4/1/15, we received an envelope. We advised the customer that we required his photo identification and a bill dated within 60 days.
On 4/7/15, we received the customer's photo identification and Social Security Card. We advised the customer that we required a bill dated within 60 days.
On 6/30/15, we received the customer's photo identification and Social Security Card. We advised the customer that we required a bill dated within 60 days.
On 7/20/15, we received a letter. We advised the customer that we require a bill dated within 60 days.
On 8/5/15, we received a letter. We advised the customer that we require a bill dated within 60 days.
On 8/12/15, we received the customer's photo identification and Social Security Card. We advised the customer that we required a bill dated within 60 days.
On 9/8/15, we received an envelope. We advised the customer that we require a bill dated within 60 days.
On 9/28/15, we received a bill, however the name and address was cut off. We advised the customer to resend complete bill.
On 12/28/15, the customer's wife called. We advised her to have the customer contact us.
On 1/5/16, we called the customer at the telephone number provided. The customer provided additional information which allowed us to send the customer a check for the remaining balance on his account. The check was delivered on 1/7/16.

On March 17, 2017, the cardholder filed a dispute for a transaction that occurred on 10/12/2016 in the amount of $42.45 with the merchant [redacted].  The cardholder indicated that the clothing item that she ordered was not received.
 
On March 21, 2017, we received the cardholder’s...

dispute written notification.
 
On March 22, 2017, the cardholder contacted AccountNow for a dispute update and the agent advised the cardholder that the dispute was still in process.
 
On March 25, 2017, the investigator submitted the transaction for a merchant chargeback based on the following information:
 
The cardholder indicated that she placed the order with the merchant [redacted] and that she ordered a pair of jeans.
The cardholder indicated she received an email that stated that the order had shipped on October 21, 2017 and the estimated delivery date was November 30, 2016.
The cardholder attempted to resolve the issue with the merchant by email on December 1, 2016, but she did not receive a response.
The cardholder attempted to resolve the issue a second time with the merchant in February 2017, which was one month prior to filing the dispute.
 
On March 27, 2017, a dispute letter was sent to the cardholder advising that your error claim does not fall under the requirements of Regulation E or Zero Liability. Therefore, we will not issue a provisional credit to your card account. However, we have initiated a dispute process with the merchant and will assist you to the best of our ability to recover the transaction(s) amount(s) on your behalf. The final resolution of your error claim will be determined as quickly as possible, but not later than June 15, 2017.
 
On April 3, 2017, the cardholder contacted AccountNow for a dispute update and the agent advised the cardholder that the dispute was still in process.
 
On April 21, 2017, the cardholder contacted AccountNow for a dispute update and the agent advised the cardholder that the dispute was still in process.
 
On April 22, 2017, the merchant submitted a representment.
 
On April 28, 2017, the investigator reviewed the merchant representment documents and the merchandise was shipped on 10/21/2016 to the same PO Box address that is listed on the cardholder complaint document. They merchant provided a USPS tracking number of [redacted].  Based on the facts available to us we have determined that no error has occurred.  The cardholder can contact USPS for further details of the delivery. The cardholder may contact AccountNow with any remaining questions at ([redacted].

The customer changed address and did not notify AccountNow. Upon receipt of the new address, a replacement card was shipped to the customer. Expedited delivery is an optional service that was offered to the customer. The customer declined and the replacement card was shipped at company expense.

Initial Business Response /* (1000, 7, 2015/06/22) */
A card was received and activated on 6/22/15.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/24) */
I received the new card on monday june 22,2015 that was expedited to me and it had all the money on it $1189. I am well pleased with...

account now
response. Thank you
for your help

Complaint: [redacted]I am rejecting this response because: I did not receive any statement from them through FedEx. And my money is still missing or not accounted for Sincerely,[redacted]

AccountNow GreenDot has done our due diligence by processing a chargeback with the merchant on behalf of the cardholder in an attempt to resolve the dispute with the merchant. The merchant has represented the chargeback and we are attaching the merchant representment documents for the cardholder’s viewing with the response. If the USPS tracking number provided is incorrect, the cardholder can contact USPS to verify the tracking number or the merchant to confirm the tracking number provided. We apologize the cardholder has experienced inconvenience, however, the cardholder will need to resolve the matter with the merchant directly.

Complaint: [redacted]I am rejecting this response because: I told them it was in error and I only noticed it when I stumbled on the bill pay section that that hideSincerely,[redacted]