A Locksmith

On March 1, 2017, the cardholder ordered a replacement card.
 
On March 4, 2017, the cardholder contacted AccountNow, and was given one time access to her funds while awaiting for the replacement card.
 
On March 6, 2017, the cardholder contacted AccountNow requesting a card to card...

transfer to another account as the new card has not been received.  The agent advised the cardholder to allow for the new card to be received as it was still within the timeframes.
 
On March 13, 2017, the cardholder contacted AccountNow for the status of the replacement card ordered on March 1, 2017.  The cardholder provided the cardholder with the timeframes to receive the card.
 
On March 15, 2017, the cardholder contacted AccountNow for the status of the replacement card, the agent advised the card was still in process.
 
On March 20, 2017, the cardholder contacted AccountNow for other options of paying her rent and accessing the funds as the replacement card still had not been received. The agent advised the cardholder that she could pay via ACH debit.
 
On March 21, 2017, the cardholder contacted AccountNow and requested a replacement card be expedited.  The cardholder failed the security questions and the agent advised expediting the card would not be an option. The agent processed a replacement card for normal delivery and the $10.00 replacement card fee was assessed.
 
On March 22, 2017, the cardholder contacted AccountNow regarding the account balance.  The cardholder requested that the second $10.00 replacement card fee be waived since the original replacement card was not received. The agent advised that the replacement card fee was valid and the cardholder requested to speak with a supervisor. The supervisor reversed the $10.00 replacement card fee as a courtesy.  Upon receipt of the complaint, AccountNow Risk department attempted to contact the cardholder at the telephone number provided so that we could process a courtesy card to card transfer while the cardholder waited for the new replacement card, but there was no answer and a voicemail message was left.
 
On March 23, 2017, as a courtesy a card to card transfer in the amount of $500.00 was successfully processed to the cardholders requested active account.
 
On March 27, the replacement card ending in [redacted] was received and activated.  The cardholder has been actively using the card. The cardholder may contact AccountNow with any remaining questions at [redacted]

On May 22, 2017, AccountNow received a call from the cardholder providing permission for us to speak to her sister [redacted] to have the address updated and the card replaced due to the card being lost. The address was successfully updated and the card replacement was processed.
On May 29,...

2017, the cardholder contacted AccountNow regarding a declined transaction.  The agent advised the cardholder that the transaction declined due to the card was reported lost on May 22, 2017.  The cardholder on this call indicated that she did not call in to report the card lost, update the address and did not give permission to speak to [redacted].  The agent advised the cardholder that due to multiple callers the account was restricted, verification documents were needed such as a photo identification card, a social security card and a current utility bill.
On May 31, 2017, the cardholder contacted AccountNow regarding her card status.  The agent advised the cardholder that the account was restricted due to the discrepancy in the prior call.  The agent advised the cardholder that verification documents were needed and provided the document upload portal and fax number to send in the documents. 
On June 6, 2017, AccountNow received the cardholder’s identification card, a social security card and an insurance card. The agent requested the cardholder provide a utility bill for verification of address. Later this day, the cardholder contacted AccountNow regarding the status of her documents.  The agent advised the cardholder that the documents were received and a utility bill was needed for address verification. 
On June 8, 2017, the cardholder submitted a utility bill that matched to the address that was updated and a call was made out to CenterPoint at the telephone number provided on the bill received. We were advised by the representative that she was unable to validate the address on the bill we received to the address in their system.  Based off this information, we requested a letter of indemnification from the originator of the deposits to have the funds returned to the sender.
Upon receipt of this complaint, AccountNow has not received the indemnification letter requesting to return the deposits to the originator. The cardholder may contact AccountNow with any remaining questions at [redacted].

On February 23, 2017, the cardholder contacted AccountNow and indicated she had some unauthorized transactions on her account from the merchant [redacted].  The agent filed a dispute for the two transactions, updated the cardholders address and issued a replacement card.
 
On...

March 6, 2017, the merchant [redacted] issued a refund for the two transactions the cardholder dispute in the amount of $2.06 and $0.09 for a total of $2.15.
 
On March 25, 2017, the cardholder contacted AccountNow regarding an ACH direct deposit. The agent advised the cardholder that the last ACH direct deposit posted on March 8, 2017. The cardholder also inquired about two transactions from the merchant [redacted] in the amount of $30.00 each. The cardholder indicated that she was expecting a refund from the merchant [redacted] in the amount of $30.00, and it should have posted to her account by March 6, 2017. The agent advised the cardholder that we have not received a refund from the merchant GTL. The agent advised the cardholder that the merchant [redacted] placed an authorization hold on the account on February 13, 2017 and the funds were released back into the account due to the merchant not collecting on the funds.
 
On March 28, 2017, the cardholder contacted AccountNow in regards to a Motor Vehicle transaction that was collected by the merchant and about the [redacted] transaction. The cardholder claimed she was given the wrong account number. The agent advised her to go online and review the statements.
 
On May 12, 2017, the cardholder contacted AccountNow in regards to a transaction from [redacted] and requested the merchant’s telephone number. The agent provided the cardholder with the telephone number of [redacted].
 
On May 18, 2017, we attempted to contact the cardholder at the telephone number provided, there was no answer and a voicemail message was left.
 
On May 19, 2017, we attempted to contact the cardholder at the telephone number provided and the voicemail box was full, we were unable to leave a voicemail message.  At this time we are unsure what the cardholder is requesting in her complaint. If the matter has not been resolved the cardholder may contact AccountNow with any remaining questions at [redacted].

Initial Business Response /* (1000, 5, 2015/09/18) */
On 9/11/15, we processed a replacement card and shipped express mail at company expense. We called the customer at the telephone number on file: (XXX) XXX-XXXX to advise her the replacement card would be delivered on 9/15/15. There was no answer...

and we were unable to leave a message.
On 9/14/15 a call was placed to the telephone number provided with the complaint; XXX XXX-XXXX. The customer returned the call and we advised the customer that a replacement card would be delivered to her on 9/15/15.
The customer stated that she incurred late fees. We provided the customer with the AccountNow fax telephone number; (XXX) XXX-XXXX. Customer requests for reimbursement require verifiable statements or bills with the fees incurred. The customer has submitted documentation. It will be reviewed for payment. Checks may take up to 3 weeks.
On 9/15/15, the replacement card was activated. We apologize for any inconvenience experienced by the customer.

Initial Business Response /* (1000, 5, 2016/01/07) */
The customer account is closed and the last activity occurred in May 2015. The balance is $14.00. On 1/5/16 and 1/6/16 we left messages for the customer at the telephone number provided in the complaint. We request the customer contact us at...

(XXX) XXX-XXXX to discuss her account.
Initial Consumer Rebuttal /* (2000, 10, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because: This people just access to the account stealing identity 
 
BE REALLY CAREFULL THIS IS A SCAM!Sincerely,[redacted]

As indicated the account was not left open for 30 days as the cardholder would have liked, as we wanted to prevent further transactions from posting to the account which would cause the balance to become more negative. The account must stay closed at this time, as we have gone back to the merchant [redacted] and processed a chargeback to attempt to recover the overdrawn funds.
 
On June 9, 2017, we have issued a $40.00 courtesy credit and apologize for the inconvenience [redacted] has experienced.  We have issued an expedited check to the cardholder at the address provided in the complaint. [redacted] is more than welcome to establish another account with us if she would like. The cardholder may contact AccountNow with any remaining questions or to open a new account at [redacted].

On March 25, 2017, the cardholder contacted AccountNow and filed a dispute indicating transactions were unauthorized. The agent advised the cardholder to provide written notification regarding the dispute. Later that day the cardholder submitted her written notification.
On March, 27 2017, the...

cardholder contacted AccountNow for an update on the dispute. The agent advised the dispute was still in process.
On June 1, 2017, an AccountNow investigator concluded its investigation and determined the following:
The cardholder is in possession of the card but claims that the disputed transactions are unauthorized.
The account had been dormant since November 6, 2016, until a $257.02 ACH deposit was applied to the account on May 24, 2017.
There were not any PIN failures or PIN changes while the disputed transactions occurred.
There were not any balance inquiries or any declined transactions on the card while the disputed transactions occurred, yet the account balance was depleted, which would indicate that the user of the card was aware of the account balance.
The cardholder accessed the account seven times while the disputed transactions occurred from the IP address. That same IP address has accessed the account 57 times prior to the disputed transactions occurring since May 23, 2017.
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.
Based on the facts available to us, we do not find that an error has occurred.
On June 2, 2017, the dispute final resolution letter was mailed to the cardholder.
On June 7, 2017 through June 9, 2017, the cardholder contacted AccountNow regarding an update on the dispute a request was submitted for an investigator to contact the cardholder. The cardholder may contact AccountNow with any remaining questions at [redacted].

Complaint: [redacted]I am rejecting this response because:  I am going to put the full order of events in place here for you.   I am not sure why you are not understanding that this is not my transactions or anyone that I know.  I have never let any use my card or even have my card outside my possession. I explained my card is in my possession and I have never in my life given my pin out.  My card was skimmed and used fraudulently. I have been a member of you bank for over 10 years.  I have never ever in my life disputed a transaction with you company.  Why is it I can not get a point of contact.  You know as well as I do that I have called the number provided multiple times and you can not get anyone on the phone with information outside what is displayed on your website.   This is a Joke and starting to feel scammed by you.  All I desire is the Money that was fraudulently taken from my account returned.   I am not asking for anything more or less. 
 
On or about July 29, 2017 I went to store to try and by grocery items for my family and my card was denied.   When I got home I checked my account and noticed two transactions on an ATM in Phoenix in the middle of the night that were not mine.  I immediately called the bank.  I spoke with a nice man with a strong accent.   He looked into my account,  He told me and you can listen to your recorded conversations for this, that he was filling out the dispute form for me, He was verifying transactions with me over the phone that were fraud.  He told me I could log into my account now account and click disputes and form was filled out.  I would just have to print the form and upload it. This was all a LIE.  I went to the website to login.  My account was already gone.  I was not allowed to see the Statements or anything any longer.   I called the bank again.  They told me I needed to write a letter to the PO box requesting these transaction statements.   These are records of My Money. the form was not filled out as I was told.  I had to try and remember the transaction times and dates because you refused to give them to me.   I then Immediately called Phoenix Police.  I was instructed to fill out a police report online. SO I did and that was filed to the best of my knowledge since you had locked me out of my account and denied me access to my statements.  .   I then went and uploaded all that was requested.  Again please take a second look and take into consideration I have been a member for so long and never made a Dispute,   This is bad customer service, There is no one to speak to at the number you provide that has any knowledge of anything regarding Disputes.  There is no action for us customers to take.  Please do the right thing and return my 400.00.  I live pay check to pay check and this is really hurting my family and you can prevent any further issues.  NO MORE COOKIE CUTTER RESPONSES PLEASE AND JUST ACTUALLY LOOK AT IT. YOU CAN OBVIOUSLY SEE BY MY SPENDING HABITS THEY ARE NOT MINE>  THERE HAS NEVER BEEN A TRANSACTION AT THESE TIMES OR IN THESE AREAS IN 10 YEARS
 
FRUSTERATING
 
07/27/2017   around 11PM A balance Inquiry Was done charged 1.00    was not mine
07/27/2017  Around 1105  A withdraw was taken out at a QT  was not mine
 
07/28/2017  Around 0400   A balance inquiry was done again at a QT was not mine
07/28/2017  Around 0400  a withdraw was done at same QT not mine.  
 
This has been reported to you and followed with a police report.  How much more do you need to see it is fraud.  PLEASE REPLACE MY FUNDS ASAP
 
[redacted]
 
Sincerely,[redacted]

Initial Business Response /* (1000, 9, 2015/07/16) */
Received business response via email on 7/15/15:
The customer account received merchant refunds of $1,619.74 with no prior debits from WalMart. On 6/6/15 the account was restricted and copies of sales receipts were required to verify that the...

refunds were valid. The customer was advised on 6/7/15, that receipts were required to verify the WalMart refunds. On 6/8/15, the customer provided one WalMart receipt for $924.32, but it did not cover the entire credit balance and we requested copies of the additional receipts. On 6/9/15, we received documentation from the customer, but the documentation did not include the outstanding receipt copies. On 6/13/15, we again asked the customer to provide WalMart receipts which covered the additional $695.42 refund amount. On 6/15/15, the remaining documentation was received from the customer. Due to a prior report of a lost card, a card reissue was initiated to cancel the old card and issue a new card with a new card number. This replacement card was expedited and our records indicate that the customer activated the card on 6/20/15.
The customer has stated that this complaint involving the restriction on his account was resolved to his satisfaction.
Thank you.
[redacted]
Compliance and Risk Development Manager
Initial Consumer Rebuttal /* (3000, 11, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please call me.

Initial Business Response /* (1000, 5, 2016/01/06) */
On 12/23/15, the customer reported a lost card. We restricted the customer account and issued a replacement card. We advised the customer that her replacement card would be delivered by US Mail within 7-10 days. On 12/24/15, the customer...

requested that AccountNow transfer funds from the card issued by Bancorp to the customer's other card issued by another program. We advised the customer that we were unable to transfer funds between programs. On 1/2/16, the customer activated the replacement card and performed transactions.
This complaint was also submitted to the FDIC and a response was previously provided.

Initial Business Response /* (1000, 5, 2016/01/06) */
The account was purchased on 11/4/15 with an initial deposit of $45.00. On 11/5/15 an authorization for $44.36 to TMO WalMart Mobile IVR was posted to the account. On 11/5/15 the customer requested the authorization hold be deleted from the...

account and the $44.36 restored. The customer was advised that an authorization hold is placed on the account by a merchant to preserve funds for a pending sale and that we require a merchant letter authorizing the deletion on the hold. We also provided the customer with the authorization expiration date. The customer hung up.
On 11/5/15 we received a second call. We asked the caller for the date of birth listed on the account and the caller provided a different date. We advised the caller that the failure to provide the correct information was a security violation and to safeguard the customer funds, we restricted the account and we required verification of the customer identity. The caller hung up.
On 11/5/15, 11/26/15 and 11/27/15 we received calls and we advised the callers that the account was restricted and we required verification documentation. The caller hung up in each case.
On 1/4/16, in response to a complaint, we called the customer at the telephone number listed on the account, which is the same telephone number listed on this complaint. We were unable to reach the customer and there was no voicemail option to leave a message.
We request the customer contact us at (XXX) XXX-XXXX to make arrangements for the remaining funds on the account.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called the number they gave on their response. Was not able to get through as my card number, nor my ss# were recognized in their system, and I was not given an option for customer service.
So, I called the number listed on the back of the card, and was given the same run around.
Interesting that they said remaining balance since I have never even used the funds I loaded onto the card. I expect a refund of $45 and nothing less than.
Final Business Response /* (4000, 9, 2016/01/19) */
The customer has submitted a complaint for the same issue to Ohio Consumer Protection. On 1/12/16 we reviewed the reason for the account restriction with the customer. The customer acknowledged that the date of birth on the account is different than the customer's actual date of birth. The customer declined to provide documentation to verify her identity and we advised the customer that in the absence of documentation, the account would need to remain closed.
As a one-time courtesy we have credited the account for all fees. The customer confirmed her address and on 1/13/16 a check for $45.00 was delivered to the customer. The UPS tracking number for the shipment is: 1ZX1750RXXXXXXXXXX.
Final Consumer Response /* (2000, 11, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This has been resolved. Company reimbursed me, fully.

Initial Business Response /* (1000, 5, 2015/08/27) */
The customer's account was modified in error on 7/25/15.
The error was identified on 8/10/15 by a Customer Service Representative. The error caused the account to be erroneously restricted.
From 8/10/15 to 8/13/15 the account remained...

restricted while the issue was researched.
On 8/13/15, we reopened the account which allowed the customer to utilize the card to perform transactions.
On 8/14/15 and 8/24/15 we left messages for the customer at the telephone number provided in the complaint.
On 8/26/15, as a courtesy to the customer the monthly fee was credited.
We regret this error and apologize for the inconvenience to the customer.
The customer may contact us at (XXX) XXX-XXXX.
We consider the issue resolved.

On June 11, 2017, the cardholder contacted AccountNow to file a dispute regarding four unauthorized transactions.
On June 12, 2017, we received the cardholder’s written notification.
On June 15, 2017, and investigator concluded its investigation and determined the following:
The...

cardholder is disputing transaction(s) as unauthorized. The card is in the cardholder’s possession.
The disputed transactions occurred on 6/8/17 11:17 AM to 6/10/17 8:03 PM [CST].
There disputed transactions are PIN-based, yet the PIN was not reported as compromised/lost yet there is no PIN failure on the card when the transactions occurred.
The account was funded by an ACH Deposit for $ 959.68 on 6-9-17.
The Cardholder accessed the account 6 times while the disputed transactions occurred. The cardholder accessed the account 13 time(s) prior to the disputed transactions occurring since 5-25-17.
There were no test transactions in the transaction history to indicate someone else was checking the account.
There were no balance inquiries before, or during the disputed transactions.  With the facts available to us we found that no error occurred.
On June 16, 2017, the final resolution letter was mailed to the cardholder.
On June 19, 2017, we received the cardholder’s letter of complaint.
On June 23, 2017, upon re-review of the denial decision we determined the following:
The cardholder has possession of the card and she resides in the state of Kansas.
The disputed card present transaction occurred in the state of Florida.
The cardholder does not have any previous card present transaction history in Florida. Based on the re-review this appears to be a skimming issue.
We contacted the cardholder at the telephone number provided and advised her of there-review.  We apologized for the initial denial decision and advised that final credit would be issued to her account in the amount of $554.13 by the end of the day.  The cardholder may contact AccountNow with any remaining questions at (866) 925-2036.

Initial Business Response /* (1000, 5, 2015/06/22) */
The funds are not being held. They have been recalled by the IRS and the funds have been returned to the IRS.

On May 2, 2017, the cardholder contacted AccountNow and filed a dispute indicating that a $120.00 ATM transaction was unauthorized.
On May 9, 2017, the cardholder contacted AccountNow for an update on the dispute. The agent advised the cardholder to provide the written notification.
On May...

12, 2017, an AccountNow investigator concluded its investigation and determined the following:
The cardholder is in possession of the card and claims that there was an unauthorized transaction.
The account received a direct deposit for $593.15 on May 1, 2017.
The dispute was filed for an ATM transaction at [redacted] for $120.00 on May 1, 2017.
The disputed transaction was PIN-based and there were no PIN failures. There were no PIN updates/ PIN was not changed immediately prior to the dispute. There were 3 PIN-based transactions after the direct deposit was received and before the disputed transaction occurred.
The funds were not “drained” immediately.
There were no balance inquiries done after the direct deposit was received. This indicates that the card user was aware that there were funds available on the card.
 
With the facts available to us, it appears that no error has occurred.
On May 12, 2017, the dispute final resolution letter was mailed to the cardholder.
On May 22, 2017, the cardholder contacted AccountNow regarding his dispute denial, the agent submitted a callback request.
On May 24, 2017, the investigator reached out to the cardholder at the telephone number provided and advised of the cardholder of the dispute denial reasons. The cardholder may contact AccountNow with any remaining questions at [redacted].
 Tell us why here...

Initial Business Response /* (1000, 5, 2015/10/15) */
On 10/7/15 we spoke to the consumer to confirm the email address and to advise that we have blocked the address from additional use. We provided the consumer with contact information and he may contact AccountNow should he have future...

concerns.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr. [redacted] assured me my email address would be removed from their data base. We have not received any emails from this company recently.

On July 23, 2017, the cardholder contacted AccountNow and filed a dispute indicating transactions were unauthorized.
On August 7, 2017, we received the cardholder’s written notification.
Later that day, AccountNow investigator 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.
Based on the facts available to us, we do not find that an error has occurred.
On August 8, 2017, the dispute final resolution letter was mailed to the cardholder.
The cardholder may contact AccountNow with any remaining questions at [redacted].

Initial Business Response /* (1000, 5, 2015/11/16) */
Automated Clearing House (ACH) deposits contain a settlement date. The settlement date is the date identified by the Originator of the deposit as the date the funds are to be posted to the account.
From 7/1/15 to current, the customer...

received 5 deposits from Amazon. The deposit settlement dates and the deposit amounts are; 7/13/15 ($2.57), 7/28/15 ($432.54), 8/28/15 ($211.91), 9/28/15 ($187.70) and 11/2/15 ($102.49). We show that all deposits posted accurately and without delay.
The customer also has deposits which originate from foreign banks. These deposits are subject to the United States Office of Foreign Asset Control (or OFAC) regulations. OFAC identified transactions require verification before they are allowed to post to a customer account. This process can take 24 business hours to be completed.
On 11/5/15 and 11/16/15 calls were placed to the customer to address the complaint. We were unable to reach the customer and messages were left on the customer voicemail. The customer may contact us with any questions at (XXX) XXX-XXXX.

Final Consumer Response /* (2000, 9, 2015/05/28) */
Thank you for your assistance..the company finally provided me with a replacement card that I paid $30 for and loaded my check onto the card. I appreciate all of your efforts in resolving this matter