A Locksmith

On 3/28/16 we called the customer. The customer stated that he located his tax refund and the funds had been posted to an account at another financial institution. The customer stated he considered this complaint resolved.

Initial Business Response /* (1000, 5, 2015/11/12) */
The customer filed two complaints for the same issue. The response provided is the same for both complaints.
The customer's Cardholder Agreement lists the transaction limits, including the Purchase limit, which is: $2000.00 per day. The...

limits for cash withdrawals are also listed in the agreement and are; $300.00 per day for ATM withdrawal and $1000.00 per day for over the counter cash advance.
The customer's account was restricted on 7/14/15 due to an incorrect CVV (Card Verification Value) entered into the AccountNow online customer database. A CVV entry error is considered a suspicious event and we require customers to verify their identity and prove their possession of the Visa card in order to remove the restriction and protect the customer account. On 7/15/15, the customer called AccountNow and was provided with the requirements to remove the restriction. The customer submitted the required documentation and the restriction was removed on 7/16/15.
Our records show that the customer contacted AccountNow on 10/26/15 and requested her account status, and the status of her recent activity. We provided the customer with the information she requested and also provided the customer with usage limits and the fee for cash advance transactions.
On 10/28/15, in accordance with internal suspicious transaction activity guidelines, the customer account was restricted based upon excessive purchase cashback transactions. The limit for purchase transactions, which includes purchase cashback, is listed in the Usage Section of the Cardholder Agreement. The limit is: $2000.00 per day and the customer performed: 7 transactions within 24 hours from 10/27/15 to 10/28/15 for a total of: $2167.40.
On 10/30/15 and 10/31/15, we advised the customer why her account was restricted and the documentation and explanation required to remove the restriction. The customer refused to cooperate and hung up. On 11/3/15, the customer called AccountNow and stated that she had provided her documentation 3 months ago. We advised the customer that the requirement at that time was for the CVV lock and this was a different issue. On 11/4/15, we received customer documentation including the customer's photo identification, a bill to verify her address and a photocopy of the front of the card. We did not receive an explanation for the transaction activity and we called the customer at the telephone number on file. We were unable to reach the customer. On 11/5/15, we were able to reach the customer at the telephone number provided in the Revdex.com complaint. We asked the customer about her cash withdrawal transactions. The customer at first stated she was paying for illegal drugs and then stated it was none of AccountNow's business. Based upon the customer's response, we exercised our right to close the customer account and sent her a check for the remaining balance.
On 11/9/15, we spoke to the customer and reiterated the reason why her account had been restricted, the requirements for removing the restriction and the reason why we had closed the account which was based upon the customer's non-compliance with our request for information.
The customer acknowledged that she declined to cooperate with our request for information and that she understood that we exercised our right to close the account and that a check was being sent to her representing the remaining balance on her account. We advised the customer that checks can take up to 3 weeks and we offered to expedite the check to the customer. On 11/9/15, we shipped the customer check using United Parcel Service overnight delivery.
On 11/10/15, we contacted the customer and advised her that we shipped the check using United Parcel Service overnight delivery on 11/9/15 and that UPS reported on 11/10/15 that the customer was not available when they attempted to deliver the check. The customer stated that she received the UPS delivery notice and she would make arrangements to retrieve her check.
The customer also stated that she felt inconvenienced and that AccountNow had a financial incentive to restrict and close her account. We advised the customer that her restriction was based upon her cash transaction activity which exceeded the account limit and that we have an obligation to research suspicious activity.
The customer stated that she experienced a loss while her account was restricted. We advised the customer that her inability to access her funds were compounded by her unwillingness to cooperate with our investigation. Also, her delay in providing documentation and her response to our questions caused her account to be closed.
The customer asked why she was required to send documentation only 3 months after she had previously provided documentation. We advised the customer that the previous restriction was for a different reason, CVV entry error, and that customers' name and address can and do change.
The customer stated that she was told to perform cash transactions for rapid removal of funds by an AccountNow Representative. We advised the customer that our review of the 10/26/15 call shows that the customer was provided with account limits, along with answers to her questions related to the account status and a specific previous transaction that she performed.
We acknowledge that verification of customer activity may lead to customer inconvenience. However, meeting company and Regulatory verification requirements, allows AccountNow to offer the unbanked consumer with this banking option. Verification also benefits customers by contributing to lower occurrences of fraud, loss of customer funds and lower operating costs, resulting in lower fees.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Account Now closed my account because I refused to explain to them what I needed the money for. There is nothing in the customer agreement or any regulatory guidelines that I could find, or that they could tell me about, that require me to give them that information. It is not for them to decide what is or isn't a legitimate use for my funds. Also, they are implying that I exceeded their $2000. DAILY max because the transactions happened within a 24 hour period, but it was over the course of TWO days. There is nowhere that states a day is any given 24 hour period, nor is that a customary interpretation in business. Also, I was never informed that I exceeded any limits, only that my account had been suspended for 'cash-back activity'. That they wanted me to send my documents again after only 3 months when my name, address, and all of my account info had not changed, because this was a 'different matter', made no sense to me. Also doing so is a big hassle and I was extremely busy at the time. Nevertheless, I did provide the documents again, but they closed my account anyway, further delaying access to my funds and causing me additional expense in check cashing fees. Prior to my account being closed I couldn't get anyone to answer my questions directly. When I did finally get a representative who could, [redacted], my account had already been closed, and he had in front of him my Revdex.com complaint and my complaint to the FDIC. I suspect that is the reason why I didn't have to wait 3 weeks for my check to come. Account now caused me a financial injury which I could not reasonably have avoided, and they closed my account 'because they can' according [redacted]. But what he couldn't tell me, due to 'security reasons' is why my account was restricted in the first place, or why I should be required to tell them what I needed the money for. They may not have made any money in my particular case, since overnight mail is expensive, but they ARE making money by doing this to thousands of other customers and arbitration clauses keep them protected from class-action lawsuits that would give those people recourse. I would like them to 1) Inform potential customers that their funds may be frozen for reasons that they will not be privy to. 2) Inform potential customers that they may have to provide documents multiple times for reasons they will not be privy to. 3) Inform potential customers and that they may have to explain what they are using their money for and provide receipts. 4) Compensate me in the amount of $500.00 for damages.
Final Business Response /* (4000, 11, 2015/12/03) */
Account restrictions and closures are governed by company policy and individual customer account actions contribute to the ongoing review and adjustment of policy. The sentiments expressed by the customer will also contribute to our future policy decisions.

Initial Business Response /* (1000, 5, 2016/01/22) */
On 01/13/16 the customer filed a dispute claim for $372.95 representing the amount of the 1/13/16 transaction from First Midwest Bank. On 1/22/16 a provisional credit of $372.95 and a credit for $2.50 representing the 1/13/16 ATM service charge...

fee, were applied to the customer account. We will contact the customer with the final decision on the dispute by 3/6/16.
The customer may contact us with any questions at (866) 925-2036.

Initial Business Response /* (1000, 5, 2015/09/15) */
On 8/31/15, our Interactive Voice Response system registered an account closure request. On 9/4/15, we contacted the customer to advise her that her account was closed when a closure request was received during her call on 8/31/15. The customer...

stated that the request was inadvertent and the account was reopened. We consider the issue resolved.

Initial Business Response /* (1000, 5, 2015/05/27) */
We did conduct an investigation. Under Regulation E, we are not required to obtain copies of the receipts in order to complete an investigation.
We provided the facts that we used in arriving at our decision to the consumer.
Initial...

Consumer Rebuttal /* (3000, 7, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This business sent me a decision 2 days after my claim in the letter with the decision it says I can request documents that were used to investigate this matter however I never received anything except a call from a risk specialist telling me since I had my card in my possession I was aware of the fraud charges which is totally incorrect as the other 2 times I had this fraud issue I always had my card but this time I feel as though this company did not investigate as they won't show me proof as they advised I can request when sending the decision I want proof I made these charges as I did NOT and they are allowing a the if to just steal my money and get away with it.
Final Business Response /* (4000, 9, 2015/06/09) */
The facts related to the decision regarding the claim filed, have been mailed.
Final Consumer Response /* (3000, 13, 2015/06/15) */
[redacted]Document Attached[redacted]
My clock in information I work at 5 [redacted] plaza [redacted] floor [redacted] XXXXX portal.ADP.com my username is [redacted] Welcome5 look at my clock in times for 4/20 as bank says I made charges this day it is impossible

On May 22, 2017, the cardholder filed a dispute indicating that three transactions from the merchant WAL-MART and WM SUPERCENTER for $159.48, $152.16, and $165.39 were unauthorized.
On May 23, 2017, we received the cardholder’s written notification.
On May 25, 2017, AccountNow concluded its...

investigation and determined the following:
The cardholder was in possession of the card and claims that there were unauthorized transactions.
There were six previous undisputed transactions with WAL-MART and WM SUPERCENTER since 11/24/2016. The previous undisputed transactions indicate that cardholder has been doing transactions with the merchant prior to the disputed transactions occurring.
The cardholder also checked the account balance via SMS alerts from the confirmed telephone number four times while the disputed transactions occurred.
The disputed transactions posted on 5/19/2017, and these transactions were reported on 5/22/2017. There were transactions done after the disputed transactions posted, even ATM withdrawals, which would have made the card user aware of the account balance.
With the facts available to us, it appears that no error has occurred and the claim was denied.
On May 24, 2017, the cardholder contacted AccountNow and was given a one-time access to her funds with the dispute card.
On May 26, 2017, a final resolution letter was mailed to the cardholder.
On May 30, 2017, the cardholder contacted AccountNow for the status of her dispute.  The agent advised the cardholder that the dispute had been denied.  The cardholder requested a callback from a disputes investigator for further details.
On June 2, 2017, the cardholder contacted AccountNow as she had not received a callback regarding her dispute.  The agent submitted a new request for a callback.
On June 9, 2017, the cardholder contacted AccountNow and indicated that she had a new telephone number.  The agent updated the cardholder‘s telephone number a submitted a request for a callback.
On June 20, 2017, the cardholder contacted AccountNow asn was upset that she had not received a call back from an investigator and requested that the denial decision of her claim be re-reviewed. An investigator re-reviewed the cardholders claim and determined the following:
The disputed transactions occurred at Walmart store #5043 and #1248. The cardholder does have prior transactions with Walmart but not with the disputed Walmart store locations.
There were attempted transactions made on the card at the disputed Walmart store locations but the transactions declined due to reaching the daily spending limits on the card, indicating the user was trying to drain the account.
The cardholder only checked her account balance one time via SMS alerts on 5/18/17 at 6:49PM UTC/12:47PM CST, and that occurred prior to the first disputed transaction at 1:47PM CST.
The cardholder was not checking her balance while the disputed transactions occurred.
The cardholder did use her card at the ATM after the disputed transactions occurred, because the cardholder called into customer service on 5/24/17 and she was given one time access to her funds.
After the re-review we have determined that an error did occur and have issued final credit to the cardholder in the amount of $477.03.
The investigator contacted the cardholder at the telephone number provided to advise of the new resolution, but there was no answer and a voicemail message was left. The cardholder later contacted AccountNow back and the agent advised the cardholder that the dispute credits had posted to the account.
On June 21, 2017, a final credit resolution letter was mailed to the cardholder. The cardholder may contact AccountNow with any remaining questions at [redacted].

Initial Business Response /* (1000, 7, 2015/06/09) */
This claim was resolved with the cardholder on 5/29/15.
Initial Consumer Rebuttal /* (2000, 9, 2015/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It took many phone calls to finally get a response and a...

lot of my spare time. There call center is a joke. Called over 20 times. Was told 20 times someone would call me back within 72 hours. Not one call back. Finally able to talk to someone in corporate risk management who was very helpful and refunded my money after recieving 2 letters saying my claim was denied

Initial Business Response /* (1000, 5, 2016/03/21) */
Customer accounts are subject to verification.
On 3/17/16 we advised the customer that we required a copy of the customer's photo identification and address verification. All documentation must be legible, non-altered and should contain a...

coversheet with the customer name, account number and telephone number to avoid any delay in processing.
On 3/17/16 we received documentation and advised the customer that the photo identification was illegible.
On 3/18/16 we received a clear copy of photo identification and the account restriction was removed. The customer accessed the funds on the account on 3/18/16.

On March 6, 2017, we received a notification from the cardholder indicating that she did not received her February 1, 2017, social security direct deposit in the amount of $735.00.  The cardholder’s direct deposit history shows that a direct deposit posted on 1/26/2017 in the amount of...

$735.00 which would be the cardholder’s February payment
The cardholder’s complaint indicates that she did not receive her SSI benefits for the month of Mach 2017 as well.  The cardholders’s direct deposit history shows that a direct deposit posted on 2/23/2017 in the amount of $735.00 which we be the cardholder’s March payment.
The cardholder has contacted AccountNow on 1/30/2017 and 1/31/2017 regarding how to send money through Money Gram, the agent walked the cardholder through the process.
There have been no additional calls on this account regarding a missing direct deposit.
On April 18, 2017, we reached out to the cardholder regarding the complaint at the telephone number provided there was no answer and a voicemail message was left with a direct telephone number to an agent.  We have no record of any further direct deposits attempting to post or reject since the February 24, 2017 direct deposit.  The cardholder should contact the Social Security Administration to confirm that the deposit was sent to the account.  If the cardholder can provide a trace number of direct deposit in question we will be more than happy to research further. The cardholder may contact AccountNow with any remaining questions at [redacted].

(The consumer indicated he/she DID NOT accept the response from the business.)My daughter and I have provided account now with every documents they have requested, and every time we call them to see if they received it, and to follow up they are asking for the same information. I strongly believe that they are stringing us along because they don't want to give back the money. I am very upset with all of this. I just want my money back, and I will NEVER do business with this company again. Can you please help me to get my money back. Thank you.

Initial Business Response /* (1000, 10, 2015/07/22) */
Upon completion of successful verification the account was reinstated.

On June 5, 2017, the cardholder contacted AccountNow and filed a dispute indicating transactions from MoneyGram and Western Union were unauthorized. Later that day, we received the cardholder’s written notification.
On June 20, 2017, the transactions were submitted for chargeback and the...

merchant’s had until August 7, 2017, to submit a response.
On July 12, 2017, the merchant submitted their response in regards to the unauthorized transactions.
On August 22, 2017, an AccountNow investigator concluded its investigation and determined the following:
On August 22, 2017, we received the following information/documentation from the merchants regarding the disputed transactions: MoneyGram submitted docs verifying the cardholder transferred funds to multiple individuals. The documents verify the cardholder’s name and address.
Western Union submitted documents verifying the cardholder transferred funds to individuals. The documents verify the cardholder’s name, address, and phone number.
We have attached copies of the documents that were submitted by the merchants MoneyGram and Western Union.
Based on the facts available to us, we do not find that an error has occurred.
On August 23, 2017, the dispute final resolution letter was mailed to the cardholder.
The cardholder may contact AccountNow with any remaining questions at [redacted].
 Tell us why here...

Complaint: [redacted]I am rejecting this response because you called me once and left me a voicemail to call customer service with the same response. Can we seriously come up with a solultion. I need to some type of real information. Someone used all of my money and all you can say is call customer service. I need to speak with someone from the dispute team. I need another call back. Thank you. $2,800 is a lot of money to just let slide. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/21) */
A check request was processed on 7/8/15.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept.the damages that occurred from my income being...

held is still effecting my family I have consulted my attorney, this company held my funds with no real reason resulting me being late on my mortgage and light bills in which also resulted in my wife and I obtaining a loan so no I do not ACCEPT.and need further compensation u cant treat people this way with rude customer service and predatory tactics.

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]

On May 5, 2017, AccountNow issued a replacement card for the card ending in [redacted] due to notification of possible compromised card. The card ending in [redacted] would remain active for up to 45 days before automatically closing to allow the cardholder time to receive and activate their replacement card....

An email was sent to the cardholder providing this information.
On June 23, 2017, the card ending in [redacted] was closed as the 45 day timeframe had elapsed. Please note the cardholder had not yet activated the replacement card issued on May 5, 2017.
Later that day, the cardholder contacted AccountNow in regards to the card ending in [redacted] not working. The agent advised of the compromised card and informed the cardholder of the replacement card that was mailed to her on May 5, 2017. The cardholder advised that she had moved and requested to update the address and process a replacement card. The agent informed the cardholder that she would be required to answer security questions in order to process the request. While processing the address update with the agent, the cardholder failed the security questions and verification documents were requested to include a photo identification card, a signed social security card and a utility bill listing her current address.
On June 28, 2017, AccountNow received a submission from the cardholder via the AccountNow upload portal. The cardholder submitted an identification card, a social security receipt and an address document.
Upon receipt of the cardholder’s complaint, on June 30, 2017, reviewed the cardholder’s concern and contacted the cardholder to allow access to her funds and processed an expedited replacement card at no charge to the cardholder. As of today’s date July 26, 2017, the cardholder is actively using the card. The cardholder may contact AccountNow with any remaining questions at [redacted].

Initial Business Response /* (1000, 6, 2015/05/12) */
We reserve the right to verify activity and ask for identity documentation. This is confirmed in the terms and conditions. The first day that we received documentation was on 4/28/15. We were unable to complete the verification based on the...

documentation provided. We explained this to the customer and it was not until 4/30/15 that the appropriate documentation was provided. Verification was completed on 4/30/15 and the suspension on the account was lifted.

Initial Business Response /* (1000, 7, 2015/06/18) */
We will require valid address verification and a legible copy of the photo ID. A third party has sent the only set of documentation received and the photo ID is illegible and the address does not verify. We need a utility bill that is in the...

customer's name so that we can call to verify. If the third party has power of attorney to manage the account, we will require the power of attorney documentation.
Initial Consumer Rebuttal /* (3000, 9, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no need for power of attorney, the customer is requesting this himself. The resident now resides at the Tennessee State Veterans Home at [redacted] XXXXX and all documents were submitted on 12/10/14, in which I have copy of the fax received. HE RESIDES IN A NURSING HOME, SO THERE WILL BE NO UTILITY BILL!!!!!!!!!!!!!!!!!!!!!!!!! You told us once you received this fax, that the his check would be sent in 2 to 3 weeks BECAUSE YOU WERE JUST VERIFYING WHO HE WAS!!!!. None of the documents sent were illegible, you could clearly see his social security number and id on the copy submitted. You are withholding a DISABLED VETERANS money!!!!!!!!!!!!!!!!!!!!!! We will refax the documents sent on 12/10/14 to reverify, but after that no more stalling, please send his money in the amount of $1,410.00! Thank You
Final Business Response /* (4000, 22, 2015/08/26) */
We placed a call to the telephone number provided for the Tennessee State Veterans Home on 8/14/15 and spoke to [redacted], Licensed Master Social Worker. Ms. [redacted] stated that she had the authority to speak on Mr. [redacted]'s behalf. We reviewed the reason for the restriction with Ms. [redacted]; a change of address without verification. Ms. [redacted] provided Mr. [redacted]'s current address as: The Tennessee State Veterans Home, [redacted] XXXXX.
We advised Ms. [redacted] that we had contacted the Nashville Regional Veterans Affairs Office to request guidance and we would provide a status upon receipt from the VA. On 8/17/15, Vicki [redacted] of the Nashville VA office advised AccountNow that the remaining funds of $1443.11 must be returned to the VA. Ms. [redacted] stated she would submit a formal letter requesting return of funds to AccountNow and she will contact Ms. [redacted] and speak to her.
On 8/20/15 Ms. [redacted] advised that she had spoken to Ms. [redacted] and had obtained the customer's address in order to update the VA files. Ms. [redacted] also stated that a letter of indemnification had been sent to AccountNow for the return of the remaining funds. We received the VA letter and removed the funds from Mr. [redacted]'s account for return to the VA.
On 8/21/15, Ms. [redacted] confirmed that she had spoken to Ms. [redacted] and that she had been advised that Mr. [redacted]'s VA records would be updated with his current information and that the funds held by AccountNow had been recalled. Ms. [redacted] stated she was satisfied with the outcome of this complaint and considered the issue resolved.
Final Consumer Response /* (2000, 24, 2015/08/27) */
8-27-15
Sent via email:
[redacted]
Yes Ma'am it has. I spoke with their fraud department rep, [redacted], who was very helpful with resolving this issue. Mr. [redacted] will be receiving his money very soon. I thank you so much for all of your assistance in this matter.

Thanks so much,

[redacted] T. [redacted], LMSW
Tennessee State Veterans Home-Humboldt

Complaint: [redacted]I am rejecting this response because: AccountNow/Green Dot money card was not there all the times I checked my PO Box for my package that never arrived! It still has not arrived! Just because I got a fake tracking number does not mean Iuly sent out my package! Iuly did not send me my item! AccountNow and Iuly falsely claims I received the item! I told the it investigator I could not sign for a make believe fake package since I did not receive it! What the hell is wrong with you [redacted] people! I will continue to give both Iuly and AccountNow/Green Dot money card bad reviews! Give me my [redacted] money back! I hope your companies get shut down! [redacted]!Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/09/03) */
AccountNow reserves the right to verify customer identity, address and transaction activity throughout the history of the account. On 8/20/15, AccountNow required that the customer provide her photo identification, a utility bill and a copy of...

her signed Social Security Card.
On 8/24/15, we received the photo ID and we contacted the customer to request the Social Security card. On 8/25/15, 08/26/15 and 8/27/15 we advised the customer that we still had not received her Social Security card. On 8/28/15, we received the Social Security card and we contacted the customer. The customer advised us that she had cut up her AccountNow Visa card. We reopened the account, updated the address and we generated a replacement Visa card. The card was express shipped to the customer at company expense. The replacement Visa card was activated on 9/1/15.