A Locksmith

On March 31, 2017, the cardholder contacted AccountNow several times regarding an ACH direct deposit from SOI EXTERNAL P/R in the amount of $263.08 that he was expecting to post. The agent advised the cardholder that there was no notification of the direct deposit. 
On April 1, 2017, the...

cardholder contacted AccountNow to inquire about an ACH direct deposit from SOI EXTERNAL P/R in the amount of $263.08 that he was expecting to post on March 31, 2017.  The cardholder was escalated and the agent advised that they would put in a request for a callback.
 
On April 3, 2017, the cardholder’s direct deposit in the amount of $263.08 posted to the cardholders account.  An AccountNow agent contacted the cardholder at the telephone number provided to advise that the direct deposit posted and that the initial $9.95 Monthly Service charge would be reversed as a courtesy.
On April 5, 2017, upon review of the complaint we have issued an additional $25.00 courtesy credit for any inconvenience the cardholder may have experienced. The cardholder may contact AccountNow with any remaining questions at [redacted].
 
 
 Tell us why here...

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is NOT entirely satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/08/17) */
During an 8/7/15 telephone conversation, Mr. [redacted] stated that Global Cash Card advised him that an [redacted] had accessed his Global Cash Card account and transferred funds to an AccountNow account. Mr. [redacted] stated that he knew...

Ms. [redacted] through a Facebook connection, however he did not authorize her to access his Global Cash Card account or transfer funds. Mr. [redacted] stated he has filed a police report with the [redacted],[redacted] Police Department. The report number is; XXXXXXXXXXXX. The officer who took the report is; Sgt. [redacted], badge number XXXXX. Mr. [redacted] was advised that there are no funds remaining at AccountNow and that AccountNow will cooperate with Law Enforcement upon receipt of a subpoena for records.
The AccountNow law enforcement contact information is:
Custodian of Records
AccountNow
PO Box 1966
San Ramon, California XXXXX
Tel # (XXX) XXX-XXXX
Fax # (XXX) XXX-XXXX

On June 22, 2017, the cardholder contacted AccountNow Green Dot regarding two transactions from Dollar General, indicating that they were unauthorized. At the time of the call the transactions were still pending and had not posted to the account.  The agent advised the cardholder that the...

card would need to be replaced due to the claim of unauthorized transactions, and if the transactions did post to the account then a dispute could be filed.
On June 23, 2017, the cardholder contacted AccountNow Green Dot to file a dispute, the agent advised that the two transactions in question were still pending and had not posted to the account.
On June 24, 2017, the two pending transactions with Dollar General posted to the cardholders account in the amount of $408.60 and $411.39. The cardholder contacted AccountNow Green Dot and filed the dispute for the two transactions. The cardholder will also need to provide written notification of the dispute to the upload portal at upload.accountnow.com or via fax [redacted]. Per the cardholder agreement in case of errors on your card the following will occur:
We will determine whether an error occurred within 10 business days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to 45 days to investigate your complaint or question. If we decide to do this, we will provide a credit to your Card within 10 business days for the amount you think is in error, so that you will have the use of the value during the time it takes us to complete the investigation. If we ask you to put your complaint or question in writing and we do not receive it within 10 business days, we may not credit the Card.
 
The cardholder may contact AccountNow with any remaining questions at ([redacted].Tell us why here...

Initial Business Response /* (1000, 13, 2015/07/21) */
Our records do not show that any funds have been placed on the card. To process the request further and to ensure that we have the correct account, we will require a card number.
A call was attempted to the consumer but the consumer keeps...

hanging up. He will need to contact our offices with the card number to provide additional assistance.
Initial Consumer Rebuttal /* (3000, 17, 2015/07/22) */
7-22-15
Sent via email:
my name is [redacted] I tried to contact you after you reaplyed to my tex to you about being took for 29dollars by the company you work for I was going to use youre card for my medications there was nothing in the envelope that said anything about a 28 dollar fee for using that card I purchased a pack of smoaks and a soda that was a expensive pack of cigs dont you think. would you allow this to happen to you. all I want is my money that was all I had to get my medications with
I just need my money back ill get money orders and mail it I cant afford youre credit card or any of youre help thank you for youre help . my email acct is [redacted]@gmail.com. [redacted]
Final Business Response /* (4000, 20, 2015/08/04) */
This complaint is unclear. We show that the customer's account was opened on 4/21/15 and that the account has been funded and transactions have occurred. The last transaction was a purchase which occurred on 7/22/15. We attempted to reach the customer at the telephone number provided in the complaint on 8/4/15 and there was no answer. We were unable to leave a message as the mailbox was full. We were able to leave a message with a third party on 8/4/15 who answered the telephone number listed on the customer's account. We request that the customer contact us and provide additional information regarding his complaint. Our customer service telephone number is (XXX) XXX-XXXX.

On January 26, 2017, the cardholder contacted AccountNow regarding a hold on her account in the amount of $309.96 from the merchant [redacted].   The agent advised the cardholder of the hold release date 02/01/2017. The cardholder requested that the hold be released sooner and the agent...

advised the cardholder to provide a hold release letter from the merchant and advised the cardholder of the fax number to send the letter.
 
On January 27, 2017, AccountNow received a fax from the [redacted] requesting a partial hold release in the amount of$154.98 from the $309.96 transaction, but we are unable to release partial amounts. The cardholder contacted AccountNow for a follow-up on the hold release letter and was advised a letter was received but only for a partial amount and that we were unable to release partial funds.
 
On February 1, 2017, the cardholder contacted AccountNow regarding the hold, the agent advised the cardholder if the merchant does not collect on the transaction the funds are due to release back into the account at midnight on 2/1/2017.  The agent advised the cardholder to check back on 02/02/17 for the status.
 
On February 2, 2017, the hold in the amount of $309.96 released back into the cardholder’s account and the cardholder has been actively using the funds. The cardholder may contact AccountNow with any remaining questions at [redacted].

Initial Business Response /* (1000, 11, 2015/07/22) */
The card was mailed on 6/12/15. Our records indicate that it was activated on 6/19/15. Mail receipt timeframes are contingent upon delivery by the USPS. The agents were providing an estimated time frame for receipt.

Final Consumer Response /* (2000, 6, 2016/02/01) */
Got the card today and everything was fixed. Still upset about how long I had to wait but I'm glad everything is settled

On September 6, 2017, the cardholder expressed concern in regards to the monthly maintenance fee on her account.  Please note that the cardholder agreement that was mailed to the cardholder when the account first opened, advises the cardholder of our fee’s that are associated with her AccountNow/Green Dot card. 
 
The dispute for [redacted] in the amount of $251.74, is currently in chargeback process and the merchant has until November 2, 2017, to respond to AccountNow. As a courtesy, AccountNow has credited the cardholder the monthly maintenance fee of $9.95 on September 19, 2017. The cardholder may contact AccountNow with any remaining questions at [redacted].

Initial Business Response /* (1000, 5, 2015/08/13) */
While the fee is valid and the delay was due to the customer not providing a correct address, we have reversed the $25.00 expedite fee as a one-time courtesy.
On 8/13/15, we called the customer at the number on file and in the Revdex.com complaint...

to convey the credit. The customer may contact us at (XXX) XXX-XXXX.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The complaint was completely valid since I did provide them with a correct address. The card was never delivered initially, however I do appreciate the fee being reversed.

Initial Business Response /* (1000, 5, 2015/06/18) */
The verification was completed on 6/15/15 and a new card mailed. Funds from the card were transferred to a card that the customer recently received, pending receipt of the replaced card.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/21)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
As of today 6/21/2015 I have not received my new card. Every time I have Account NOW Transfer money into a different account it costs me $9.95. So the issue still isn't resolved.
Final Business Response /* (4000, 11, 2015/07/13) */
The card was received and activated on 6/30/15.
Final Consumer Response /* (2000, 13, 2015/07/14) */
7-13-15
Sent via email:
[redacted]
Yes it was resolved when I finally got a hold of the Vice President of Marketing

Complaint: [redacted]I am rejecting this response because:they told if the utility company sent over a fax I would be able to receive my money in 24 hours . they did and it stated the full amount not partial I have proof and they even spoke to a representative directly , I can obtain her statement but they still made me wait causing me to fall behind on bills . they even had me upload the proof to the website then told me the website didn't work 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/07) */
The customer account was restricted when the customer reported unauthorized charges. In these circumstances, our policy is to block the existing card from further use and to mail a replacement card to the address on file. If the caller...

requests that the replacement card be sent to a new address, we ask verification questions to validate the customer identity.
Our research has determined that the caller failed to answer the questions correctly. In order to safeguard the customer's account, our policy is to request documentation to verify the customer. On 8/4/15, customer documentation was approved.
We apologize that the customer's account was restricted during the time we worked with her to obtain valid documentation. A replacement card was sent to the customer via express delivery on 8/5/15, with no fee assessed.The card was activated on 8/7/15 and the account is active.

On July 3, 2017, the cardholder contacted AccountNow and filed a dispute indicating transactions were unauthorized. The agent informed the cardholder that she would be required to answer security questions in order to process the replacement card. While processing, the cardholder failed the...

security questions and verification documents were requested to include a photo identification card and a utility bill listing her current address.
On July 18, 2017, the cardholder contacted AccountNow to inquire about the replacement card, the agent advised the cardholder that she failed the security questions and verification documents were requested to include a photo identification card and a utility bill listing her current address in order for us to replace the card.
Upon receipt of this complaint August 10, 2017, we have not received any documentation requested from the cardholder. We have attempted to contact the cardholder at the telephone number provided and there was not a response. As a courtesy, AccountNow has provided a credit for the monthly maintenance fee of $9.95.  The account will remain closed per the cardholder’s request and an expedited check will be sent to the address on file for a total amount of $116.12. Please allow up to 3 business days to receive the expedited check. The cardholder may contact AccountNow with any remaining questions at [redacted]Tell us why here...

Initial Business Response /* (1000, 5, 2015/06/22) */
There is one $9.95 fee that has been charged. The fee has been credited. If the customer wants to send the disconnect notice and the invoice showing the reconnect fee, we will review the documentation to see if any reimbursement is due.
The...

documentation must be the original documentation provided by the carrier and can be faxed to XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept & I hope they honor there word .

Initial Business Response /* (1000, 5, 2015/06/22) */
The card is not a Visa Gift Card. The card is a Visa prepaid reloadable card. The fees applied to the card were billed as intended.

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]
They did their job and for that iIl say thank you!

(The consumer indicated he/she DID NOT accept the response from the business.)I deposited my elderly friend's income tax refund of $36.00 into my account, which I do every year for him, not necessarily in this account. He does not have a bank account, that is why. I put him on the phone and he validated this and his address on the check. I was not told me account was closed until I called days after 2/10/16 to see what was going on with my account. When I saw on the [redacted] website that my refund of $6775 was deposited into my account, I contacted Account Now. His refund of $36 was mailed to him not five days later, after a phone conversation, he even offered to fax his documents and a letter giving me permission to deposit it. They didn't even want it. I faxed a copy of my driver's license, social security card and two bills with my address, per their request.I was told it was cleared and they would release all of my funds to me. The $19 check was to come directly from them and my tax refund of $6775 was to returned to the [redacted] on 2/10/16. This is incorrect.I still have not received my money and the [redacted] shows no record of it going back to them. The [redacted] said they should have received it a long time ago,if the bank said that they returned it on 2/10/16, The [redacted] put a trace on my refund this past Monday, 3/28/16.They told me it could now take another five to six weeks since the AccountNow bank has not released my tax refund, to them, for me to receive it, in a paper check from the [redacted].

On July 01, 2017, the cardholder contacted AccountNow regarding a hold on his account in the amount of $69.96 from the merchant BULBHEAD *ATOMICBEAM.   The agent advised the cardholder of the hold release date 07/12/2017. The cardholder requested that the hold be released sooner and the...

agent advised the cardholder to provide a hold release letter from the merchant and advised the cardholder of the fax number to send the letter.
On July 03, 2017, the cardholder contacted AccountNow for a follow-up on the hold release letter and was advised that we have not received the letter from the merchant and to contact them.
 
As of July 10, 2017, AccountNow has not received the hold release letter from the merchant BULBHEAD *ATOMICBEAM. The cardholder may contact AccountNow with any remaining questions at [redacted].Tell us why here...

Complaint: [redacted]I am rejecting this response because: I did not take My own or had somebody to. I will  proceed until I am satisfied with the results of My money being returned. Check the Times I can't be in two places at one time Sincerely,[redacted]