A Locksmith

Upon receipt of this complaint, as of August 24, 2017, AccountNow has confirmed with our Accounting Department that the ACH deposit for DLN CORPORATE SOLUTOIN in the amount of $150.84 was successfully returned  on August 15, 2017. The trace number of this return is [redacted]. We apologize for any inconvenience Ms. Nesbit may have experienced. The cardholder may contact AccountNow with any remaining questions at [redacted].Tell us why here...

Initial Business Response /* (1000, 8, 2015/12/11) */
On 11/11/15, the customer reported a lost card and requested a replacement be mailed to a new address. The customer was required to answer security questions before the address was updated and the customer failed to answer security questions...

correctly. This security failure caused a restriction to be placed on the customer account.
On 11/12/15, the customer stated that she had lost her card, however she did not want a replacement. She requested that the two paycheck deposits that posted to her account and which belong to a third party, be returned to the third party's employer. We advised the customer that her account no longer held the full amount and that a letter from the Employer written on the employer's company letterhead, describing the deposits, and requesting their return, was required.
On 11/16/15, we advised the customer that no employer letter had been received.
On 11/18/15, the customer called and requested a replacement card. We advised the customer that due to her failure to answer security questions correctly, and her request to change the address on the account, we require a photo ID to verify her identity and a bill if her address was to be updated.
On 11/18/15, we received the customer's photo ID, however no bill was received. The customer stated the card should be mailed to her current address and a card request was processed. The standard delivery timeframe for a replacement card is 5-7 business days.
On 11/20/15, the customer called to request the status of her replacement card and was provided with the estimated delivery timeframe of 11/25/15.
On 11/30/15, the customer called and stated that her card had not been received and requested a replacement card to a different address. We advised the customer that an address change required a bill as verification and the customer refused to provide.
On 12/2/15, the customer called and requested the status of the employer deposit recall letter. We advised the customer that no employer letter had been received.
On 12/2/15, we received a handwritten letter from the paycheck owner requesting return of his paychecks to his employer. We advised the customer that the letter was not sufficient and that we required an employer letter as previously described.
On 12/4/15, we received a handwritten letter from the employer. It did not meet the requirements and we advised the customer that the letter must be on the employer letterhead (stationary).

On 12/8/15 we called the customer at the telephone provided in the complaint. The telephone number is disconnected. The telephone number on the customer account is the same number. We called the Community Center telephone number on the fax coversheet that the customer submitted and we were unable to reach the customer, however we did leave a message for the customer at the Community Center. We were successful in locating a telephone number for the Employer and we described the letter format requirement for the return of their employee deposits.
On 12/9/15, the customer called and requested a replacement card and address change. The customer was advised that an address change required a bill with the new address. The customer provided the bill, the address was updated and a replacement card was processed as an expedited request with a delivery timeframe of 3 days.
On 12/9/15, AccountNow obtained a letter from the employer of the deposit owner requesting return of the paycheck deposits.
On 12/10/15, we credited the customer account at our expense and we then removed the entire balance which represented the two deposits belonging to the third party and returned the two deposits electronically to the third party deposit owner's employer. We advised the employer that the funds would be returned electronically within 3 days.
On 12/10/15, we closed the account.
The customer may contact us at (XXX) XXX-XXXX with any questions.

Initial Business Response /* (1000, 5, 2015/05/27) */
An expedited card was processed on 5/26/15.
Under regulation E, we may conduct an investigation. We have been conducting that investigation according to the timeframes afforded to us under the Regulation.
We expect the investigation to...

complete no later than 5/29/15.

Initial Business Response /* (1000, 7, 2016/02/26) */
On 2/18/16 a review of the customer account was performed and the address listed on the account was identified to be a UPS Store. We called the customer to request the customer provide verification of identity and address. We were unable to...

reach the customer and a message was left requesting the customer contact us at (XXX) XXX-XXXX. On 2/18/16 the customer called AccountNow and we advised the customer that we require clear copies of her photo identification, signed Social Security Card and a current utility bill verifying the customer residence. The customer hung up.
The customer may upload the required documentation to: upload.accountnow.com or the documentation may be faxed to: (XXX) XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 9, 2016/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I disagree, when I ordered this card I used this mailing address [redacted] east [redacted] and it was approved and supposely a card was mailed regular mail without a problem with my address. and besides the expedited card I got that required a signatyre I never got the other one and the postal service can gurantee that it was never shipped by accountnow, just like the expedited card was never shipped because fedex verified that information for a week.. I have an investigation number for US Post Office if you need it. we had a fire and me and my children are in a women's shelter. No mail is delivered to my old address by the post office until we move back in. Which is why I was given this mailing address to use. The red cross paid for my change of address and forwarding service so that sensitive mail like important documents and banking information can be guaranteed delivery. Someone is not being truthful and its a shame they cannot own up to their mistake but you blocked my card that I received at this [redacted] east [redacted] ave mailing address AFTER I started making use of the money on my card. That is unethical and Accountnow violates the terms of use that I signed and agreed to when you approved my account.
Final Business Response /* (4000, 16, 2016/03/25) */
The account has been permanently closed and the remaining funds will be returned to the IRS W&I division. The customer will need to contact the IRS W&I division for additional information. Returned funds may take 6-12 weeks for the IRS to process.
Final Consumer Response /* (4200, 18, 2016/03/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by account now that they can not close my account because the account still has a balance remaining.

On August 10, 2017, the cardholder had a mismatch name deposit in the name of [redacted] post to the account in the amount of $730.00. Due to the deposit being in a name other than the cardholder on file the account was restricted and documentation requested such as a photo identification card...

of the cardholder, a photo identification of the beneficiary of the deposit and a letter signed by the beneficiary indicating that the cardholder is the beneficiary of the payment.
 
Please keep in mind per your terms and conditions under the Direct Deposits Section it states:
 
“We reserve the right to reject or limit transfers via direct deposit in our sole discretion, and may reject or suspend any direct deposit that has identifying information that does not match the identifying information (such as name or Social Security number) that we have on file for you.”
 
On August 15, 2017, AccountNow received the cardholders and the beneficiary’s photo identification card. AccountNow requested for the letter signed by the beneficiary indicating that the cardholder is the beneficiary of the payment.
 
On August 17, 2017, the cardholder contacted AccountNow for an update in regards to the documentation review. The agent advised that we are in need of the letter signed by the beneficiary indicating that the cardholder is the beneficiary of the payment in order to remove the restriction placed on the card.
 
On August 22, 2017, AccountNow has received the letter signed by the beneficiary indicating that the cardholder is the beneficiary of the payment and the account was reinstated.
 
Upon receipt of this complaint, the cardholder is currently using the active account. The cardholder may contact AccountNow with any remaining questions at [redacted].Tell us why here...

Complaint: [redacted]I am rejecting this response because: Due to that erroneous information has been given by AccountNow. No one from AccountNow never attempt to reach me-neither did anyone from Accountnow left me a message, in regards to this matter. I attempt to call AccountNow corporate office and spoken to [redacted] and he also decline to assist me with this matter.
Sincerely,[redacted]

The account has been closed by customer request. The remaining funds may be sent in a check to The customer at the address on file or a new address upon receipt of verification documentation. The remaining funds may also be returned upon receipt of a request for return from the Social Security...

Administration.On 3/11/16 a message was left for the customer. The customer may call us at [redacted]

Initial Business Response /* (1000, 5, 2015/06/18) */
Our records indicate that a call center manager did a three way call with the originator of the deposit and the cardholder. They were advised by the originator that the account number on the account at AccountNow is not the account number that...

they directed the deposit to. We advised Ms. [redacted] that she must work directly with the originator to resolve.
We also advised her where she can obtain the terms related to Get Paid Faster and the fees associated with the account if she no longer had the terms provided with the card.

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. I still feel that they have horrible customer service and use activities that are FRAUD.
Sincerely, [redacted]

Initial Business Response /* (1000, 6, 2015/08/03) */
We have reviewed the call related to the $8.79 hold which was posted on 7/12/15 by NetFlix. During the 07/15/15 call, the customer asked AccountNow to release the hold and the customer service agent described the policy (listed below). The...

customer wanted the hold to be released now and we told her it wasn't possible. The customer requested a supervisor and the call was transferred, however we have no notes that the customer spoke to anyone after that.
We are required to hold funds related to authorizations, to allow the merchant to collect their funds as authorized. For transactions related to Video/Amusement such as NetFlix, the hold may be up to 10 business days. In order to release these funds back to the account, we require a fax directly from the merchant. Merchants must fax the request on their corporate letterhead, with the amount, the specific reason to release the hold and the name and contact information for the merchant. Faxes must be sent to (XXX) XXX-XXXX. All faxes will be verified prior to the release of an authorization hold. Faxes are processed within 24 business hours of receipt. We process faxes throughout the day in the order received.
We apologize if the information the cardholder received during the telephone call was not clear. On 07/22/15, the authorization hold expired and on 7/25/15 the customer performed a transaction bringing the account balance to $0.00.
Initial Consumer Rebuttal /* (2000, 8, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

On August 24, 2017, the cardholder contacted AccountNow and filed a dispute indicating that the transaction from [redacted] in the amount of $251.74 was unauthorized. At that time, the transaction was in a pending authorization stage and dispute is not able to be...

filed until the transaction has settled onto the account.
On August 25, 2017, the transaction from [redacted] in the amount of $251.74 settled to the account and a dispute was filed.
The cardholder expressed concern in regards to the provisional credit that is given during the dispute process. Please refer to your terms and conditions in the section titled “Other Rights & Obligations Regarding Errors, Unauthorized Transfers, Failure to Make Transfers and Preauthorized Payments”:
 
In Case of Errors or Questions About Your Card. Telephone us at [redacted] or the
number on the back of your Card, or write to us at AccountNow Customer Care, [redacted] as soon as you can, if you think an error has occurred in your
Card account. If writing us, a Transaction Dispute Form is available for your convenience
at [redacted]. We must allow you to report an error until 60 days after the
earlier of: (i) the date you electronically accessed your account, provided the error could be
viewed in the electronic history; or (ii) the date we sent the FIRST written history on which the
error appeared. You may request a written history of your transactions at any time by calling
[redacted] or by writing us at Written History Request, AccountNow Customer Care, [redacted]. When notifying us, you will need to tell us: (i) your name
and Card number; (ii) why you believe there is an error, and the dollar amount involved; and (iii)
approximately when the error took place. If you tell us orally, we may require that you send us
your complaint or question in writing within 10 business days. 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.
 
For errors involving new Cards, point-of-sale or foreign initiated transactions, we may take up
to 90 days to investigate your complaint or question. For errors involving new Cards, we may
take up to 20 business days to provisionally credit your Card for the amount you think is in
error. We will tell you the results within three business days after completing our investigation.
If we decide that there was no error, we will send you a written explanation. You may ask for
copies of the documents that we used in our investigation. If you need more information about
our error resolution procedures, call us at [redacted] or the number on the back of your Card or visit [redacted].
 
On August 28, 2017, we received the cardholder’s written notification.
On August 31, 2017, the provisional credit was applied to the cardholder’s account in the amount of $251.74.
As of today’s date September 8, 2017, the chargeback has been submitted to [redacted] in the amount of $251.74. The cardholder may contact AccountNow with any remaining questions at [redacted].Tell us why here...

Initial Business Response /* (1000, 5, 2015/10/05) */
On 9/28/15, we contacted the customer regarding the three authorization holds from Med-View airline; $110.98, $191.33 and $95.92 for a total of: $398.23. The customer stated that the merchant may have obtained his Visa card number from an online...

transaction performed by his son. Authorizations hold funds for future debits, however if the merchant does not process a debit, the funds will be restored.
We advised the customer of the process for an early release of an authorization hold; the merchant may submit an authorization hold release on their company letterhead. The customer stated he understood the limitations. We advised the customer that if the merchant processed debits, AccountNow would file disputes for unauthorized transactions at his request.
The merchant did process debits and the customer initiated disputes against these transactions. We are processing the disputes at this time and will provide the customer with updates.

Initial Business Response /* (1000, 5, 2015/05/04) */
A new card has been received and activated.

The charges described in the complaint are related to a $75.00 authorization which was posted on 3/25/16 and a debit for $18.00 which posted on 3/29/16. Both transactions originated from the Dana Hotel and Spa.
 
The $75.00 authorization expired and the funds were returned to the...

customer’s available balance and a refund for $18.00 from Dana Hotel & Spa was posted to the customer’s account on 4/10/16.
 
On 4/13/16 we reviewed the status of the transactions with the customer. The customer stated she had no remaining concerns at this time and she would close the complaint.

On August 16, 2017, AccountNow received a deposit in the amount of $4,853.83 from IRS TREAS 310. AccountNow temporarily restricted the account requesting for a photo identification card, a social security card and a utility bill listing his current address for further verification.
Later that...

day, AccountNow received a photo identification card, a social security card and a utility bill via our upload portal.
On August 09, 2017 through August 10, 2017, AccountNow experienced an external and internal outage of all programs.  Due to this outage it has caused a few days delay in review of our cardholder’s documentation submitted for review.
On August 22, 2017, AccountNow reviewed the photo identification card, a social security card and a utility bill received and the account was reinstated. We do apologize for any inconvenience this may have cause Mr. [redacted]. The cardholder may contact AccountNow with any remaining questions at [redacted].

Initial Business Response /* (1000, 5, 2015/07/30) */
The customer reports that she is missing deposits from her account. Our research has identified deposits have posted to the account from 4/29/15 through 7/23/15. In order to further research this matter, we require specific information to assist...

the customer including; the deposit Originator, the date and amount of the anticipated deposits, the recipient name (if other than the customer), and the account number and routing number which was provided to the Originator. We tried to reach the customer on 7/27, and as of 7/29 we have not received a return call. We request the customer contact us with the required information.

Initial Business Response /* (1000, 5, 2015/05/05) */
The cardholder was sent a new card. A dispute for three transactions was opened and the investigation into the matter is ongoing. The fees stand as disclosed.
Initial Consumer Rebuttal /* (3000, 14, 2015/05/15) */
The representative told...

me I will be contacted within 72 hrs I have another 48 hrs to go haven't heard back from them yet also requested a transaction summary to be sent to email but representative hasn't sent yet
Final Business Response /* (4000, 16, 2015/05/19) */
We mailed the basis for our decision to the customer on 5/14/15.
Final Consumer Response /* (4200, 18, 2015/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel that the decision was wrongfully decided I've called on several occasions to speak with someone and am told they will. Call me back that they don't see where I have a claim and that they shouldn't make a decision based on not being able to get in contact with me they should try to contact more than once and have s direct extension I can call back I need my money I don't have any to give s way

Initial Business Response /* (1000, 5, 2015/11/23) */
On 10/11/15, the customer called AccountNow to add a second name to her account. The customer account had a $0.00 balance at the time. The customer was advised that a fee was $10.00 was assessed for the manufacture of a Visa card with the second...

cardholder name and that her account must have funds in order to pay the fee.
On 10/13/15, the customer funded the account and called AccountNow and requested that the second name be added to her account and a Visa card for the second name to be created and sent to her. The customer was advised of the $10.00 fee and the 7-10 day timeframe for the Visa card to be delivered. The second name was then added to the account and the fee was assessed.
On 10/29/15, the customer called AccountNow and asked about deposit capabilities for the second cardholder and was advised that the second cardholder could make deposits into the account.
On 10/31/15, the customer called AccountNow and asked for the second customer name to be removed from the account and reported that the second card had never been received. We advised the customer that her account would need to be closed because the card was lost and we offered to send replacement cards. The customer declined the offer and hung up.
On 11/12/15, the customer called AccountNow and requested a refund for the $10.00 fee that was assessed to add a second name and generate a second Visa card and for the $8.00 credit balance on her account. We advised the customer that a credit for the fee could not be provided, however we would issue her a replacement card for the second name. The customer hung up.
On 11/18/15, our review of the 11/12/15 call indicates that we did not clearly advise the customer that her account was restricted due to the lost card. We also failed to clarify that the customer's account was not permanently closed and we did not provide the customer with the option to access her funds.
On 11/18/15 we called the customer at the telephone number provided in the complaint. We were unable to reach the customer and there was no voicemail option. We sent an email to the address provided in the complaint and we have not received a reply.
We request the customer contact us at (XXX) XXX-XXXX in order to make arrangements for her credit balance to be provided to her and to assist her by issuing replacement cards or closing the account.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All you did was send me another card that the funds were not even available on. How was that solving the problem? And no card has EVER COME IN MY HUSBAND'S NAME, still a waste of $10.
Final Business Response /* (4000, 10, 2015/12/03) */
The customer has accessed her credit balance and the account has been closed with a $0.00 balance.
On 12/2/15 a call was placed to the customer at the new telephone number provided to address her complaint rebuttal. We were unable to reach the customer and a message was left requesting the customer contact AccountNow. The customer may call us at (XXX) XXX-XXXX.

On August 25, 2017, AccountNow received a call through our automated system and the card was closed per the options chosen.
On August 30, 2017, the cardholder contacted AccountNow to inquire about the reason for the declined access to our website and the agent advised that on August 25, 2017,...

the card was closed through our automated system. The cardholder advised that she was not the one who called that day to have the card closed.
Based off this information it appears that there are multiple people calling in on the account and the account was permanently closed due to multiple callers. As of today’s date September 7, 2017, there is a zero balance on the account. We do apologize for any inconvenience this may have caused the cardholder. The cardholder may contact AccountNow with any remaining questions at [redacted].Tell us why here...

On May 11, 2017, the cardholder contacted AccountNow and processed a replacement card through the automated system. The automated telephone system advises the cardholders to allow up to 10 business days to receive the replacement card by regular mail. The automated telephone system also provides...

the option to have the card expedited via Federal Express for a $25.00 fee, and to allow up to 3 business days to receive the card. The cardholder chose the option to have the replacement card delivered via regular mail.
 
On May 12, 2017, the cardholder contacted AccountNow inquiring how she could access the funds without a card being in her possession. The agent advised the cardholder that they she will need to wait for the replacement card to arrive and provided the timeframe.
 
On May 15, 2017, the cardholder contacted AccountNow requesting for the card to be expedited. The agent advised the cardholder that the original replacement card ending in [redacted] would need to be closed in order to process the expedited card for a fee of $25.00, and to allow 3 business days to receive the expedited card.  The cardholder agreed to the fee and the agent processed the expedited card.  The cardholder contacted AccountNow later that day advising that they have received the original replacement card ending in [redacted].The cardholder then requested to close down the expedited card and to allow her to activate the replacement card that she received ending in [redacted]. The agent advised the cardholder that that was not possible as it was already closed, and that she would need to wait for the new expedited card that was processed earlier in the day.
 
On May 17, 2017, received and activated the expedited card ending in [redacted].
 
On May 19, 2017, AccountNow reversed the May 25, 2017, $25.00 expedited card fee as a courtesy. The cardholder may contact AccountNow with any remaining questions at [redacted].
 Tell us why here...