A Locksmith

Initial Business Response /* (1000, 5, 2015/08/04) */
On 7/20/15 the customer reported an unauthorized ACH (automated clearing house) debit transaction for $623.67 that posted to her account on 4/6/15. Our policy when we receive a report of an unauthorized ACH transaction, is to close the...

customer account to prevent additional unauthorized transactions. The account was closed on 7/20/15 and we provided the customer with the reason for our policy.
Also on 7/20/15, we opened a dispute to research the unauthorized transaction. On 7/23/15, we reopened the account and the customer removed the remaining funds with the exception of $1.27. We also sent account statements to the customer as she requested.
A review of the disputed $623.67 transaction with the customer identified this debit as a transaction that she had initiated on behalf of her son.
A check for the remaining $1.27 balance on the customer's account has been sent to the customer. Checks may take up to 3 weeks to receive.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never disputed a transaction in that amount. I disputed a transaction in the amount of 353.30 on 7/13/15 and no the one for 30.00 that was also in July. So I have no idea where they are getting the information from butane if they had people who spoke English they would not have these kind of problems. And I called to ask where a transaction was made to and NOT to dispute the charge but when I asked who the merchand was they took hat as an unauthorized charge and closed my account and now I am is missive over 1400 direct deposit and can not pay bills because they closed the account because I inquired about a transaction and told them I did not want account closed and they took it upon themselves to say I was reporting an unauthorized transaction when in fact I was just inquiring about transaction.
Final Business Response /* (4000, 14, 2015/09/04) */
We have no record that shows that the customer has called at any time after 7/23/15. On 8/11/15, a telephone message was left for the customer at (XXX) XXX-XXXX. A direct contact telephone number was provided. We have no record of the customer returning this call. On 8/27/15, a call was placed to the customer at the telephone number; XXX XXX-XXXX. The customer could not be reached and a message with a direct employee telephone number was left for the customer. A second call was placed on 8/27/15 to the customer at the telephone number listed on the AccountNow account; (XXX) XXX-XXXX. That telephone number is disconnected. The customer may also contact us at (XXX) XXX-XXXX.
The customer claim for the $353.30 and $30.00 transactions was denied based upon the facts available to us; the customer provided her account number to the merchant CRAS NBS. The customer did not contact AccountNow prior to 7/20/15 to advise us to block transactions to CRAS NBS.
On 7/28/15, two denial letters were sent to the customer regarding the $353.30 and the $30.00 disputed transactions.
Based upon the facts available to us, denial of the claim stands.
Final Consumer Response /* (4200, 16, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did NOT provide my account number to CRAS and the transaction in NOT in my name and there is NOT anyone else listed as an authorized user on MY account. I authorized a charge from CRAS in February and that is it! I NEVER gave them my account number again and I believe that the first time I used a debit card and NOT an account number and never gave them an account number. I have NEVER received any denial letters or anything in the mail from this company. I do not wish to speak to anyone from this company as they everytime I call I get someone that speaks broken English and I have no wish to speak to someone that can't spell English. That I believe was the problem I. The first place.

Complaint: [redacted]I am rejecting this response because:
Company did finally refund the dispute amount to my account on 8-31-17,however, they turned around and charged me a $9.99 service fee on 9-4-17. I called the company letting them know that that was money that should have been in my account the third week of August,and I was not going to use  the account until I spent my money  that was owed to me- so, technically, they only refunded the amount of $241.00.  I spoke with an agent and a supervisor who told me that the fee was automatically generated by the system,and since I had used the card in August-the fee could not be refunded. I tried to explain to them that that was money that should have been in my account ANYWAY, and since no more deposits were going to hit that account due to the fraud for the month of September,that was money that was owed to me and should not have went towards any "service  fee." I was advised to spend the $2.00 and some odd cents to bring the account to a zero balance after I notified them that I wanted to close out the account. I have indeed spent the meager $2,but have no closed the account as of date, because I am anxious to see the final decision of their dispute. I am confident that someone within that organization utilized and/or sold my card information. I am very careful about making purchases online ,and not even my employer knew EXACTLY when my funds were going to hit that account.  Then,to get hit with a service fee after what I went through,and no willingness to work with the issue, only inflames my suspicions of the practices of this business. Sincerely,[redacted]

On March 23, 2017, the cardholder contacted AccountNow several times regarding a pending transaction from the merchant PAYPAL [redacted] in the amount of $1,235.80.  The cardholder indicated that the merchant was to cancel the transaction and issue a refund.  The agent advised the...

cardholder that the transaction was an authorization hold and had not yet posted and in order for the transaction to be released, the merchant would need to send an authorization hold release letter.  The Customer Care Research department received a fax from Pay Pal regarding the transaction in the amount of $1,235.80, however the fax indicated that a refund was processed on 3/23/17, therefore the hold was unable to released and the cardholder must wait for refund that was processed to post.
The cardholder requested that a three way call be made with the merchant. The Customer Care agent called PayPal with the cardholder on the line and spoke with a PayPal Supervisor.  The Supervisor did verify that the hold in the amount of $1,235.80 would not be collected and the AccountNow Customer Care agent released the hold.
 
On March 24, 2017, the transaction from PayPal in the amount of $1235.80 did post to the account as well as the refund posted to offset the debit. The cardholder may contact AccountNow with any remaining questions at [redacted].

Initial Business Response /* (1000, 5, 2015/08/06) */
We received a written notice from the customer on 06/23/15 related to unauthorized transactions totaling $407.29. We show that the customer received a $100.00 credit for one of the disputed transactions on 4/25/15.
On the written notice, the...

customer stated that he has possession of his AccountNow Visa card. For the transaction related to the White Sox vs A's baseball game on April 13, 2015, our research with the merchant "Tickets" confirmed the name and address in the merchant records match what we have for the customer.
We show the customer's confirmed telephone number accessed the AccountNow account to review transactions and check the balance on April 15, 2015. The disputed transaction with the merchant had already occurred by this time. We also captured an IP address which was used to access the account a total of 25 times during the period while the disputed transactions occurred.
Based upon the facts available to us, we have denied the claim.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
fIRST OF ALL I DID MOT PURCHASE ANY TICKETS FOR THE A'S GAME AT NO TIME EVER, WHAT ADDRESS WHERE THE TICKETS SENT TO/ I DID NOT MAKE CHARGES THAT I AM CLAIMING TO BE UNAUTHORIZED.
WHAT HAPPENED TO THE OTHER $50.00 THAT WAS SENT TO YOU AS A CREDIT REFUNDED FOR ONE OF THE UNAUTHORIZED CHARGES.
IT DOESN'T MATTER HOW MANY TIMES YOU MAY RECEIVED A CALL NOR HOW MANY TIMES IVE LOGGED ONTO THE ACCOUNT ITS PROBABLY BEEN TO SEE THE STATUS,
I WANT THE MONEY THAT BELONGS TO ME, SEND ME THE DOCUMENTS YOU CLAIM TI GAVE THAT YOU USED IN MAKING YOUR DECISION,
I HAVE ALREADY ASKED THAT THE CLAIM BE REOPENED AND REINVESTIGATED. WHAT YOU DO MUST BE ILLEGAL.
Final Business Response /* (4000, 11, 2015/08/27) */
On 8/25/15, credits of $338.65 were applied to the customer account and telephone messages were left for the customer.
The customer may contact us at (XXX) XXX-XXXX.
Final Consumer Response /* (2000, 13, 2015/08/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/12/02) */
On 12/2/15 we spoke to the customer and together we reviewed the description of Surcharge Free ATMs that is listed on the AccountNow.com website. Included in the ATM location description is a tab labeled Learn More. The Learn More content...

provides the surcharge free description; "Surcharge-Free" means no ATM owner fee will be charged on ATM withdrawals. ATM withdrawal fee under your Cardholder Agreement still applies".

We advised the customer that an alternative transaction to avoid ATM fees is the Purchase-cashback transaction.
The customer stated he was satisfied with the information being provided and considered the issue resolved.

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. Thank you!Sincerely, [redacted]

On February 23, 2017, the cardholder received an ACH deposit in the amount of $6900.00.  The cardholder contacted AccountNow due to her current card was expired. While verifying the cardholders address the cardholder failed the security questions and verification documents were requested to...

include a copy of a photo identification card and a utility bill. 
 
On February 27, 2017, we reviewed the cardholder’s photo identification card, the front of the expired card and partial address document. We requested the cardholder provide a utility bill.
 
On February 28, 2017, the cardholder contacted AccountNow to follow up on her documents and was advised that a utility bill was still needed.  The cardholder was advised of the review timeframes. 
 
On March 3, 2017, we reviewed the photo identification card, the front of the expired card and a portion of a bill. We requested the cardholder provide a full utility bill. The cardholder contacted AccountNow for follow-up of the document review and was advised to send in a full utility bill.  The cardholder requested the card be expedited once the review was complete.
 
On March 9, 2017, we received the cardholder’s photo identification card, the front of the expired, a full utility bill and a court document.  The restriction was removed from the account and an expedited card was issued.
 
On March 13, 2017, the cardholder received and activated the expedited card and the account is actively in use.
The cardholder may contact AccountNow with any remaining questions at [redacted].

Initial Business Response /* (1000, 9, 2015/07/16) */
Received business response via email on 7/15/15:
On 5/31/15, the customer reported her card was lost. A replacement card was generated, however due to a processing error, the card was not sent. On 6/5/15, the customer address was verified and...

a second replacement card was generated. The customer was advised that the card would be express mailed however due to a processing error, this card was mailed first class mail on 6/8/15. On 6/15/15, the customer reported that it had been received. During a call with the customer, she stated that due to the inability to access her funds, she was late on her rent payment and was assessed a late fee. The customer stated she will provide a receipt displaying the fee and we will review for reimbursement.
Thank you
[redacted]
Compliance and Risk Development Manager
Initial Consumer Rebuttal /* (2000, 11, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/05/04) */
On 4/20/15 we were advised that the customer could provide address verification from the postal service. To date we have not received the verification. If the verification cannot be provided, we can return the funds to the sender for...

additional verification.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have sent my address verification to the business three times already. And the keep telling me I haven't sent them it. I've sent pictures of my Identification Card, Social Security Card, and letters adressed to me at this address. I don't understand what else they want as verification.
Final Business Response /* (4000, 9, 2015/05/19) */
The necessary documentation was provided and a card replaced on 5/8/15. The new card has been received and activated by the customer.

Complaint: [redacted]I am rejecting this response because: I know for a fact that I did not make these transactions. They said that my spending pattern was justified as far as the transactions in the dispute. I understand about the one near by in Encino where I pick up my kids from school, but how do they know somebody other than me used it there to make sure it worked, and if they are going by my spending patterns, where do the ones in Anaheim come into play, never have been there or even near there to use my atm card. They also mentioned something about ip address, what does that got to do with the disputed transactions, if somebody was checking my balance via atm in Anaheim and that is why there was a charge each time they checked the balance. Also why would I check to see if I had any pending deposits if I know when I get paid and when they are deposited, but those who compromised my account would be the ones checking since they did not know when the funds would be available. They basically made me feel like I was the criminal and the next step would be to file a police report and for them to see what additional information they can find out. Im not the richest person in the world but at the same time I can not go thru the follow up work because I honestly don't have the time.
If the company is not taking my word that I did not make those transactions in dispute then that is a company I no longer do business with.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/21) */
The card has been closed and check requested for the balance on the card. The check will be mailed to the address on the account.

Initial Business Response /* (1000, 6, 2015/05/12) */
We did conduct and investigation. We issued provisional credit while we conducted the investigation with the dispensing bank. The bank that owns the ATM notified us that the funds were dispensed and that the ATM was in balance. Therefore we...

sent notification to the customer that we would be reversing the provisional credit issued.
On 4/27/15 we mailed the documentation provided to us by the dispensing bank that advised us that their terminal was in balance and that funds were dispensed.
We acted based on information provided to us from our investigation.
Initial Consumer Rebuttal /* (3000, 8, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to the reviews on AccountNow they are known for ripping off their customers and I will not stand to be another victim. They obviously did not complete a thorough investigation...please see case # XXXXXXXX.
I have uploaded the letter from the ATM owner(First Convenience Bank) who states in their letter to me and to you(Revdex.com)that they notified AccountNow and advised them that there was a dispense error on March 13th and submitted a reversal transaction that same day through their processor to AccountNow showing the correct debit amount $123.50.

With that said...I am not sure why AccountNow stated the ATM owner would have advised otherwise.
I presume they didn't expect for me to reach out to the ATM owner, must have expected me to take their word.
The document attached is proof of the error and proof that AccountNow are thieves. I am expecting an immediate deposit of $280.00, as that is what is owed to me.

I do not know what kind of sick joke this is, but I work very hard for my money and I do not appreciate being a victim of theft by any financial instution and especially one that I once trusted with my income.
If this is not resolved immediately, I will seek to file criminal charges, as well seek legal counsel to begin a class action suit against this company's common practice of improperly manipulating their customer's accounts to obviously fill their pockets.
Final Business Response /* (4000, 11, 2015/05/19) */
AccountNow would have expected that the customer would contact the ATM owner if in fact she still believed that there was an error. We have taken the action based on the documentation that the ATM owner provided to us, which is what we are required to do.
We will now take the letter with the contact information and call the person who drafted the letter and provide the documentation they provided to us and determine why there has been inconsistent documentation provided.
If there was a reversal provided to us, we would have credited it back to the account. Had we had the reversal on the day that the merchant indicated it was granted, which was on March 13, 2015, we would not have had reason to grant a provisional credit on March 30, 2015. We granted the provisional credit while we continued our investigation with the ATM owner.
Based on the new information provided, we will reopen the investigation and contact the sender of the letter and provide additional information as soon as we have spoken to her.

Initial Business Response /* (1000, 5, 2015/06/09) */
The hold policy was explained to the cardholder and the following policy is provided on the AccountNow website:
"Why do I have a hold on my account balance after purchasing gas?
If you purchase gasoline using a credit transaction some gas...

stations may place a hold on your account for approximately $126 or more which may limit access to your account balance for up to 5 business days.
To avoid such holds, we recommend that you purchase gas using a debit transaction. Simply swipe your card at the pump or take your card inside to the cashier and use your card and PIN to pay for the gas using a debit transaction."

On April 28, 2017, the cardholder contacted AccountNow and filed a dispute indicating there were unauthorized transactions on her account. The agent filed the dispute and issued a replacement card. The agent advised the cardholder to provide written notification regarding the dispute. Later that...

day the cardholder submitted her written notification.
On May 2, 2017, an AccountNow investigator concluded its investigation and determined the following:
The cardholder is in possession of the card.
The dispute was filed for transactions on April 20, 2017, with THE GENERAL for $468.00 and ATM transaction at DAVENPORT-F.C LVD DAVENPORT FL for $503.00.
There were 8 previous undisputed ATM transactions at DAVENPORT-F.C LVD DAVENPORT FL since January 13, 2017 and 3 of those transactions were for $503.00.
The disputed ATM transaction was PIN-based and there were no PIN failures.
There was a POS-90 transaction at CITY OF DAVENPORT GOV for $206.00 on April 20, 2017 and 15 minutes after the disputed ATM transaction at DAVENPORT-F.C LVD DAVENPORT FL at 07:32 CST.
With the facts available to us, it appears that no error has occurred.
On May 4, 2017, the dispute final resolution letter was mailed to the cardholder.
On May 5, 2017, the cardholder contacted AccountNow regarding the dispute denial, and the agent submitted a callback request to provide further details.
On June 8, 2017, an AccountNow investigator reached out to the cardholder at the telephone number provided and advised the cardholder of the dispute denial reasons. The cardholder may contact AccountNow with any remaining questions at [redacted]

Complaint: [redacted]I am rejecting this response because: When I attempt to justify this matter to the AccountNow  Representative she was a smarty pants toward me. She said in a rude way that (Quote:) AccountNow ain't going to give you not anything. AccountNow knows that they made a erroneous error and declining to acknowledge that the error were on their end. Like I said previously I would like for AccountNow to credit me a refund in the amount of $60.00 dollars. Due to their vunprofessionalism this cause me to not be entered into a low interest program with GC services.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/06) */
On 12/15/15 the customer reported a non-dispense ATM transaction. On 12/27/15 the merchant provided a credit of $102.50. AccountNow applied the credit to the customer's account on 12/27/15 and the customer has accessed the funds.
On 1/6/16...

a message was left for the customer at the telephone number provided in the complaint. The customer may contact us with any remaining questions at (XXX) XXX-XXXX.

Complaint: [redacted]I am rejecting this response because: I wasn't given 30 days and I wasn't contacted and informed that my account was closed. I think I should get a better explanation that that!!! Further more I feel that it's very unprofessional and not the way to conduct business with your customers..especially when account now has been my financial institution for over 5 years! What happened to customer service common courtesy letting the customer what's going on ?? Me being left out not knowing what went on with my account put me and my family in a unfortunate and avoidable situation.. which could have been prevented with a simple call , text message or email! I just don't understand how your company can call and email me about things that don't matter but can't do the same when it's something serious as my account closing! Ridiculous!Sincerely,[redacted]

On June 19, 2017, AccountNow issued a replacement card for card ending in [redacted] due to notification of possible compromised card. The card ending in [redacted] would remain active for up to 45 days. Once the replacement card is received by the cardholder it should have been activated which would cause...

for the old card ending in [redacted] to close.
On August 21, 2017, the card ending in [redacted] was closed due to the new replacement card was mailed 45 days ago, the customer must activate and use the new replacement card.
On August 31, 2017, the cardholder contacted AccountNow in regards to the card not working. The agent advised of the compromised card and a replacement card was mailed on June 19, 2017. The cardholder advised that she moved and needed to update the address on file to have a new replacement card mailed out. The cardholder passed the verification questions and the address was updated and the card was expedited to the cardholder. The agent also provided the cardholder one time access to the funds on the account.
As of September 5, 2017, the cardholder has been actively using the funds. As a courtesy for the inconvenience the cardholder may have received, we have reversed the monthly membership fee of $9.95. The cardholder may contact AccountNow with any remaining questions at [redacted].

Initial Business Response /* (1000, 5, 2016/01/29) */
On 1/21/16 the customer account received a new deposit and we restricted the account for verification. This deposit was a Veterans Affairs Federal benefit and considered high-risk.
On 1/28/16 we reviewed the documentation that the customer...

provided and we removed the restriction. We called the customer and explained the reason for the restriction and verification requirement. As a one-time courtesy credit. We will also provide the customer with replacement cards at no cost.
The customer stated that she was satisfied with the resolution to her complaint.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although it was a nightmare, I accept because the issue was resolved within one phone call from someone who was calling from the states. Everyone else from the call center won't call you back and is basically useless. Nonetheless, thanks for unfreezing our account.

Initial Business Response /* (1000, 5, 2015/06/10) */
We are waiting on appropriate documentation to verify the identity of the owner of the account.
Initial Consumer Rebuttal /* (3000, 11, 2015/07/08) */
Tired of sending personal information to these people and get no results
For four months...

now ive been fighting with these people for my money and have sent multiple documents
Just want my money relesed so I can be done with them
Final Business Response /* (4000, 15, 2015/07/21) */
A check in the amount of $340.57 has been mailed to the customer.