A Locksmith

Initial Business Response /* (1000, 8, 2015/08/11) */
AccountNow fees are disclosed under the Card Fees portion of the AccountNow website. This customer has opened a total of four accounts, beginning with an account opened on 8/25/14. Our research shows that only one of the four accounts was...

assessed a fee. This $9.95 fee was applied when one of the four account's became active and a deposit posted to the account on 7/22/15.
On 7/24/15 the customer requested a waiver of the fee. We advised the customer that the fee was valid based upon the activity and we provided a description of the benefits associated with the account.
On 8/6/15, we called the customer to discuss the status of her accounts. We were unable to reach the customer and we left a message. On 8/7/15, a one time courtesy credit of $9.95 was applied to the customer's account. The customer has not called back, however a merchant transaction was performed on 8/10/15, debiting the account for $1.05.
Future fees will apply based upon the account fee structure as long as the account's remain open. The customer may close the accounts to avoid future fees.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel that account now should refund me the 9.95 and they should close my account on top of it I am tried of there dishonesty to there customers
Final Business Response /* (4000, 12, 2015/08/25) */
The customer's complaint was resolved when the fee was credited on 8/7/15. We placed calls and left messages for the customer on 8/6/15 and 8/13/15 and the customer has not returned either call.

Initial Business Response /* (1000, 5, 2015/04/16) */
We are in the process of pulling the calls to look into the matter reported by the consumer.
The service fee to mail a card expedited is $25, the consumer opted to have the card mailed regular mail and our records indicate that the card has...

been received and activated.
We will research the call matter and address accordingly.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have taken absolutely no action to resolve the matter and their bad customer service. Opting out of paying 25.00 for a 3-4 day delivery or paying nothing for a 5-7 day delivery wasn't much of difference therefore I chose the regular mail. This was an issue that should have been resolved by management instead of having me wait forever with no one ever coming to the line. This was a lack of customer service which will be addressed by my deposits until some resolution comes about.
Final Business Response /* (4000, 9, 2015/04/30) */
We apologize that the customer is not happy with the service provided. We can assure the customer that we take each complaint seriously and work to address any service issues.
Final Consumer Response /* (4200, 11, 2015/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This organization tries to make money off the bad luck of its customers. To charge for the card to be mailed express, due to no fault of the consumer is ridiculous and unimaginable that they would subject their customers to such a charge plus knowing that their are people out there that the service charges on those cards were lony on that card as it holds all their money which the surely gain interest on the longer they keep it. An incident happened last payday that they did not pay early as they advertise but more so at will. After these people hat went to take money out of gte account on their usual day found out it was not their, and they got a dollar charge for insufficient transaction, I wonder how much they made from those charges alone. Disgusting behavior on leaderships \art. And, the response I got previously said they will look into the phone all an time yet there was no mention of it in their final response. YES Account now you really work on customer service issues by ignoring them.

Initial Business Response /* (1000, 5, 2015/04/14) */
4-13-15
Sent via email:
A manger spoke to her today and tried to grant her access. She could not get to the ATM in time so the account was closed again. I just spoke to her and reinstated it for the evening but in all likelihood the...

system will close it again.
We were notified by Visa over 60 days ago that her card number was potentially compromised. We sent her a new card and an email telling her that a new card was on its way. As it turns out, we had an outdated address and an email address for her, so when the card was systemically closed she was unaware.
This measure was taken as a precaution and we attempted notification.
The agent did attempt to assist her when she called. They offered to replace the card to the new address but that required ID verification. They offered her challenge questions and she failed. Therefore we required address verification documents.
When I spoke to her a few minutes ago, she advised me that she provided those documents today. I just checked with the manager that spoke to her earlier and we do not see that we have the documents. I have asked that another call be placed to her. We cannot fully resolve this matter without the address verification documentation.
Thanks.
[redacted]
AccountNow, Inc.

Initial Business Response /* (1000, 5, 2015/12/14) */
The customer requested a change of address and was presented with security questions to verify his identity. The customer failed to answer the questions correctly and a restriction was placed on the account. We advised the customer that due to...

the failure, a valid photo Identification and proof of address was required in order to verify identity. The customer provided an expired Driver's License and a utility bill. The address on the customer account, on the Driver's License and on the bill are all different.
On 12/9/15, the customer stated that he does not have a non-expired photo ID. The customer provided an alternate form of verification and a check for the remaining balance on the account was sent to him. We advised the customer that his account would have to be closed until a non-expired photo ID is provided.

Initial Business Response /* (1000, 5, 2015/08/07) */
Our research has determined that a caller to the account was unable to correctly answer customer verification questions. This caused a security concern and our policy is to request documentation to verify the customer's identity and address. The...

customer has stated that he will not provide the documentation and has requested that the account be closed and his remaining balance be provided to him. On 8/6/15, a voicemail message was left for the customer at the telephone number listed on the account and listed on the complaint. We request that the customer contact us to arrange for the remaining funds to be provided to him. Our telephone number is: (XXX) XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response due to me attempting to call "[redacted]" on several occasions and leaving messages. He has not returned my calls. This guy named "[redacted]", who appears to be a representative from Account Now, called me from an unknown number that had no I.D. when he called. I do not answer calls from people who do not show a number on my screen. Therefore, I waited until a possible message was left. Which it was. It happened to be [redacted]. This was around 0840pm on a weekday which was odd already for someone to call a home that late. But I then retuned his call no more than 2mins later. He did not pick up and I continued several times and there was still no answer. It also states above, that I couldn't verify any security questions. Well that is also a false statement due to me never, ever, being allowed to answer any questions. I know MY security questions because I am the one who set them. But they wont ask me to answer them because they are saying it is an alleged security reason. That is a lie. So when I saw this response from Account Now that is telling me to call the XXX-XXX-XXXX, it seems to be a game they are playing. Mainly because that number is to the main card line with the foreigners who are reading from an index card. Not only were they rude again, they said the exact same things like before and they had no answers. I want to talk to someone who really is in charged and can give me my money! It's been almost 3 months now and they have HUNDREDS of dollars of mine just sitting there and its been a real big inconvenience.
Final Business Response /* (4000, 9, 2015/09/03) */
On 8/27/15 the customer returned a previous call from AccountNow. The customer passed [redacted] and was offered the option to reopen his account and obtain a replacement Visa Card, or to close the account and receive a check for the remaining balance. The customer requested that his account be closed and a check sent to the address which he verified. On 8/27/15, the customer account was closed and a check was sent to the customer. The customer stated he was satisfied with the resolution for this complaint.
Final Consumer Response /* (2000, 11, 2015/09/04) */
9-4-15
Sent email to consumer:
On Sep 4, XXXX XX:XX AM, "[redacted]" wrote:
Good morning,

I am in review of your complaint. Has your issue with AccountNow, Inc. been resolved?

Kind regards,

[redacted], Dispute Resolution Specialist
[redacted]
Response from consumer via email:
[redacted]
Yes it has. Thank you. They refunded the money back this week. Finally. Thanks again

The customer account has been closed. The remaining funds belong to the second customer name and have been removed from the account for return.

Complaint: [redacted]I am rejecting this response because: you should not offer paid services to people since you refuse to offer clients like myself proper buyer protection! I declare Green Dot & our employees out of business by your own fault! [redacted] I did not get any package! Don't you think I would of signed for the item and be wearing it! [redacted]! A government agency will find fault with you and close you and MetaBank down! You deserve it! Go screw off! [redacted]!Sincerely,[redacted]

The Refer-A-Friend program requires customer registration. When a customer registers, the customer is provided a description of the program. Within the registration process we provide a Q&A (question and answer) listing which contains the program terms and conditions. A copy of the Terms and...

Conditions is being provided with this response.The customer may contact us with any additional questions. We may be reached at ([redacted](AccountNow REFER-A-FRIEND Terms & Conditions.docx)

Complaint: [redacted]I am rejecting this response because: I do agree with the fact that I would go to the 7/11 on [redacted], but the ones that I submitted to them were transactions that I did not make, I usually would go to that store on the week I would pick up my kids from school and that week I did not and that is why I included them in the dispute. And I see they did not say anything about the couple of transactions in [redacted] where I have no reason to be in and one more thing, there were many many transactions about balance inquiries, why would I do that at an atm and get charged when I could do it online on my phone for free, makes no sense. 
Yes they did contact me once from the dispute department, once and I did get there voicemail and tried for over a week everyday to get a hold of somebody in that department because apparently that was the only department I could speak too. The voicemail was left by a [redacted] did not even give a last name. and his so called direct number. and I nvr received anything in regards to a call back after that.
And what does me changing my pin#, I changed my pin # after I realized that the transactions were made for security purposes. and what does my direct deposits have anything to do with it. none. Sincerely,
[redacted]

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]

We have determined that the $130.00 credit referenced in this complaint was never received from the F[redacted] store. This was confirmed with the Store's processing company and the cash service provider and will be reflected in the store's batch deposit total.On 3/27/16 we left a message for the...

customer.There has been no return call from the customer and on 3/28/16 we left a second message.If the customer is due credit, the customer will need to contact F[redacted] for reimbursement.The customer may contact AccountNow with any questions at [redacted]

On June 3, 2017, the cardholder contacted AccountNow and filed a dispute.  The agent verified the cardholders address and processed a replacement card to the address on file. 
On June 5, 2017, the replacement card was mailed to the cardholder.
On June 16, 2017, the cardholder...

contacted AccountNow and indicated that the replacement card had not been received.  The agent again verified the address on file with the cardholder and advised of the timeframes to receive the replacement card.
On June 21, 2017, the cardholder received an ACH direct deposit in the amount of $766.73.  The cardholder contacted AccountNow and indicated that the replacement card still had not yet been received, the agent offered to cancel that replacement card and reissue a new card and the call was disconnected. 
On June 22, 2017, AccountNow contacted the cardholder at the telephone number provided but there was no answer.
On June 23, 2017, the cardholder gained access to the funds by processing a Western Union ACH transaction.  In order for the cardholder to receive a new replacement card we will have to cancel the old replacement card that was issued.  We will need verification documents before we can reissue since the cardholder has not received the card and it now showing that it was returned by USPS.
The cardholder may contact AccountNow with any remaining questions at [redacted].

On June 14, 2017, AccountNow reviewed the cardholder’s rebuttal and determined that the denial decision will stand for the following reasons:
In review of the telephone records we find that the account balance was accessed three times on May 24, 2017, after the $257.02 ACH deposit had been applied to the account from the cardholder’s confirmed telephone number.
There is no record that the cardholder attempted to speak to an agent to report the card lost until May 25, 2017, at 12:39 p.m. CST, which was three hours after the last disputed transaction occurred. With the facts available to us, we do not find that an error occurred.
The cardholder may contact AccountNow with any remaining questions at [redacted].Tell us why here...

Initial Business Response /* (1000, 5, 2015/06/01) */
There is a discrepancy on the account that cannot be corrected so the account will remain closed.
This discrepancy was identified on 5/21/15. The customer was allowed to provide verification to resolve the matter but we could not resolve...

it.
She explained to the agent that a deposit was expected on 5/22/15. The agent placed the account in a status that allowed the deposit to be received on 5/22/15 and on 5/22/15, the account was temporarily reinstated to allow the customer to spend the funds. She exhausted the funds.
AccountNow did not prevent the customer from spending her deposit.