A Locksmith

Initial Business Response / [redacted] (1000, 5, 2015/09/15) */ On 8/31/15, our Interactive Voice Response system registered an account closure requestOn 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/The customer stated that the request was inadvertent and the account was reopenedWe consider the issue resolved

Initial Business Response / [redacted] (1000, 5, 2015/05/27) */ An expedited card was processed on 5/26/ Under regulation E, we may conduct an investigationWe 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/

On March 12, 2017, the cardholder closed card ending in [redacted] through the automated telephone system as Lost A replacement card was ordered On March 16, 2017, the cardholder closed the replacement card ending in [redacted] through the automated telephone system as Lost The cardholder contacted AccountNow and advised card was closed, requested an Expedited replacement card, but the cardholder failed the security questions The agent requested verification documents to include a photo identification card and a utility bill through the AccountNow document upload site On March 17, 2017, the cardholder contacted AccountNow to confirm the verification documents that she needed to send in, the agent advised the cardholder to send a photo identification card and a utility bill The cardholder indicated that she did not have a photo identification card, but that she had a social security card On March 21, 2017, we received the cardholder’s social security card and a bill and advised that we still needed a photo identification card On March 22, 2017, we received the cardholders BJ’s membership card On March 23, 2017, we received a Department of Motor Vehicles mailer On March 30, 2017, we received the cardholder’s photo identification card We reissued a replacement card to the cardholder The cardholder contacted Account Now for the status of her account The agent advised the cardholder that all documents were reviewed and the replacement card was issued and advised the cardholder of the timeframes Upon review of the complaint AccountNow Risk Department contacted the cardholder at the telephone number provided, but there was no answer and a voicemail message was left On March 31, 2017, we attempted to contact the cardholder again at both telephone numbers provided in the complaint A voicemail message was left on the daytime telephone number and we spoke with a gentleman and left a message for a callback on the evening telephone number If the cardholder has the original expedited card ending in [redacted] in her possession we will allow access to the funds with that card and close the new replacement card that was ordered on March 30, The cardholder may contact AccountNow with any remaining questions at [redacted]

On March 31, 2017, the cardholder contacted AccountNow several times regarding an ACH direct deposit from SOI EXTERNAL P/R in the amount of $that he was expecting to postThe 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 $that he was expecting to post on March 31, 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 $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 $Monthly Service charge would be reversed as a courtesy On April 5, 2017, upon review of the complaint we have issued an additional $courtesy credit for any inconvenience the cardholder may have experiencedThe cardholder may contact AccountNow with any remaining questions at [redacted] Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ During an 8/7/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 accountMr [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 fundsMr [redacted] stated he has filed a police report with the [redacted] , [redacted] Police DepartmentThe report number is; XXXXXXXXXXXXThe officer who took the report is; Sgt [redacted] , badge number XXXXXMr [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 San Ramon, California XXXXX Tel # (XXX) XXX-XXXX Fax # (XXX) XXX-XXXX

On February 24, 2017, the cardholder contacted Accountnow to report her card lost The cardholder failed the security questions and a verification documents were requested before a new card could be issued The cardholder later contacted ACcountNow advising that she wanted to update the addressThe agent advised the cardholder that documents were needed before the address could be updated and provided the upload portal site for the cardholder to send the documents too On February 26, 2017, the cardholder contacted AccountNow regarding her card, again the agent advised the cardholder documents were needed and the review timeframes once received The cardholder requested the replacement card be expedited when the review was complete On March 2, 2017, we reviewed the cardholder’s illegible photo identification card and a mailer We requested the cardholder provide a clear copy of the photo identification card and a utility bill On March 3, 2017, the cardholder contacted AccountNow regarding the status of her documents, the agent advised the cardholder that documents were received and that a clear copy of the photo identification card and a utility bill were still needed On March and Marc 6, 2017, the cardholder contacted AccountNow regarding the status of her documents, the cardholder was advised that there were no updates and the of the document review timeframes On March 7, 2017, we reviewed the cardholder’s photo identification card and an envelopeWe requested that the cardholder provide a utility bill for address verificationThe cardholder contacted AccountNow for an update and was advised that a utility bill was needed The customer requested a card to card transfer be done to another account The agent advised the cardholder this could not be processed while the current account was still restricted On March 9, 2017, upon receipt of the complaint AccountNow re-reviewed the documents sent in The address on the photo identification card did match the address on the envelope from Farmers Insurance with the exception of the City being different The cardholder has a second account that shows the new address as well Per the cardholders request we transferred the balance of $from the account in question and posted the funds to the cardholder’s active account in which she had the card We called the cardholder to advise of the transfer at the telephone number provided but there was no answer and a voicemail message was leftThis current account has been permanently closed The cardholder has been actively using the second account the funds were transferred to The cardholder may contact AccountNow with any remaining questions at ( [redacted] .Tell us why here

This account was funded with a federal tax refund on 2/3/On 2/5/we restricted the account due to the transaction activityOn 2/8/we provided the customer with the reason for the account restriction and the requirements to remove the restrictionWe require the customer's photo identification, the customer's signed Social Security Card, the customer's utility bill and the customer must provide the names and reasons for the transfer activity.On 3/4/we received documentation from the customer that was inadequateOn 3/24/we called the telephone number on the account and it is disconnectedWe called the telephone number listed on the complaint and we were unable to reach the customerWe left a message with AccountNow contact information.We request the customer call us at [redacted] to make arrangements to fulfill the requirements to reopen the account

Initial Business Response / [redacted] (1000, 6, 2015/08/03) */ We have reviewed the call related to the $hold which was posted on 7/12/by NetFlixDuring the 07/15/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 possibleThe 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 authorizedFor transactions related to Video/Amusement such as NetFlix, the hold may be up to business daysIn order to release these funds back to the account, we require a fax directly from the merchantMerchants 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 merchantFaxes must be sent to (XXX) XXX-XXXXAll faxes will be verified prior to the release of an authorization holdFaxes are processed within business hours of receiptWe process faxes throughout the day in the order received We apologize if the information the cardholder received during the telephone call was not clearOn 07/22/15, the authorization hold expired and on 7/25/the customer performed a transaction bringing the account balance to $ Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/12/16) */ On 11/18/AccountNow received a deposit trace request from the Social Security AdministrationA trace request is normally initiated when the Social Security Administration receives a complaint of non-receipt of benefitsAccountNow called the customer at the telephone numbers provided to us and we were unable to reach the customer or leave a message because the voicemail box associated with the customer telephone number had not been establishedWe restricted the account until verification was completed On 12/15/we were able to reach the customerThe customer stated that he had not contacted the Social Security Administration prior to the account restrictionWe requested the customer provide his photo identification and a bill to verify his identity and addressThe customer refused and requested that the remaining balance on his account be returned to the Social Security Administration On 12/16/15, the Social Security Administration refused to provide a recall noticeWe advised the customer his account would be closed and a check will be sent to him for the remaining balance

As stated in the prior response §This offer is available to all AccountNow Gold Visa Prepaid Card customersTo qualify for the $direct deposit bonus, within months after being approved to receive a card you must deposit at least $in qualifying deposits per month via recurring direct deposit in two or more consecutive monthsBonus must be redeemed by phone at [redacted] within days of meeting qualificationsPlease see help for eligibility and redemption requirements The account was applied for in July but not funded until June 2016, months after the account was opened, therefore the cardholder does not qualify for this promotion The cardholder can reference the information at [redacted] No additional credits are due to the cardholder This is a promotion which means it can be discontinued at any timeThe cardholder may contact AccountNow with any remaining questions at [redacted]

Complaint: [redacted] I am rejecting this response because it's same response as the first oneI need someone to call meSincerely, [redacted]

On June 22, 2017, the cardholder contacted AccountNow Green Dot regarding two transactions from Dollar General, indicating that they were unauthorizedAt 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 $and $The cardholder contacted AccountNow Green Dot and filed the dispute for the two transactionsThe 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 business days after we hear from you and will correct any error promptlyIf we need more time, however, we may take up to days to investigate your complaint or questionIf we decide to do this, we will provide a credit to your Card within 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 investigationIf we ask you to put your complaint or question in writing and we do not receive it within business days, we may not credit the Card The cardholder may contact AccountNow with any remaining questions at ( [redacted] .Tell us why here

Final Consumer Response / [redacted] (2000, 6, 2015/07/16) */ ResolvedThank you

On May 5, 2017, AccountNow issued a replacement card for the card ending in [redacted] due to notification of possible compromised cardThe card ending in [redacted] would remain active for up to 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 day timeframe had elapsedPlease note the cardholder had not yet activated the replacement card issued on May 5, Later that day, the cardholder contacted AccountNow in regards to the card ending in [redacted] not workingThe agent advised of the compromised card and informed the cardholder of the replacement card that was mailed to her on May 5, The cardholder advised that she had moved and requested to update the address and process a replacement cardThe agent informed the cardholder that she would be required to answer security questions in order to process the requestWhile 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 portalThe 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 cardholderAs of today’s date July 26, 2017, the cardholder is actively using the cardThe cardholder may contact AccountNow with any remaining questions at [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/05/27) */ A new card was mailed on 5/5/and activated on 5/22/

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

Initial Business Response / [redacted] (1000, 5, 2015/06/01) */ The account was verified and reinstatedWe will close the account as requested once the balance is exhausted

Initial Business Response / [redacted] (1000, 5, 2015/04/24) */ The customer has been contacted and the issue has been resolved Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/27) */ 4-26- Sent via email: Yes it wasI had made phone calls trying to transfer the money to my replacement card and it never workedThey called me on Friday the 24th and voluntarily did what I had been asking and transferred the money to the replacement cardIronic that they were so cooperative all of the sudden but it has been resolved Thank you for your time [redacted]

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

AccountNow accounts may be funded by deposits in the customer's name and all deposits are subject to verification and deposit limitsDeposits not in the customer's name or with details which do not match the customer account profile are subject to verification and may be returnedOn 3/10/a tax refund for a third party was received and the customer account was closedThe tax refund was returned to the OriginatorA second tax refund, in the customer's name, was received after the customer account was closed and the tax refund was also returned to the originatorThe customer will need to contact the [redacted] e regarding the status of the returned refunds.The customer may contact us at [redacted] with any questions