A Locksmith

Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ Our research has determined that a caller to the account was unable to correctly answer customer verification questionsThis caused a security concern and our policy is to request documentation to verify the customer's identity and addressThe 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 himOn 8/6/15, a voicemail message was left for the customer at the telephone number listed on the account and listed on the complaintWe request that the customer contact us to arrange for the remaining funds to be provided to himOur telephone number is: (XXX) XXX-XXXX Initial Consumer Rebuttal / [redacted] (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 "***" on several occasions and leaving messagesHe has not returned my callsThis guy named "***", who appears to be a representative from Account Now, called me from an unknown number that had no I.Dwhen he calledI do not answer calls from people who do not show a number on my screenTherefore, I waited until a possible message was leftWhich it wasIt happened to be ***This was around 0840pm on a weekday which was odd already for someone to call a home that lateBut I then retuned his call no more than 2mins laterHe did not pick up and I continued several times and there was still no answerIt also states above, that I couldn't verify any security questionsWell that is also a statement due to me never, ever, being allowed to answer any questionsI know MY security questions because I am the one who set themBut they wont ask me to answer them because they are saying it is an alleged security reasonThat is a lieSo 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 playingMainly because that number is to the main card line with the foreigners who are reading from an index cardNot only were they rude again, they said the exact same things like before and they had no answersI want to talk to someone who really is in charged and can give me my money! It's been almost months now and they have HUNDREDS of dollars of mine just sitting there and its been a real big inconvenience Final Business Response / [redacted] (4000, 9, 2015/09/03) */ On 8/27/the customer returned a previous call from AccountNowThe 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 balanceThe customer requested that his account be closed and a check sent to the address which he verifiedOn 8/27/15, the customer account was closed and a check was sent to the customerThe customer stated he was satisfied with the resolution for this complaint Final Consumer Response / [redacted] (2000, 11, 2015/09/04) */ 9-4- Sent email to consumer: On Sep 4, XXXX XX:XX AM, " [redacted] " wrote: Good morning, I am in review of your complaintHas your issue with AccountNow, Incbeen resolved? Kind regards, [redacted] , Dispute Resolution Specialist [redacted] Response from consumer via email: [redacted] Yes it hasThank youThey refunded the money back this weekFinallyThanks again

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 AccountNowAs a courtesy, AccountNow has credited the cardholder the monthly maintenance fee of $on September 19, The cardholder may contact AccountNow with any remaining questions at [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/23) */ This customer account has an authorization hold from HSN for $ On 11/17/15, the customer called AccountNow about the hold and we advised the customer that Merchant's will hold funds to guarantee funds are available when a debit is presented for paymentThis hold is set to expire on 11/23/and in order to release a merchant hold, AccountNow requires written release from the merchant, on company letterheadThe letter must contain the exact and specific reason to release the hold, the exact dollar amount of the hold to release and the name and telephone number for the merchant employee authorizing the hold releaseThe letter must be faxed to XXX-XXX-XXXXUpon receipt, AccountNow will contact the customer On 11/18/and 11/19/15, the customer called AccountNow and stated that the merchant had sent a hold release letterWe advised the customer that the letter had not been received On 11/20/15, we called the customer and left a message at the telephone number on file

An AccountNow prepaid card was mailed to the cardholder ending in [redacted] on July 22, The cardholder did not activate the card until May 17, On June 15, 2016, the account was funded with an ACH direct deposit from DFA Payroll On April 3, 2017, we received notification that the card ending in [redacted] was possibly compromised and would need to be replaced An email notification was sent to the cardholder to advise On April 10, 2017, the cardholder contacted AccountNow and while going through the verification process the cardholder provided a date of birth that was different than what we had on fileThe agent advised the cardholder to send in verification documents so that the date of birth could be corrected The agent provided the cardholder with the fax number and the upload site to send in the documents On April 12, 2017, the card ending in ***, was closed due to a replacement card ending in [redacted] had already been sent on April 5, and activated on April 10, We received the cardholder’s identification card, but no action was taken as the account showed no restriction On May 2, 2017, upon receipt of the complaint the cardholder indicated that the date of birth was still incorrectWe re-reviewed the identification card that was received and updated the cardholder’s date of birth The cardholder also indicated she was looking for a $bonus and a $referral fee The account has been reviewed and because the account was applied for in July but not funded until June 2016, the cardholder does not qualify for this promotionThe cardholder can reference the information at [redacted] §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 $in qualifying deposits per month via recurring direct deposit in two or more consecutive monthsBonus must be redeemed by phone at [redacted] within days of meeting qualificationsPlease see help for eligibility and redemption requirements On May 3, 2017, we have reversed the 4/15/$Monthly Maintenance fee as a courtesy due to the delay in updating the cardholder’s date of birthThe cardholder may contact AccountNow with any remaining questions at [redacted]

Complaint: [redacted] I am rejecting this response because: I know for a fact that I did not make these transactionsThey said that my spending pattern was justified as far as the transactions in the disputeI 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 cardThey 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 balanceAlso 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 availableThey 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 outIm 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]

Upon receipt of the complaint, AccountNow has re- reviewed the dispute and concluded its investigation and determined the following: The cardholder claims the card was lost and that there were unauthorized transactionsDispute was filed for transactions done from July 17, to July 22, There were previous undisputed transactions with PCA*NORTHERN QUEST (ATM transactions since April 4, 2017) and WM SUPERCENTER (transaction since April 9, 2017)of the disputed transactions were PIN-based and there were no PIN failures There were not any attempted card present transactions made on the card after it was closed, which indicates the user of the card was aware the card was blocked without attempting a transaction The account balance and transaction history were accessed times while the disputed transactions occurred from the telephone when the dispute was filed The cardholder accessed the account times while the disputed transactions occurred from the IP addressThe same IP address has accessed the account times prior to the disputed transactions occurring since July 13, The customer said he only used his card with MHE MCGRAW-HILL ECOMM on July 20, and SFCC BOOKSTORE on July 21, The transaction with SFCC BOOKSTORE was POS-and was done during the dispute period There were no declined transactions due to insufficient funds and there were no attempts to use the card after it has been reported missing.We have not received any additional facts or information regarding the claimWith the facts available to us, the denial decision will standThe cardholder may contact AccountNow with any remaining questions at [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/04/23) */ The fee was disclosed and explained to the consumer when she calledThe agent closed her card and submitted a request for a check for the remaining balance on the cardThe check has been processed and the fee was billed as disclosed Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fee was not disclosed when I originally Signed upThis was theft, and I want my money returned Final Business Response / [redacted] (4000, 9, 2015/05/11) */ We stand by our decision as the fee was disclosed in the terms Final Consumer Response / [redacted] (4200, 11, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this resolution because again, I was not told about this fee

On July 31, 2017, the account was restricted due to cash load verification for an attempted cash deposit in the amount of $1, AccountNow requested for a photo identification card and the cash load receipt On August 24, 2017, AccountNow received a direct deposit in the amount of $1,from DEVEREUX The cardholder contacted AccountNow later this day to inquire why the card was being declined when purchases were attemptedThe agent escalated this issue to our Risk department and the restriction was removed Upon receipt of this complaint, the cardholder has been using the card successfully since August 24, The cardholder may contact AccountNow with any remaining questions at [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/07/22) */ Upon completion of successful verification the account was reinstated

On August 23, 2017, the account was restricted for further review of the tax deposit in the amount of $1, In order for the cardholder to gain access to the funds we requested a photo identification card, a social security card and a utility bill Later that day, the cardholder contacted AccountNow in regards to the restriction on the account and the agent advised the cardholder to submit a photo identification card, a social security card and a utility bill On August 26, 2017, we received the cardholder’s photo identification card, a social security card and a partial utility billThe agent requested for a full current utility billOn August 31, 2017, AccountNow received a full utility bill and the account was reopenedAs of August 31, 2017, the cardholder is actively using the cardThe cardholder may contact AccountNow with any remaining questions at [redacted] Tell us why here

On 1/13/we received notice of a possible compromise of the customer Visa card numberTo protect the customer's funds, we issued replacement cardsThe replacement cards were mailed to the customer address on file.On 3/9/the customer updated their address and reported non-receipt of the replacement cardsWe advised the customer that we would issue replacement cards to the new addressOn 3/10/replacement cards were mailed.On 3/10/the customer requested one-time courtesy access to their account, however the customer was unable to verify the card number in her possessionOn 3/11/the customer requested free expedited delivery of a replacement cardWe advised the customer that expedited delivery was a customer expense and the customer declined expedited delivery.On 3/14/the customer received the replacement cards.We apologize for any inconvenience the customer experienced

Complaint: [redacted] I am rejecting this response because: This people just access to the account stealing identity BE REALLY CAREFULL THIS IS A SCAM!Sincerely, [redacted]

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 $was successfully returned on August 15, The trace number of this return is [redacted] We apologize for any inconvenience MsNesbit may have experiencedThe cardholder may contact AccountNow with any remaining questions at [redacted] .Tell us why here

Initial Business Response / [redacted] (1000, 6, 2015/12/24) */ On 12/8/the customer filed a dispute for $representing two ATM (Automated Teller Machine) transactions of $eachOn 12/22/15, we concluded our investigation and credited the customer account for $ On 12/23/the customer called to report another dispute and the customer account was restrictedWe called the customer back and were unable to reach the customer We were unable to leave a message as the customer's voicemail box was fullWe request the customer call us at (XXX) XXX-XXXX Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/12/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes I did find out they credited my account and I truly appreciate it I just wish I knew they were stopping my card I was never informed of that

On March 23, 2017, the account was restricted for further review due to an ACH direct deposit posted that caused the account to exceed the $10K thresholdVerification documents were requested to include an identification card, a social security card and a bill On March 27, 2017, we received the cardholder’s illegible (due to blurriness) photo identification card, illegible (due to blurriness) social security card and a utility billWe requested that the cardholder provide clear copies of the verification documents provided On April 13, 2017, we received the cardholder’s illegible (due to blurriness) photo identification card, blurred social security card that we will accept as we can make out the information and the social security letter We attempted to contact the cardholder at the telephone number provided but there was no answer and a voicemail message was left We contacted the cardholder a second time and advised him that we need a clear copy of the photo identification cardThe cardholder indicated that this is as clear as he can get the documents as it is old As an exception we advised the cardholder that we will accept the photo identification card but that he also needs to maintain a balance below $10k, so that the account will not get restricted for being over the limit in the futureThe cardholder may contact AccountNow with any remaining questions at [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/05/08) */ We have been unable to reach the cardholder at any of the numbers that we have available to usWe have submitted a check request to mail a check for the balance to the address that we have on file Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not called me or sent me mailThey do have my phone number, and when I call I still get the run aroundThey don't want to give me my moneyThe longer it stay there they get the month service fee Final Business Response / [redacted] (4000, 9, 2015/05/19) */ A check was requested as stated in the complaint responseA total of $in monthly fees was reversed before the check was processedThe account remains closed so there will not be any additional fees applied nor deposits accepted Final Consumer Response / [redacted] (2000, 11, 2015/05/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I got a check

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

Initial Business Response / [redacted] (1000, 7, 2016/02/26) */ On 2/18/a review of the customer account was performed and the address listed on the account was identified to be a UPS StoreWe called the customer to request the customer provide verification of identity and addressWe were unable to reach the customer and a message was left requesting the customer contact us at (XXX) XXX-XXXXOn 2/18/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 residenceThe 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 / [redacted] (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 addressand 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 weeki have an investigation number for US Post Office if you need itwe had a fire and me and my children are in a women's shelterNo mail is delivered to my old address by the post office until we move back inWhich is why I was given this mailing address to useThe red cross paid for my change of address and forwarding service so that sensitive mail like important documents and banking information can be guaranteed deliverySomeone 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 cardThat is unethical and Accountnow violates the terms of use that I signed and agreed to when you approved my account Final Business Response / [redacted] (4000, 16, 2016/03/25) */ The account has been permanently closed and the remaining funds will be returned to the IRS W&I divisionThe customer will need to contact the IRS W&I division for additional informationReturned funds may take 6-weeks for the IRS to process Final Consumer Response / [redacted] (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 7/13/AccountNow called the customer and addressed the concerns listed in his complaintWe informed the customer that the claim was not awarded in is favor due to a variety of reasonsThe card and PIN were in his possession and there were no PIN failures on the disputed transactionsRecent prior undisputed history with the 7-ATM in [redacted] , CAHis prior undisputed history is consistent with the disputed spending patternThe disputed transactions followed his ACH deposits which indicates the user was expecting his direct deposits to be applied to the accountThe IP address used to access the account is the same IP address used since July The customer stated that he changed his PIN after the disputed transactions had occurred and he wanted to know the relevance of this to the claimWe informed the customer that his PIN being changed would only be of concern if it occurred prior to or during the disputed transactionsWe asked the customer if he knows anyone who had access to his card or PIN, and he said no one did The customer wanted to know what he could do to reverse the dispute decision and we asked the customer if he had confirmation that he was not the participant in the disputed transactionsThe customer asked what would constitute confirmation and we asked the customer if he happened to file a police reportThe customer said he did not file a police report because he did not know he needed toWe informed him that it is not a requirement of ours however Law Enforcement may be able to help him through an investigation of ATM records and video images At the conclusion of the call, the customer confirmed that he understood that the claim was going to remain denied based on the facts that we have available to us The customer may contact AccountNow at [redacted] with any remaining questions Tell us why here

As indicated the account was not left open for 30 days as the cardholder would have liked, as we wanted to prevent further transactions from posting to the account which would cause the balance to become more negative. The account must stay closed at this time, as we have gone back to the merchant [redacted] and processed a chargeback to attempt to recover the overdrawn funds. On June 9, 2017, we have issued a $40.00 courtesy credit and apologize for the inconvenience [redacted] has experienced. We have issued an expedited check to the cardholder at the address provided in the complaint. [redacted] is more than welcome to establish another account with us if she would like. The cardholder may contact AccountNow with any remaining questions or to open a new account at [redacted] .