A Locksmith

On March 20, 2017, the cardholder contacted AccountNow regarding some transactions. The cardholder was advised that she could view transactions for up to months
On March 27, 2017, the cardholder contacted AccountNow regarding paper statements for the month of February and March that
she would like mailed to herThe agent advised the cardholder to view the statements online
On April 1, 2017, the cardholder contacted AccountNow regarding paper statements and again the agent advised the cardholder to go online to access the statements. The cardholder requested to speak with a supervisor and was transferred. The supervisor attempted to walk the cardholder through accessing the statements online, however, the cardholder indicated that she already tried and was unable to do so
On April 4, 2017, upon receipt of the complaint we submitted a requested to provide the cardholder with copies of her statements
On April 5, 2017, February and March paper statements were sent to the cardholder via UPS tracking number ***
On April 7, 2017, the paper statements were delivered to the cardholderThe cardholder may contact AccountNow with any remaining questions at *** ***

Initial Business Response /* (1000, 5, 2016/01/13) */
On 12/25/the customer called and reported an unauthorized transactionWe advised the customer that her card would be restricted and a replacement card issuedThe call was disconnected before a dispute could be filed
On 12/26/the
customer called and a dispute was filedThe customer requested that her replacement card be sent to a new addressThe customer was asked to send a current bill to verify the address and the customer stated she did not have a bill or other address verification
On 12/26/the customer called and reported that she was no longer disputing the transaction and requested that the dispute be cancelledThe customer was advised that we required her photo id and a bill to verify her identity and addressThe customer was provided temporary access to her account
On 1/6/16, the customer called and asked how to lift the restriction on her accountThe customer was advised that we required her photo id and a bill to verify her identity and address
On 1/8/the customer called and we advised the customer that we required her photo id and a bill to verify her identity and address
On 1/12/we received the customer's photo id and a billWe called the customer and she stated that her daughter had used her card and performed the transactions which she disputed on 12/26/The customer's address was updated and the account was reopened
On 1/15/a message was left for the customer at the telephone number provided in the complaint

On July 26, 2017, the cardholder contacted AccountNow and a filed an unauthorized card to card transfer disputeThe agent permanently closed the card at that time during the callWhen a dispute is filed for unauthorized card to card transfer activity, the customer’s account and the account’s
that the funds went to or from are permanently closed due to information has been compromised
On July 11, the cardholder contacted AccountNow to request for a card replacement and was advised by the agent that the check request has been submitted
Upon receipt of this complaint on August 01, and as to date our Risk Department has not received the check request from Customer Service priorAs of today August 02, 2017, we have expedited the check in the amount of $414.04, it can take up to business days to receiveThe cardholder may contact AccountNow with any remaining questions at *** ***

On August 09, through August 10, 2017, AccountNow experienced an external and internal outage of all programs including AccountNow’s online website, automated system and SMS text alerts via a mobile telephone number. During the outage listed above, AccountNow customers were still able
to use their prepaid debit cards as PIN based transactions or Signature based transactions
On August 11, 2017, the cardholder contacted AccountNow to have the PIN number updated, the agent advised the cardholder that the only way to change the PIN number is through our online websiteThe agent walked the customer through the online website for the cardholder to update her PIN numberDue to the system issue as stated above, if the cardholder was attempting to update this information through our online website during those dates this would have affected her from doing so
We do apologize for the inconvenience this may have caused you. This issue has been resolved as of August 11, The cardholder may contact AccountNow with any remaining questions at *** ***

Initial Business Response /* (1000, 6, 2015/12/09) */
Our investigation into the customer's disputed transaction determined that no error occurred and the dispute was deniedWe based our decision on the following details: on November 12, a $deposit was applied to the accountOn
November 13, 2015, the customer checked the account balance from the telephone number in our records; (XXX) XXX-XXXX and received SMS text responses with the account balanceFollowing this activity, the disputed $transaction with Albertson's store #occurredThis confirms that the customer was aware of the account balance prior to the disputed transaction and the customer had possession of the Visa card associated with the account
On 12/9/15, we spoke to an agent at Albertson's #The agent located the disputed $transaction and has provided AccountNow with a copy of the transaction receiptThe agent stated that she was never contacted in regards to locating this transaction before and that if another agent had been contacted by the cardholder to research this transaction, it would have gone through her or the front manager of Albertson's #The Albertson's agent also asked the front manager if they had been in contact with the cardholder or were informed of another agent researching the disputed transaction for our cardholder, but the front manager said that they have no knowledge of the disputed transaction either or the customer contacting Albertson's
Based upon the facts available to us, we stand behind the decision to deny the customer claim
Initial Consumer Rebuttal /* (3000, 8, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I check the status of my debit card daily, either by text or onlineBecause I check my balance daily I was able to notice the unauthorized transaction on the morning of November 14, that took place on November 13, at 8:52pmI notified account now and was advised by their representative to wait until the transaction cleared and then file a disputeThe transaction cleared on Monday, November 16, I contacted AccountNow again and was told to contact merchant for a merchants refundI contacted Alberton's and spoke with *** who took all my info and she would have their loss prevention dept to investigateThey called me several times over days to get more info because they were having a hard time locating a transaction in the amount of $or the debit card number usedI talked with *** at Albertsons as well as the manager so the statement on regards to Alberton's never speaking with me is falseThe question I have is why did AccountNow contact Alberton's on December 9, if they've made their determination based on their "investigation" completed per AccountNow on November 24, 2015? The card was in my possession at the time of the unauthorized transaction that I did not make, which is why its unauthorizedNever have I had an issue with my AccountNow debit card until now, and I just want what was taken from me credited back
Final Business Response /* (4000, 15, 2015/12/24) */
We stand behind the denial of the customer disputeThe customer will need to direct any further questions to Albertson's
Final Consumer Response /* (4200, 17, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AccountNow needs to credit my account in the amount of $periodNot the merchant Albertson's as I do not have a prepaid account with Albertson'sIf this issue is not resolved and my funds are not credited back to my account through this process with the Revdex.com, I will be seeking legal council to recover my funds against AccountNow

Initial Business Response /* (1000, 10, 2015/07/21) */
We have removed the consumers name from our mailing list
Initial Consumer Rebuttal /* (2000, 12, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/10) */
This customer has had multiple cards issued for his accountThe customer account has not been charged monthly fees that have accumulated for more than one month, for an overdrawn amount of more than $The last fee was credited to the
account and the customer has had a $balance since 9/29/and all accounts are closedOn 11/5/15, we placed a call to the customer telephone number provided in the Revdex.com complaint and left a message for the customer to address any additional questionsThe customer may contact us at (XXX) XXX-XXXX

On April 5, 2017, the cardholder closed her AccountNow prepaid card ending in *** through the automated telephone systemThe cardholder contacted AccountNow to advised that she closed the card through the automated telephone system, the agent advised a new card would need to be issued.
The cardholder requested to update the address but failed security questionsThe agent advised the cardholder to send in verification documents to include a photo identification card and a current utility bill. The cardholder was advised that she could have a one-time access to the funds while awaiting the document review and receipt of the replacement card. The cardholder contacted AccountNow later that day and the one-time access was granted
On April 7, 2017, we received the cardholders photo identification card, a social security card and a lease agreement. We requested that the cardholder provide a current utility bill dated within the last days
On April 8, 2017, the cardholder contacted AccountNow for the status of the documents and was advised to send in a current utility bill and the call was terminated
On April 9, 2017, the cardholder contacted AccountNow regarding a rejected ACH payment on 4/6/to Merrick Bank and Capital OneThe agent advised the cardholder that the payment for Merrick Bank rejected due to the block on the account. At this time there was no record of a rejected payment for Capital OneThe cardholder was upset as she indicated the prior agent advised that the payments would still be able to go through. The cardholder requested a letter from AccountNow to show that her card was temporarily closed due to the restriction, in the midst of the call the call was terminated
On April 10, 2017, the cardholder contacted AccountNow an immediately requested a supervisor. The cardholder was transferred to a supervisor and stated that she accidentally closed the card through the automated telephone system and needed access to her fundsThe supervisor advised that a current utility bill was needed and that the one time access was already granted. A Capital One ACH debit attempted to post to the account but rejected as all of the requested documents had not been received yet to remove the block from the account
On April 11, 2017, we received the cardholder photo identification card, social security card and a bill. The address was updated and a replacement card was processed
On April 13, 2017, the cardholder contacted AccountNow regarding the document status. The agent advised the cardholder that the documents were received and the replacement card has been sent and advised the cardholder of the timeframes
On April 28, 2017, upon review of the complaint we have issued the cardholder a $courtesy credit for the inconvenience of the two ACH rejected payments from Merrick Bank and Capital One. The cardholder can provide a copy of this letter to the merchant to show her account was blocked at the time the transactions attempted to post. The cardholder may contact AccountNow with any remaining questions at *** ***

Initial Business Response /* (1000, 5, 2015/07/21) */
The holds were released on 7/17/
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The hold was not released & available until 7/18/That does not
negate my horrible experience with customer service

Initial Business Response /* (1000, 7, 2015/10/05) */
This customer has disputed charges; $and $from Metro Wireless of MiamiThe customer stated that the charges are related to a cell phone repair and that the merchant did not repair the phone
On 9/24/15, the customer stated
that he dropped off his phone on July 20, with Metro Wireless to get his phone screen fixedThe customer stated that he was required to pay for the repair in advanceThe customer stated that the merchant called him later that day and stated that an additional $part was required and the customer payed for $of the charge with his AccountNow cardThe customer does not have an invoice for the additional charge and the merchant refuses to provide to himThe customer stated that his phone was shipped back to him via UPS (United Parcel Service)The customer states that he signed for the package and when he opened the box his phone had not been repairedThe customer states that the merchant is refusing to repair or return his money
We have performed a review of the customer's dispute and we have filed a claim against the merchantThe resolution is expected between 10/18/and 12/02/The customer may contact the merchant to expedite the resolution
Initial Consumer Rebuttal /* (3000, 9, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Im still waiting on my money and I still have no phone and they won't give me a provisional credit to my account for this matter because my claim is prolonged
Final Consumer Response /* (3000, 25, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want my money I've lost my job for not having a phone they could have least settled the company to give me another phone and added the service to it n I would have been sastifed this company account now and metro wireless of Miami are both scams neither one of them called me to at least settle the matter they both need to be shut down 120days I've been with out a phone I lost y jobn my home
Final Business Response /* (4000, 29, 2015/12/09) */
On 10/28/15, the merchant presented AccountNow with copies of the sales receipts dated 7/20/for the customer's two transactions which state that there are no refunds after 14daysOn 10/28/AccountNow sent a letter to the customer stating that his 9/3/claim was denied
We have no recourse for this claim

On July 26, 2017, the account was restricted for further review of the tax deposit in the amount of $receivedIn order for the cardholder to gain access to the funds we requested a photo identification card, a social security card and a utility bill
On August 5, 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 8, 2017, we received the cardholder’s photo identification card, a social security card and an envelope. The cardholder still needed to provide a current utility bill as we do not accept envelopes as an address verification
On August 11, 2017, the cardholder contacted AccountNow for an update in regards to the restriction on the accountThe agent advised that a utility bill is needed for address verification
On August 14, 2017, AccountNow received a bill and the account was reopenedAs of August 15, 2017, the cardholder is actively using the cardListed in your complaint we received the tax deposit of $962.00, per the terms and conditions of your account, which is located under the section of Fees, we charged a $first load fee
Fees
Fees That May be Charged to Your CardIn addition to the fees listed below, we may offer
additional products, services and features from time to time, and the fees for those offerings
will be disclosed to you at the time they are offered
FEE TYPE FEE
Monthly Charge (SVC CHG-MONTHLY) $per month
When and How Monthly Charges are AssessedYour first monthly cycle lasts for days and begins on the date you first load funds on your CardEach subsequent monthly cycle will end on the same day of the month each monthThe Monthly Charge will be assessed at the time of the first load of funds on your Card, and charged on the same day of each subsequent month on the first day of your monthly billing cycle thereafter
As a courtesy, AccountNow has waived the first monthly load fee of $The cardholder may contact AccountNow with any remaining questions at *** ***
Tell us why here

Initial Business Response /* (1000, 5, 2015/06/16) */
We investigated the claim and did not find an errorWe spoke to the customer on 6/1/and advised her of our findingsShe asked for copies of her billing statements and copies were requested to be mailed to her
Initial Consumer Rebuttal
/* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to Account now, just because there were previous transactions with Comcast they told me that the may4th transaction was correctAnd it was not authorized! Disputes dept, doesn't call back until a month after I filled my complaint telling me that all they can do is email me my statementsThat's ridiculous, especially after I placed numerous calls thru out the month of May trying to resolve this
Final Business Response /* (4000, 13, 2015/07/21) */
We denied the claimIf the customer has additional details that she would like us to consider, she may provide them, but we investigated the claim and did not find an errorThe claim has been denied
Final Consumer Response /* (4200, 15, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per 3way phone conversations with Comcast, Accountnow disputes and myself taken place to verify to Comcast date and amount of funds taken from my account unauthorizedBoth times Comcast requested from Accountnow either a screenshot showing transaction, or the ach tracking transaction #Comcast was willing to credit my account the $for that informationThe
Accountnow dispute rep said they can't do screen shots not print out paper statements and didn't know any of the ach tracking Id informationPlus it was never sent to me either as I requested from Accountnow.....I have names, times and dates of each call to Accountnow and what I was told each time, regards to this matter and would be glad to forward it...thank you

Final Consumer Response /* (2000, 6, 2015/05/07) */
The matter has been resolved today - 5/6/

Initial Business Response /* (1000, 5, 2016/01/08) */
The $fee referenced by the customer is contained in the Cardholder Agreement that was provided to the customer at the time the account was opened and is also listed in the Fee Schedule which is available to the customer through the
AccountNow.com Customer Center
Customer calls are recorded for training purposes and we apologize for the customer's poor experience when questioning this fee
On 1/8/we advised the customer that we have provided a one-time courtesy credit for the feeWe also advised the customer that she may avoid future fees by performing purchase cashback transactions

Initial Business Response /* (1000, 9, 2015/07/21) */
We reviewed the claim that was filed by the consumerThe consumer will need to contact the IRS and file a claim directly with the IRS
Initial Consumer Rebuttal /* (3000, 11, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the
response from the business.)
I don't understand why I should have to contact the irs when they issued the money to the companyThe company is the ones who made the mistake and sent the card to the wrong address also when I contacted the IRS they told me that I should contact the card company because it's out of their hands once it's issued to a bank it's on the bank to refund my money

Initial Business Response /* (1000, 5, 2015/05/19) */
A new card was mailed and has been activated as of 5/19/
Initial Consumer Rebuttal /* (2000, 7, 2015/05/27) */
5-27-
Sent via email:
YES, They have responded and gave me access to my account after weeks of waiting on them, They
are not good with customer service at all and I went though alot to just get them to release the funds from my account so I can pay my bills that are now over due and I am now stuck paying over due fees when I had no control over my payroll going to that account it self The are rude, they laugh at me, and I repeatly call and left a message to call me they never call me backI hope they never do this to any one else

On July 6, 2017, the cardholder contacted AccountNow to file a dispute regarding a $ATM transaction, indicating the terminal did not dispense the funds. The agent advised the cardholder to send written confirmation of the dispute to the document upload portal and the cardholder
acknowledged.
On July 7, 2017, the cardholder contacted AccountNow for a status update on the disputeThe agent advised the dispute is still in process and the account will be reviewed for provisional credit by end of business on 07/20/2017, still awaiting written notice
On July 13, 2017, the chargeback has was submitted to the merchant for processing of the ATM transaction non-dispensed. The cardholder may contact AccountNow with any remaining questions at *** ***

Initial Business Response /* (1000, 5, 2015/10/05) */
On 9/23/15, we conducted a conference call with the customer and a Hertz Car Rental Customer Service Agent; ***, agent number *** advised that the car was rented through Hotwire.com and since the final bill was processed by Hotwire,
the authorization hold would not be matched of* stated that she would request a hold release letter be sent to AccountNow
On 9/24/15, we had not received the hold release and we called Hertz car Rental againWe spoke to David, agent number ***He stated that the release had not yet been sent by HertzHe sent another request to have the release sent to AccountNow
On the afternoon of 9/24/15, the Hertz authorization hold release letter was receivedThe hold for the $was removed and the customer was advisedThe customer stated that he would cancel the Revdex.com complaint
Initial Consumer Rebuttal /* (2000, 7, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I went on to the Revdex.com to cancel the complaint but could not find itWithin hours, we had a call from *** who was very nice and everything happened just as he said that it happenedI have been a customer of Accountnow for over yearsI have never had a problem and when I did, I was very happy with how it was handledI would like this complaint to be cancelled

On September 30, 2016, the cardholder’s card ending in *** was replaced due to notification of possible compromise card
On October 3, 2016, the cardholder contacted AccountNow and advised that the replacement card was not received. The agent verified the cardholder, however the
cardholder had previously failed the security questions and verification documents had been requested
On October 7, 2016, we received the cardholder’s photo identification card and a mailer. We requested that the cardholder provide a utility bill
On October 11, 2016, the cardholder contacted AccountNow regarding a new card. The cardholder was requested to send verification documentationThe cardholder opted not to send in documents and requested to send the funds back. The agent advised in order to send the funds back a letter of recall would be neededThe call we terminated
On November 30, 2016, the cardholder contacted AccountNow regarding the account, and the agent advised the cardholder to send in documents. The cardholder was provided with the fax number and the timeframe to review the documents
On December 2, 2016, the cardholder contacted AccountNow for follon the documents. The agent advised the cardholder that a utility bill was neededWe later received a document that showed a different address than the one that was on the document received back on October 7, 2017.
To date no further documents have been received from the cardholder, as indicated the cardholder continued to use the account for ACH transactions only as a new card was not sent to her due to the restriction and verification of address was still needed
On May 5, 2017, upon receipt of the complaint the account was closed per the cardholders’ request. We reversed the 4/25/$monthly maintenance fee bring the balance to zeroIf the cardholder wishes to re-establish the account, verification of address will be needed before a new card can be issued as the address on the letter of complaint is different than the address that is on fileThe cardholder may contact AccountNow with any remaining questions at *** ***

Initial Business Response /* (1000, 5, 2015/06/22) */
Copies of the April and May statement summaries have been mailed