Initial Business Response /* (1000, 5, 2014/04/28) */
The funds have been placed in an escheatment account at the bank due to the closed status and inactivity on the card.
On 2/6/14, our records indicate that we advised Ms. [redacted] of the verification requirements required to pull...
the funds back to mail a check. To date we have not received the required documents.
Ms. [redacted] must provide a photo ID, signed social security card and a utility bill which confirms the current address. This information may be faxed to XXX-XXX-XXXX.
Initial Business Response /* (1000, 6, 2015/12/24) */
On 12/8/15 the customer filed a dispute for $500.00 representing two ATM (Automated Teller Machine) transactions of $250.00 each. On 12/22/15, we concluded our investigation and credited the customer account for $500.00.
On 12/23/15...
the customer called to report another dispute and the customer account was restricted. We 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 full. We request the customer call us at (XXX) XXX-XXXX.
Initial Consumer Rebuttal /* (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
Initial Business Response /* (1000, 7, 2015/06/22) */
A card was received and activated on 6/22/15.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/24) */
I received the new card on monday june 22,2015 that was expedited to me and it had all the money on it $1189. I am well...
pleased with account now
response. Thank you
for your help
Initial Business Response /* (1000, 5, 2014/06/03) */
The error claim was filed on 5/9/14. Per Regulation E and as disclosed in the terms and conditions, we have ten business days to conduct and investigation before provisional credit is required. We may continue our investigation beyond...
the ten business days, provided that on or before ten business days, we grant provisional credit to the customer. This is detailed in the terms and conditions.
We concluded our investigation on 5/16/14 and credit was issued for the disputed transactions totaling $222.27 and for the associated fees totaling $6.56. This credit was granted on fifth business day and because we concluded our investigation, the credit was granted as a final credit. A communication was mailed to Ms. [redacted] explaining the outcome.
We did not refuse to grant credit and we granted credit within the time frames afforded to us to complete an investigation under Regulation E. We will consider this matter closed and all applicable credits have been applied to the account.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because I should have been credited back my money imediately as any other bank would have gave a provisional credit immediately before the investigation was concluded & I would have had my funds while they were investigating. While tjis company refused to do so until they investigated it caused me to not be able to pay two bills which caused me a late fee totaling $75 & I feel they should have to reimburse me. I feel as a bank my money was insured so either way they were getting the money back & I should not have had to wait any days to be credited my monry back as a company I believe that was very poor customer service & I would like my $75 in late fees credited
to me.
Final Business Response /* (4000, 9, 2014/06/18) */
We followed the process detailed in the terms and conditions and allowed under Regulation E. We have ten business days to conduct and investigation before issuing credit. If we cannot conclude our investigation in ten business days we are required to provide a provisional credit while we conduct our investigation. In this case we concluded our investigation before the ten days and therefore the credit granted to Ms. [redacted] was a final credit.
Again, we did not refuse credit. We are allowed a period of time to review and process the claim and to conduct an investigation and we have at least ten business days to do so before a credit is granted at least on a provisional basis.
Ms. [redacted] should defer to her terms and conditions for further explanation as to the terms related to filing an error claim.
Initial Business Response /* (1000, 5, 2014/08/04) */
The account was reinstated on 7/23/14 and Ms. [redacted] has withdrawn the funds. We have also reversed the June and July monthly fees that were applied to the card while we were waiting on the verification documentation.
Initial Business Response /* (1000, 5, 2015/12/23) */
The account associated with this card was not registered correctly and was closed. On 12/21/15, we spoke to the customer and we reopened the account to allow the customer to remove the funds, after which time the account would be closed...
again. The customer attempted cash withdrawal transactions which were declined because a PIN was not established due to the invalid registration.
On 12/23/15, we called Ms. [redacted] at the telephone number provided in the complaint which is different than the telephone number on the account. Ms. [redacted] stated that she registered the card in a fictitious name, however she used her own Social Security Number. We advised Ms. [redacted] that she may remove the remaining balance using signature based transactions only, or we will mail a check for the remaining balance. We advised that checks can take up to 3 weeks and Ms. [redacted] requested a check. The address on the account is different than the address on the complaint and we requested that Ms. [redacted] provide a copy of her photo identification as verification. Upon receipt a check request will be processed for the remaining balance which is $210.05.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to [redacted] on 12-24-2016. He claimed
that he sent an e-mail to me which I never received. He gave me his e-mail address and I spelled every word of the e-mail address to confirm it was the right one. After I hung up the phone, I promptly sent him an e-mail with a copy of my drivers license. I never received a response.The balance on the card was 215.00 yet in his statement, he says I will receive a check for 210.05.
Final Consumer Response /* (2000, 10, 2016/01/14) */
case has been resolved. thanks
Telephone que is setup to require two calls to reach customer service every time. Customer service did not close account as requested. Their tactic in this situation is to game the overage fees against the customer. She wanted me to drain the account but gave a vague closeout time of 2-3 weeks. That would result in a zero balance around the time a new billing cycle began. In other words, she was setting me up for overage fees.
Initial Business Response /* (1000, 5, 2015/03/23) */
The cards state on them that they are not gift cards and the fees are disclosed. Funds will not be refunded. The recipient should discuss with the purchaser.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/25) */
(The consumer...
indicated he/she DID NOT accept the response from the business.)
The fees are disclosed ON THE INSIDE OF THE PACKAGE not on the outside. This is a deceptive business practice. There is no information on the packages stating that $9.95 will be deducted the day after purchase and every month thereafter. Again, this is deceptive. If your company is legitimate then they will state the costs on the package. I'm sure many people have been duped by this shady business practice.
Final Business Response /* (4000, 9, 2015/04/01) */
The fees are disclosed and the packaging states that the card is not a gift card. Ms. [redacted] will need to discuss this with the purchaser of the cards. We will not refund the $100.
On 7/13/16 AccountNow called the customer and addressed the concerns listed in his complaint. We informed the customer that the claim was not awarded in is favor due to a variety of reasons. The card and PIN were in his possession and there were no PIN failures on the disputed transactions. Recent prior undisputed history with the 7-11 ATM in [redacted], CA. His prior undisputed history is consistent with the disputed spending pattern. The disputed transactions followed his ACH deposits which indicates the user was expecting his direct deposits to be applied to the account. The IP address used to access the account is the same IP address used since July 2015.
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 claim. We informed the customer that his PIN being changed would only be of concern if it occurred prior to or during the disputed transactions. We 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 transactions. The customer asked what would constitute confirmation and we asked the customer if he happened to file a police report. The customer said he did not file a police report because he did not know he needed to. We 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.
Initial Business Response /* (1000, 5, 2015/03/11) */
The complaint was also directed to the FDIC. All responses to the complaint are being rendered through the FDIC complaint.
Initial Business Response /* (1000, 5, 2015/04/21) */
AccountNow did not assess any fee related to the stop payment request. Ms. [redacted] called on 3/24/15, the payment was already processed and therefore mailed. We did place a stop payment as she requested and we did not apply a fee to...
this action. Any fees imposed to her were imposed elsewhere. We honored her request and stopped payment on the item. We will not remit fees that have been imposed to her by others, when she requested us to take the action.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I called to cancel the payment the rep told me that the payment was still in process and he could cancel it before it was mailed out. If that had not been the case, like he said to me on the phone; then I would have not had you cancel the check and I would have just told my landlord not to deposit it. But that wasn't the case, the rep TOLD me the check would not be mailed. So I figured, after him saying that; it wouldn't have. But it was. So negligence on HIS part, the information was wrong on all parties.
Final Business Response /* (4000, 9, 2015/04/30) */
There was no way to stop the process at the time the stop payment was requested. The item was already processed. We prevented the payment as requested.
AccountNow accounts may be funded by deposits in the customer's name and all deposits are subject to verification and deposit limits. Deposits not in the customer's name or with details which do not match the customer account profile are subject to verification and may be returned. On...
3/10/16 a tax refund for a third party was received and the customer account was closed. The tax refund was returned to the Originator. A 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 originator. The 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.
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, 2015/12/24) */
The customer account was closed due to multiple callers contacting AccountNow. We advised the customer that a check for the account balance would be sent to the address on file. The customer requested that the check be sent to an...
alternate address and we requested the customer provide verification that she was associated with the alternate address.
On 12/21/15, the customer requested that the funds be sent to the address on file. A check was sent via UPS courier and the customer received the check on 12/23/15 at 1:21PM.
Initial Business Response /* (1000, 5, 2014/05/02) */
The card is not a gift card or rebate card. The card is a prepaid debit card requiring funding. The agent attempted to explain this during the call.
The card is activated and we can see that there is a declined transaction for $50. ...
The transaction declined because the card is unfunded.
If the card was given to the consumer as a rebate card, the consumer should contact the giver to inquire.
At this point in time we have closed the card. If the consumer believes it was a rebate card given to them, they should be aware that the card has their name, date of birth, address and social security number and if a party provided the card to them as a rebate card then we are concerned with the application.
In order to keep the card, we will require full identity verification.
The Revdex.com assigned two complaint numbers to this complaint; [redacted] and [redacted].
AccountNow response:
On 3/19/16 the customer account was restricted for
black">identity, address and deposit verification. AccountNow does not disclose proprietary information about tools and investigative techniques used.
We advised the customer that we required copies of the receipts for the cash deposits along with a copy of front of card, the customer’s photo ID and address verification.
On 3/23/16 the customer provided documentation which was incomplete and illegible.
On 4/5/16 the customer provided documentation which was invalid.
On 4/19/16 we called the customer at the telephone number provided. The voicemail message states that the telephone number belongs to someone other than the customer and the mailbox is full.
We request the customer provide legible, non-expired copies of the requested documentation to AccountNow. The documentation may be uploaded to: upload.accountnow.com or the documentation may be faxed to: [redacted]. The customer may call us at ([redacted]
Initial Business Response /* (1000, 5, 2015/02/27) */
Our records indicate that we have two different account numbers for Ms. [redacted]. Neither of the accounts have ever had deposits directed to them.
We are not holding any funds related to these accounts, nor have we ever indicated that...
we lost money that belongs to Ms. [redacted].
To assist further, we will require a trace number from the sender of the deposit. The sender will be able to provide the number, the amount and the date that they directed the deposit.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have giving this company all that info becore and they say there is nothing they can do. I am a single mom and I cant afford for this to going on. I would like this fixed asap. And also I have yet to recive my new card.
Final Consumer Response /* (4200, 11, 2015/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have giving the company that info already can you please just give me some of money till you figure this out
Final Business Response /* (4000, 13, 2015/03/11) */
We do not have record of Ms. [redacted] providing a trace number. We will not be able to process further without it.
If Ms. [redacted] has the trace number she may append it here to the complaint to ensure that we receive it. That will be her confirmation that we have the trace number.
Our records do not show that we have a deposit and therefore there are not any funds to remit to her at this time.
Initial Business Response /* (1000, 5, 2014/11/04) */
The claim was resolved. The terminal owner advised us that the funds were dispensed and the terminal was in balance. The claim was denied.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/05) */
(The consumer indicated he/she...
DID NOT accept the response from the business.)
No because the money wasn't dispensed to me
Final Business Response /* (4000, 9, 2014/11/11) */
Ms. [redacted] claimed that the funds were not dispensed to her. We opened an investigation with the terminal owner. The terminal owner said that the funds were dispensed and that the terminal is in balance.
We do not have any furhter recourse. If Ms. [redacted] disagrees with the terminal owner decision, she must contact the terminal owner.
The terminal owner advised us that an error did not occur. We concluded our investigation with the information provided from the terminal owner.
Final Consumer Response /* (4200, 11, 2014/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they told me that,I have to deal with my bank
Initial Business Response /* (1000, 5, 2014/03/10) */
We resolved the verification on 2/25/14 when all of the required documents were provided. We were advised on 2/26/17, that the customer did not have the card and a new card was requested.
Initial Consumer Rebuttal /* (3000, 7,...
2014/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They just lied on record that they sent the card. if they truly did, and they said it takes 5-7 business days, why have't I received my card then? And to prove that they are lying, they sent me monthly statement which arrived yesterday and was sent a few days later. I want this resolved before this case becomes ugly. Thank you.
Final Business Response /* (4000, 10, 2014/03/22) */
Our records indicate that the consumer has received and activated the card that we mailed.
Initial Business Response /* (1000, 5, 2014/04/28) */
The funds have been placed in an escheatment account at the bank due to the closed status and inactivity on the card.
On 2/6/14, our records indicate that we advised Ms. [redacted] of the verification requirements required to pull...
the funds back to mail a check. To date we have not received the required documents.
Ms. [redacted] must provide a photo ID, signed social security card and a utility bill which confirms the current address. This information may be faxed to XXX-XXX-XXXX.
Initial Business Response /* (1000, 6, 2015/12/24) */
On 12/8/15 the customer filed a dispute for $500.00 representing two ATM (Automated Teller Machine) transactions of $250.00 each. On 12/22/15, we concluded our investigation and credited the customer account for $500.00.
On 12/23/15...
the customer called to report another dispute and the customer account was restricted. We 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 full. We request the customer call us at (XXX) XXX-XXXX.
Initial Consumer Rebuttal /* (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
Initial Business Response /* (1000, 7, 2015/06/22) */
A card was received and activated on 6/22/15.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/24) */
I received the new card on monday june 22,2015 that was expedited to me and it had all the money on it $1189. I am well...
pleased with account now
response. Thank you
for your help
Initial Business Response /* (1000, 5, 2014/06/03) */
The error claim was filed on 5/9/14. Per Regulation E and as disclosed in the terms and conditions, we have ten business days to conduct and investigation before provisional credit is required. We may continue our investigation beyond...
the ten business days, provided that on or before ten business days, we grant provisional credit to the customer. This is detailed in the terms and conditions.
We concluded our investigation on 5/16/14 and credit was issued for the disputed transactions totaling $222.27 and for the associated fees totaling $6.56. This credit was granted on fifth business day and because we concluded our investigation, the credit was granted as a final credit. A communication was mailed to Ms. [redacted] explaining the outcome.
We did not refuse to grant credit and we granted credit within the time frames afforded to us to complete an investigation under Regulation E. We will consider this matter closed and all applicable credits have been applied to the account.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because I should have been credited back my money imediately as any other bank would have gave a provisional credit immediately before the investigation was concluded & I would have had my funds while they were investigating. While tjis company refused to do so until they investigated it caused me to not be able to pay two bills which caused me a late fee totaling $75 & I feel they should have to reimburse me. I feel as a bank my money was insured so either way they were getting the money back & I should not have had to wait any days to be credited my monry back as a company I believe that was very poor customer service & I would like my $75 in late fees credited
to me.
Final Business Response /* (4000, 9, 2014/06/18) */
We followed the process detailed in the terms and conditions and allowed under Regulation E. We have ten business days to conduct and investigation before issuing credit. If we cannot conclude our investigation in ten business days we are required to provide a provisional credit while we conduct our investigation. In this case we concluded our investigation before the ten days and therefore the credit granted to Ms. [redacted] was a final credit.
Again, we did not refuse credit. We are allowed a period of time to review and process the claim and to conduct an investigation and we have at least ten business days to do so before a credit is granted at least on a provisional basis.
Ms. [redacted] should defer to her terms and conditions for further explanation as to the terms related to filing an error claim.
Initial Business Response /* (1000, 5, 2014/08/04) */
The account was reinstated on 7/23/14 and Ms. [redacted] has withdrawn the funds. We have also reversed the June and July monthly fees that were applied to the card while we were waiting on the verification documentation.
Initial Business Response /* (1000, 5, 2015/12/23) */
The account associated with this card was not registered correctly and was closed. On 12/21/15, we spoke to the customer and we reopened the account to allow the customer to remove the funds, after which time the account would be closed...
again. The customer attempted cash withdrawal transactions which were declined because a PIN was not established due to the invalid registration.
On 12/23/15, we called Ms. [redacted] at the telephone number provided in the complaint which is different than the telephone number on the account. Ms. [redacted] stated that she registered the card in a fictitious name, however she used her own Social Security Number. We advised Ms. [redacted] that she may remove the remaining balance using signature based transactions only, or we will mail a check for the remaining balance. We advised that checks can take up to 3 weeks and Ms. [redacted] requested a check. The address on the account is different than the address on the complaint and we requested that Ms. [redacted] provide a copy of her photo identification as verification. Upon receipt a check request will be processed for the remaining balance which is $210.05.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to [redacted] on 12-24-2016. He claimed
that he sent an e-mail to me which I never received. He gave me his e-mail address and I spelled every word of the e-mail address to confirm it was the right one. After I hung up the phone, I promptly sent him an e-mail with a copy of my drivers license. I never received a response.The balance on the card was 215.00 yet in his statement, he says I will receive a check for 210.05.
Final Consumer Response /* (2000, 10, 2016/01/14) */
case has been resolved. thanks
Telephone que is setup to require two calls to reach customer service every time. Customer service did not close account as requested. Their tactic in this situation is to game the overage fees against the customer. She wanted me to drain the account but gave a vague closeout time of 2-3 weeks. That would result in a zero balance around the time a new billing cycle began. In other words, she was setting me up for overage fees.
Initial Business Response /* (1000, 5, 2015/03/23) */
The cards state on them that they are not gift cards and the fees are disclosed. Funds will not be refunded. The recipient should discuss with the purchaser.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/25) */
(The consumer...
indicated he/she DID NOT accept the response from the business.)
The fees are disclosed ON THE INSIDE OF THE PACKAGE not on the outside. This is a deceptive business practice. There is no information on the packages stating that $9.95 will be deducted the day after purchase and every month thereafter. Again, this is deceptive. If your company is legitimate then they will state the costs on the package. I'm sure many people have been duped by this shady business practice.
Final Business Response /* (4000, 9, 2015/04/01) */
The fees are disclosed and the packaging states that the card is not a gift card. Ms. [redacted] will need to discuss this with the purchaser of the cards. We will not refund the $100.
On 7/13/16 AccountNow called the customer and addressed the concerns listed in his complaint. We informed the customer that the claim was not awarded in is favor due to a variety of reasons. The card and PIN were in his possession and there were no PIN failures on the disputed transactions. Recent prior undisputed history with the 7-11 ATM in [redacted], CA. His prior undisputed history is consistent with the disputed spending pattern. The disputed transactions followed his ACH deposits which indicates the user was expecting his direct deposits to be applied to the account. The IP address used to access the account is the same IP address used since July 2015.
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 claim. We informed the customer that his PIN being changed would only be of concern if it occurred prior to or during the disputed transactions. We 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 transactions. The customer asked what would constitute confirmation and we asked the customer if he happened to file a police report. The customer said he did not file a police report because he did not know he needed to. We 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...
Initial Business Response /* (1000, 5, 2015/03/11) */
The complaint was also directed to the FDIC. All responses to the complaint are being rendered through the FDIC complaint.
Initial Business Response /* (1000, 5, 2015/04/21) */
AccountNow did not assess any fee related to the stop payment request. Ms. [redacted] called on 3/24/15, the payment was already processed and therefore mailed. We did place a stop payment as she requested and we did not apply a fee to...
this action. Any fees imposed to her were imposed elsewhere. We honored her request and stopped payment on the item. We will not remit fees that have been imposed to her by others, when she requested us to take the action.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I called to cancel the payment the rep told me that the payment was still in process and he could cancel it before it was mailed out. If that had not been the case, like he said to me on the phone; then I would have not had you cancel the check and I would have just told my landlord not to deposit it. But that wasn't the case, the rep TOLD me the check would not be mailed. So I figured, after him saying that; it wouldn't have. But it was. So negligence on HIS part, the information was wrong on all parties.
Final Business Response /* (4000, 9, 2015/04/30) */
There was no way to stop the process at the time the stop payment was requested. The item was already processed. We prevented the payment as requested.
Final Consumer Response /* (2000, 8, 2014/04/22) */
came to a resolution.. please cancel complaint
AccountNow accounts may be funded by deposits in the customer's name and all deposits are subject to verification and deposit limits. Deposits not in the customer's name or with details which do not match the customer account profile are subject to verification and may be returned. On...
3/10/16 a tax refund for a third party was received and the customer account was closed. The tax refund was returned to the Originator. A 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 originator. The 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.
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, 2015/12/24) */
The customer account was closed due to multiple callers contacting AccountNow. We advised the customer that a check for the account balance would be sent to the address on file. The customer requested that the check be sent to an...
alternate address and we requested the customer provide verification that she was associated with the alternate address.
On 12/21/15, the customer requested that the funds be sent to the address on file. A check was sent via UPS courier and the customer received the check on 12/23/15 at 1:21PM.
Initial Business Response /* (1000, 5, 2014/05/02) */
The card is not a gift card or rebate card. The card is a prepaid debit card requiring funding. The agent attempted to explain this during the call.
The card is activated and we can see that there is a declined transaction for $50. ...
The transaction declined because the card is unfunded.
If the card was given to the consumer as a rebate card, the consumer should contact the giver to inquire.
At this point in time we have closed the card. If the consumer believes it was a rebate card given to them, they should be aware that the card has their name, date of birth, address and social security number and if a party provided the card to them as a rebate card then we are concerned with the application.
In order to keep the card, we will require full identity verification.
The Revdex.com assigned two complaint numbers to this complaint; [redacted] and [redacted].
AccountNow response:
On 3/19/16 the customer account was restricted for
black">identity, address and deposit verification. AccountNow does not disclose proprietary information about tools and investigative techniques used.
We advised the customer that we required copies of the receipts for the cash deposits along with a copy of front of card, the customer’s photo ID and address verification.
On 3/23/16 the customer provided documentation which was incomplete and illegible.
On 4/5/16 the customer provided documentation which was invalid.
On 4/19/16 we called the customer at the telephone number provided. The voicemail message states that the telephone number belongs to someone other than the customer and the mailbox is full.
We request the customer provide legible, non-expired copies of the requested documentation to AccountNow. The documentation may be uploaded to: upload.accountnow.com or the documentation may be faxed to: [redacted]. The customer may call us at ([redacted]
Initial Business Response /* (1000, 5, 2015/02/27) */
Our records indicate that we have two different account numbers for Ms. [redacted]. Neither of the accounts have ever had deposits directed to them.
We are not holding any funds related to these accounts, nor have we ever indicated that...
we lost money that belongs to Ms. [redacted].
To assist further, we will require a trace number from the sender of the deposit. The sender will be able to provide the number, the amount and the date that they directed the deposit.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have giving this company all that info becore and they say there is nothing they can do. I am a single mom and I cant afford for this to going on. I would like this fixed asap. And also I have yet to recive my new card.
Final Consumer Response /* (4200, 11, 2015/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have giving the company that info already can you please just give me some of money till you figure this out
Final Business Response /* (4000, 13, 2015/03/11) */
We do not have record of Ms. [redacted] providing a trace number. We will not be able to process further without it.
If Ms. [redacted] has the trace number she may append it here to the complaint to ensure that we receive it. That will be her confirmation that we have the trace number.
Our records do not show that we have a deposit and therefore there are not any funds to remit to her at this time.
Initial Business Response /* (1000, 5, 2014/11/04) */
The claim was resolved. The terminal owner advised us that the funds were dispensed and the terminal was in balance. The claim was denied.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/05) */
(The consumer indicated he/she...
DID NOT accept the response from the business.)
No because the money wasn't dispensed to me
Final Business Response /* (4000, 9, 2014/11/11) */
Ms. [redacted] claimed that the funds were not dispensed to her. We opened an investigation with the terminal owner. The terminal owner said that the funds were dispensed and that the terminal is in balance.
We do not have any furhter recourse. If Ms. [redacted] disagrees with the terminal owner decision, she must contact the terminal owner.
The terminal owner advised us that an error did not occur. We concluded our investigation with the information provided from the terminal owner.
Final Consumer Response /* (4200, 11, 2014/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they told me that,I have to deal with my bank
Initial Business Response /* (1000, 5, 2014/03/10) */
We resolved the verification on 2/25/14 when all of the required documents were provided. We were advised on 2/26/17, that the customer did not have the card and a new card was requested.
Initial Consumer Rebuttal /* (3000, 7,...
2014/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They just lied on record that they sent the card. if they truly did, and they said it takes 5-7 business days, why have't I received my card then? And to prove that they are lying, they sent me monthly statement which arrived yesterday and was sent a few days later. I want this resolved before this case becomes ugly. Thank you.
Final Business Response /* (4000, 10, 2014/03/22) */
Our records indicate that the consumer has received and activated the card that we mailed.