Initial Business Response /* (1000, 5, 2014/11/25) */
We completed an investigation to the error claim. We denied the claim based on information provided to us by the merchant. The hotel has advised us that the was not an error in the billing.
Our records indicate that the investigator...
has attempted to return the messages. We will make another attempt on 11/26/14 and we would be happy to complete a three way call with the merchant to further discuss.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Account now never called me. I was given the run around and made several attempts too contact them. Each time I was left on hold , disconnected or told I would be called. It has only been since my stating I was going to launch a complaint with the Revdex.com that anyone has responded. As for merchant I neither wish to speak with them ; as they would help me when this first began. I have been a customer of account now for over 3 years. It's HIGHLY DISAPPOINTING that they would deny and treat a long time customer with such ill regard. I am a hard working single parent. I did not give the okay to run my debit card. All I want is my money . Which account now should have made sure I got or given back to a loyal customer. Having to make this complaint to the Revdex.com was my only recourse and will not go away until I get what is rightfully mine.
Final Business Response /* (4000, 9, 2014/12/03) */
We have completed our investigation. We have attempted to call Ms. [redacted] to arrange a three way call with the merchant. The merchant has advised us that the stay occurred. If Ms. [redacted] is unwilling to speak with the merchant on a three-way call, there is nothing more that we can do to resolve this claim. Based on our investigation with the merchant, we do not find that an error occurred. The claim has been closed and credit will not be issued. If Ms. [redacted] changes her mind and would like to do the three-way call with the merchant she may contact our office.
Final Consumer Response /* (4200, 11, 2014/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As in the past account now has errors. First of all my name is Mr [redacted] , not ms [redacted]. I find it very dishearting thata bank has treated a long time customer with such disregard. I will continue to post the very bad way account now ; disregards their customers and assists merchants too make unauthorized tranactions. I will let all present friends I referred to account now and anyone else I come in contact with not too do business with them. As they don't care about one customer that was a very loyal customer. I guess bad P R is fine with them. Also please note no one has called me as of yet.
Initial Business Response /* (1000, 8, 2015/08/07) */
Three IRS tax refunds posted to this account on 2/10/15; $4620.00,$2235.00 and $2040.00. These deposits were removed from the account on 2/18/15 and were returned to the W&I division of the Internal Revenue Service in Fresno, California....
The IRS does not provide additional information once funds are returned and all customer questions must be directed to the IRS. On 7/27/15, the customer provided the name of an IRS employee, [redacted], and requested we speak to her about the status of the returns. On 7/28/15, [redacted], who is an employee in the W&I division in Fresno, was provided with the details surrounding these returns. Ms. [redacted] stated she would perform research based upon these details, and would follow up with the customer. AccountNow has no further information to provide.
Initial Consumer Rebuttal /* (2000, 10, 2015/08/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/08/06) */
We have pulled the calls related to this account. The account was closed on 7/3/14, when a third party called to advise us that the card had been found. On 7/5/14, we received a call from the consumer regarding why the card was...
restricted. The agent informed the consumer that the card had been found by a third party. As the agent was completing verification to mail a new card, the agent learned that the address had changed.
To protect our customers from an account takeover, we require that they verify their security questions to update their address to mail a new card. The agent proceeded to ask the questions, spelled the answers back to the consumer and the consumer confirmed that the spelling was correct. The agent submitted the answers and received notification that one or more of the answers were incorrect.
The consumer can be heard from the recorded call discussing this with her spouse and after her spouse provided her the correct answers, the consumer asked to retake the security questions. However, our policy requires documentary verification once the questions are failed and there is not an option to retake the quiz until the lock is cleared.
To clear the lock, we required a legible photo ID and a utility bill to verify the new address. Our records indicate that the first documents we received were a phone bill, a photo ID and a Social Security card and the documents were received on 7/16/14. The photo ID was illegible. On 7/22/14, we received additional documents, but again the photo ID was illegible. On 7/28/14 we received a legible ID, but an illegible phone bill. However, the agent pulled the legible phone bill from 7/16/14, and updated the address to the address on the phone bill which was [redacted] Apt [redacted] Saint [redacted], ** XXXXX. A new card was requested. The agent attempted to contact the consumer to provide a status, but calls were not being accepted at the time. The consumer called our office on 8/4/14, and the agent provided an update. Our records indicate that the new card was activated on 8/5/14.
Initial Business Response /* (1000, 5, 2015/12/08) */
On 11/17/15, the customer disputed 71 transactions which occurred from 10/14/15 through 11/17/15. The customer later limited the dispute to 34 transactions involving international merchants for a total of $870.70. Our investigation...
revealed that the customer was in possession of her Visa card and she accessed her accounts 40 times while the transactions were posting. The customer also had 6 deposits post to her account from 10/14/15 through 11/17/15 which funded the transactions. We also show that the customer had a previous non-disputed transaction with the merchant named Belmore on the customer's other account. Based upon the facts available to us, it does not appear that there were errors and we denied reimbursement for the disputed transactions. Our investigation was concluded within 10 days and we denied the customer claim, therefore no provisional credit was issued. On 11/26/15, we sent a letter with the results of our investigation to the customer at the address listed on the account which is the same address listed on the Revdex.com complaint.
If the customer has additional information that will contribute to our investigation we request that the customer contact us at (XXX) XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had possession of my card, somebody got my card info. I did not order $800 worth of books, or games. I am a hard working person who was taken by this thief and your company. yes there was a dispute, against that company which should prove to you that my info was stolen. none of your rebuttals make sense. I have several deposits going in to my card, and my transactions were withdrawals, or at a fast food chain. These transactions were made overseas, I have made a police report which I sent to account now, and I did not go to china, or oversees recently. I will take this complaint as far as I have to to get my reimbursement. My kids lost a Christmas because account now failed to do what they say they will do. I will seek all damages.
Final Business Response /* (4000, 10, 2015/12/18) */
On 12/15/15, we called the customer and the customer stated that she had filed a police report and that she has other documentation which proves that she did not perform the disputed transactions. We advised the customer that upon receipt, we will review the documentation to determine if there are additional investigatory channels which would change the outcome of her dispute.
The customer provided a copy of the police report. We did not receive any other documentation.
The police report was filed with the San Bernardino police department on December 10, 2015. The report describes the disputed transactions, the denial by AccountNow and the customer's objection to the denial.
Based upon the information that has been provided to us, we find no change in our decision is warranted. We called the customer on 12/16/15 to inform the customer that our denial stands. We were unable to reach the customer and we left a message.
Final Consumer Response /* (4200, 12, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with an account manager that was very rude, and did not want to hear any of the information I had. The police report was approved, and the other documentation that I had which was my other bank reimbursing me for fraud a month prior to this, and concluding that there was fraud they did not want to see. they said that my other bank was irrelevant, the police report didnt matter, and that I am guilty because somebody accessed my online account during this time. Well somebody also stole $870 from me, so obviously they had my information. These transactions were for crazy items, and in foreign countries, I do not even have a passport. They refused my documentation, and I also have recorded phone calls to prove that I have in fact been in contact with them since the 15th. When I spoke to the account manager he was very rude, so I asked to speak to manager and he said there was not one on duty, so than I said another account manager and he told me no. I asked him for his last name and he refused to tell me stating that he was not at liberty to tell me, and it violates privacy. his name was [redacted], or cesar or something of that nature, a very common name, and he cant tell me the last name? Than he hung up on my stating he was done talking. I record every phone call now, because I will be seeking reimbursement for the $870. This is a crime that was done against me, and account now has made me feel like the criminal. they violated the unauthorized use agreement twice from what I can see, and I will be seeking legal counsel. I just want a reimbusement for my funds, I am not asking for anything other than that they own up to this. I will spread the message that account now is not safe to every outlet I have to so this does not happen to anyone else. this is a nightmare.
Initial Business Response /* (1000, 5, 2015/09/03) */
AccountNow reserves the right to verify customer identity, address and transaction activity throughout the history of the account. On 8/20/15, AccountNow required that the customer provide her photo identification, a utility bill and a...
copy of her signed Social Security Card.
On 8/24/15, we received the photo ID and we contacted the customer to request the Social Security card. On 8/25/15, 08/26/15 and 8/27/15 we advised the customer that we still had not received her Social Security card. On 8/28/15, we received the Social Security card and we contacted the customer. The customer advised us that she had cut up her AccountNow Visa card. We reopened the account, updated the address and we generated a replacement Visa card. The card was express shipped to the customer at company expense. The replacement Visa card was activated on 9/1/15.
Initial Business Response /* (1000, 5, 2014/05/21) */
We do apologize for the confusion. Our records indicate that Mr. [redacted] spoke to a manager and the manager explained the situation to Mr. [redacted]. We have spoken to the manager and she confirmed that the issue was addressed.
Initial...
Consumer Rebuttal /* (3000, 7, 2014/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is the problem. I did speak to customer service and to managers, and got the same go around from them all. The issue was not resolved. Making excuses and expecting the customer to take it at face value is not a resolution to the problem. So as inregards to their response, I don't not except it. Like I said before I want to speak with the CEO
Initial Business Response /* (1000, 5, 2015/08/04) */
Disputes were filed on 7/14/15 for two charges; Amazon, $479.00 and Shoe Depot, $222.50. Our research has determined that these transactions were performed using the PIN associated with the account. We also show transactions before and...
after the disputed transactions and we conclude that the customer was in possession of both his card and PIN. The cardholder's confirmed telephone number of (XXX) XXX-XXXX was also used to review transactions and check the account balance a total of five times while the disputed transactions occurred. There were not any balance inquiries or declined transactions on the card while the disputed transactions occurred, which would indicate that someone knew the balance on the card. Because of the card being in the possession of the cardholder, there were no PIN failures, and the fact that the cardholder has valid transactions before and after the disputed transactions, we have denied the customer claim. Based on the facts provided to us, we do not find that an error occurred.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the response from the company. As I have told the company before my card was compromise the charges I didn't make were credit purchases. I called the companies myself to see if I could get the issues resolved they informed me that I needed to file a dispute with my card company as I did. I told the card company that I have been at my current address they have on file since February 1st 2015. Now before I seek legal action against Account Now I am willing to make a Middle Ground offer of $479.00 but that will be the least I am willing to accept.
Final Business Response /* (4000, 10, 2015/08/25) */
On 8/17/15, we reviewed the claim with the customer and agreed to credit the customer for the $479.00 Amazon charge. On 8/18/15 a credit was posted to the customer account. On 8/19 and 8/20/15, the customer performed transactions and accessed the funds. We believe this resolves this issue.
Final Consumer Response /* (2000, 12, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I made a middle ground offer and the offer is what I got. No further business will be made with account now. Thank you so much Revdex.com!
Initial Business Response /* (1000, 6, 2015/05/12) */
We did conduct and investigation. We issued provisional credit while we conducted the investigation with the dispensing bank. The bank that owns the ATM notified us that the funds were dispensed and that the ATM was in balance. ...
Therefore we sent notification to the customer that we would be reversing the provisional credit issued.
On 4/27/15 we mailed the documentation provided to us by the dispensing bank that advised us that their terminal was in balance and that funds were dispensed.
We acted based on information provided to us from our investigation.
Initial Consumer Rebuttal /* (3000, 8, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to the reviews on AccountNow they are known for ripping off their customers and I will not stand to be another victim. They obviously did not complete a thorough investigation...please see case # XXXXXXXX.
I have uploaded the letter from the ATM owner(First Convenience Bank) who states in their letter to me and to you(Revdex.com)that they notified AccountNow and advised them that there was a dispense error on March 13th and submitted a reversal transaction that same day through their processor to AccountNow showing the correct debit amount $123.50.
With that said...I am not sure why AccountNow stated the ATM owner would have advised otherwise.
I presume they didn't expect for me to reach out to the ATM owner, must have expected me to take their word.
The document attached is proof of the error and proof that AccountNow are thieves. I am expecting an immediate deposit of $280.00, as that is what is owed to me.
I do not know what kind of sick joke this is, but I work very hard for my money and I do not appreciate being a victim of theft by any financial instution and especially one that I once trusted with my income.
If this is not resolved immediately, I will seek to file criminal charges, as well seek legal counsel to begin a class action suit against this company's common practice of improperly manipulating their customer's accounts to obviously fill their pockets.
Final Business Response /* (4000, 11, 2015/05/19) */
AccountNow would have expected that the customer would contact the ATM owner if in fact she still believed that there was an error. We have taken the action based on the documentation that the ATM owner provided to us, which is what we are required to do.
We will now take the letter with the contact information and call the person who drafted the letter and provide the documentation they provided to us and determine why there has been inconsistent documentation provided.
If there was a reversal provided to us, we would have credited it back to the account. Had we had the reversal on the day that the merchant indicated it was granted, which was on March 13, 2015, we would not have had reason to grant a provisional credit on March 30, 2015. We granted the provisional credit while we continued our investigation with the ATM owner.
Based on the new information provided, we will reopen the investigation and contact the sender of the letter and provide additional information as soon as we have spoken to her.
Initial Business Response /* (1000, 5, 2014/06/04) */
The package sent in the mail was an offer based on a referral that we received from a marketing partner, indicating that the consumer was interested in prepaid cards.
We had only the name and address. This was not an active card and...
the materials stated this. In order to activate the card, the consumer would need to provide their social security number and date of birth so that we can perform identity verification.
The card offer was closed on 5/19/14. We have removed Ms. [redacted] from future mailings.
Initial Consumer Rebuttal /* (2000, 7, 2014/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/09/12) */
On 7/30/14 the customer called to activate the card, but the date of birth provided was incorrect so the account was suspended and verification documentation was requested.
We initially received an identification card on 8/25/14. ...
However, our policy requires two forms of identification to fully verify the customer.
On 8/28/14 the customer provided her identification card and social security card. The documents were reviewed and the account was approved for reopen. The agent who completed the review did not remove the suspension, nor note the account. This was an error.
Our records show that customer continued to call from 8/28/14 - 9/2/14 and was advised that the documents were in review.
On 9/3/2014 the notes indicate that the customer was transferred to our risk department, but we do not show that she spoke with anyone.
On 9/8/14 we received an escalation from our customer service manager and the risk manager called and spoke to the customer and reinstated the card.
We sincerely apologize for the mistake and delay.
If there are late fees that have been incurred we will definitely reimburse them. We just ask that the statement reflecting the fees be faxed to us. A copy of the statement can be faxed to (XXX) XXX-XXXX.
On September 1, 2016, the cardholder contacted AccountNow regarding an ACH debit in the amount of $60.00 from GC Services that was expected to...
debit from the account on 8/30/2016. The agent advised the cardholder that a transaction for this amount had not posted nor was there a pending transaction in the amount of $60.00. The agent asked the cardholder if the transaction was to be made as an ACH debit using the account number and routing number or was her card used. The cardholder stated the transaction should come off of the card. The agent advised the cardholder that a three way call could be made to the merchant to inquire about the transaction. The cardholder called the merchant on another line and placed the call on speaker so that the agent could hear the call. The cardholder explained to the merchant that the transaction had not posted to her AccountNow account and wanted to confirm that the transaction was in process. The merchant advised that the payment was made using the account number and routing number and gave the generic check number of 9501 for the ACH debit. The agent advised the cardholder that the current balance was $111.71, and to allow a few days for the ACH transaction to post. The agent also advised the cardholder to keep the $60.00 available in her account so that the transaction would not decline. The cardholder acknowledged.
On September 8, 2016, the cardholder contacted AccountNow and was concerned that the ACH transaction of $60.00 had not posted to her account. Her scheduled maintenance fee of $9.95 was due to post on September 9, 2016 and she wanted to make sure there were enough funds in her account to cover the $60.00 transaction. The agent advised the balance was $64.04 at the time of the call and that the monthly maintenance fee of $9.95 would be deducted from the balance on September 9, 2016.
On September 9, 2016, the cardholder contacted Account Now claiming that the merchant GC Services attempted to debit the transaction on 08/30/2016 or $60.00 and that AccountNow declined the transaction. Because of the declined transaction the cardholder was requesting the $9.95 monthly maintenance fee to be reversed. The agent advised that we do not see that the merchant attempted a transaction and we show no declined transactions. The agent advised that the last transaction on the account from GC Services for $60.00 was on July 30, 2016. The cardholder insisted that we dishonored the transaction and requested a reversal of the monthly fee to make things right.
On September 12, 2016, AccountNow’s Customer Care Research team received a ticket regarding the customer’s request to reverse the $9.95 monthly maintenance fee. Although we confirmed that there were no declined transactions on our end we reversed the $9.95 monthly maintenance fee as a courtesy. As of September 20, 2016, an ACH debit in the amount of $60.00 still had not posted to the account. AccountNow contacted the cardholder at the number provided but we were unable to reach them and left a message. We have notated the account to provide the account number and routing number to the cardholder in the event the merchant had the incorrect account number and routing number which caused the transaction to decline on the merchants end.
The cardholder may contact AccountNow with any remaining questions at [redacted].
Initial Business Response /* (1000, 5, 2015/08/17) */
On 8/3/15, the customer contacted AccountNow to dispute 3 charges from Globe Life Insurance that had been double billed in the months of May, June and July 2015. Based upon the customer dispute, the account was restricted and the dispute...
was submitted to the Dispute Department for processing.
On 8/4/15, the disputed transactions were reviewed by the Dispute Department. Three of the charges were direct debit transactions and following our policy to prevent additional unauthorized direct debit transactions, the account was closed. A call was placed to the customer.
On 8/5/15, the customer called AccountNow and a new account was opened for the customer. The card was mailed to the customer on 8/6/15. Our records show that the customer was credited for the disputed transactions and the account was reopened on 8/5/15 to allow the customer access to the balance.
On 8/7/15, the proof of the account closure was faxed to the telephone number that the customer provided.
On 8/11/15, a call was placed to the customer to review the status of her account and to address any additional questions. The customer could not be reached and a message was left for the customer. A second call and message was left on 8/17/15. The customer may call us at (XXX) XXX-XXXX with any additional concerns.
Initial Consumer Rebuttal /* (2000, 10, 2015/08/17) */
8-17-15
Sent via email from consumer:
[redacted]
Good afternoon,
Yes and thank you for your assistance..
Sent from Yahoo Mail for iPhone
Final Business Response /* (1000, 8, 2015/08/17) */
On 8/17/15, the customer contacted AccountNow and stated that neither she or her employer received the 8/7/15 correspondence regarding her account. The customer provided her email address and an email was sent to the customer providing the account restriction and replacement card dates that she requested. The customer confirmed receipt of the email and stated this resolves her complaint.
Initial Business Response /* (1000, 5, 2015/10/05) */
AccountNow accounts are subject to the Office of Foreign Asset Control regulations. OFAC regulations block transactions in US Sanctioned countries. The OFAC Sanctioned Countries List includes Lebanon. Attempted transactions in a...
sanctioned country may require customer verification. Additional information about sanctioned countries may be obtained from the United States Department of The Treasury website: www.treasury.gov.
We closed the account as the customer requested on 9/28/15.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/13) */
On 12/25/15 the customer called and reported an unauthorized transaction. We advised the customer that her card would be restricted and a replacement card issued. The call was disconnected before a dispute could be filed.
On 12/26/15...
the customer called and a dispute was filed. The customer requested that her replacement card be sent to a new address. The 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 12/26/15 the customer called and reported that she was no longer disputing the transaction and requested that the dispute be cancelled. The customer was advised that we required her photo id and a bill to verify her identity and address. The customer was provided temporary access to her account.
On 1/6/16, the customer called and asked how to lift the restriction on her account. The customer was advised that we required her photo id and a bill to verify her identity and address.
On 1/8/16 the customer called and we advised the customer that we required her photo id and a bill to verify her identity and address.
On 1/12/15 we received the customer's photo id and a bill. We called the customer and she stated that her daughter had used her card and performed the transactions which she disputed on 12/26/15. The customer's address was updated and the account was reopened.
On 1/15/16 a message was left for the customer at the telephone number provided in the complaint.
Initial Business Response /* (1000, 5, 2014/02/18) */
The transaction was authorized by Ms. [redacted] and the merchant was within their rights to present the transaction when they did. AccountNow is not responsible for the amount authorized by Ms. [redacted] and the timing of when the merchant...
submitted the transaction to the account for payment.
Initial Consumer Rebuttal /* (3000, 7, 2014/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As has been explained to several supervisors with regards to the issue, I never denied that the charge; what my issue has been the lack of research and thoroughnedd of the CSR I spoke with regarding the additional money in my account. If she had of done her research properly and knew of why this money was back in my account, the money would have remained in the account so that the merchant could have gotten paid without an extreme hardship to me. Each supervisor that listened to the call acknowledged the fact that the CSR did not advise of WHY the additional money was there, therefore acknowledging that it was NOT my fault; they even indicated that this CSR would be coached on better handling of researching issues such as mine. I will NOT satisfied until they resolve this issue. As a company that provides a service to thousands of consumers, they should rectify the errors made by THEIR employees. If I had known beforehand, I would have handled that money accordingly. I was not allowed that opportunity because of the lack of THAT CSR doing HER JOB correctly. She was too busy trying to get me off the phone.
Final Business Response /* (4000, 14, 2014/04/10) */
We are fully aware of Ms. [redacted] position. However, our position stands. Ms. [redacted] authorized the transaction. It is the customer's responsibility to ensure that they maintain enough funds to cover any transactions that they make using their card account. We will not remit a credit for the transaction that Ms. [redacted] participated in.
Final Consumer Response /* (3000, 12, 2014/04/03) */
I'm beginning to feel that the person who is responding to this complaint is NOT fully comprehending what has been clearly stated in each of my replies. It's not about the management of my account because having been a customer for more than FIVE YEARS I've have only problems with ACCOUNTNOW with my money. It's not about the merchant and the authorization of the money taken. IT IS SOLELY THE RESPONSIBILITY of the CSR that was hired that DID NOT DO THEIR JOB FULLY TO AVOID THIS INCONVENIENCE TO ME AND MY FAMILY. ACCOUNTNOW can try and place the blame on everyone and everything else but the CSR that was negligent in handling my request AND that will never change. I'm going to use this analogy to try to help them to understand THEIR MISTAKE. I go into McDonald's and order a hamburger and tell them no pickles on my burger and they put pickles on it, it is my fault they got the order wrong or the CSR who didn't listen fully to my order? If I go to get my oil changed in my car and I tell them specifically what kind of oil to use and they use a different one, damaging my engine, is it my fault or theirs for not fully listening to my instructions? The point here as with my complaint is that I asked the important questions and the CSR failed to fully understand and research the issue as did the supervisor and other CSRs after her did. This has even been acknowledged by not ONE but THREE ADDITIONAL SUPERVISORS, so if they felt that it was my fault, as they are trying to imply by saying it's my responsibility to better manage my account, why would they give this CSR corrective action by coaching her on how to better handle situations like this? I've said it once, twice, my story hasn't changed: if the CSR I dealt with on that day as to why the money was back in my account and had researched as did EVERYONE ELSE I spoke with, I would not have endured such a hardship because of HER MISTAKE. Look at my account over the years and tell me how many times I've called and complained about issues with my account. You will see that the issue is NOT with me. I'm doing what I'm supposed to do and I'm not baking down from my complaint. I'm not responsible for this mistake and I want satisfaction. Nothing more, nothing less.
I initially had my account number hacked and more than $400 was used at two out of town supermarkets. I contacted the two stores in question and they advised me to contact Account Now, which I did. Getting to speak with an actual representative is damn near impossible. Their so-called automated system prevents you from pressing a number, any number to be directed to a Customer Service Representative. After about 20 minutes of pressing numbers, calling back after the call disconnected, I finally got someone on the line. I honestly believe this is a call center not even in California or the US for that matter. It's so obvious they're reading from a script. They did their little investigation and sent me a new card, which I had to pay $9.95 for and eventually my money was restored to the account. Two months later, I'm having dinner with my mom and son and later that evening, after checking my balance, I noticed several charges made while I was dining with mom and son. I immediately contacted Account Now via the website to file disputes regarding these transactions. This was a new card and a new pin, I didn't understand how this was happening again. I submitted my disputes (totaling $122.14) and within two days, I got an email denying my claims. Had I not contacted them by phone (Again spending close to 30 minutes to get someone on the phone) I would've never been issued another card, again they're charging me for the replacement card. They are so unprofessional and not courteous at all. In fact, they're extremely rude. I asked to speak with a so-called supervisor and she too seemed to be reading verbatim, telling me exactly what the representative said. She made no effort to try and assuage my discomfort. Account now is the absolute worst.
Initial Business Response /* (1000, 5, 2015/02/26) */
AccountNow never moved the money. The money was in the account where the deposit was directed. We did attempt to call Ms. [redacted] back and as we explained to her on 2/18/15, we did attempt to reach her. We processed a check request to...
her on 2/12/15.
The check was mailed less a fee amount taken as a first load. An additional check for the fee is being requested today.
Initial Consumer Rebuttal /* (2000, 7, 2015/03/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally received my money from AccountNow. Despite the satisfactory acceptance of my complaint, I believe the company needs to review the service process and service level provided by their employees. There is no justification to a 2 month process to receive my money and the amount of time required on my part to make it happen. Thank you Revdex.com!
Initial Business Response /* (1000, 7, 2015/06/18) */
We will require valid address verification and a legible copy of the photo ID. A third party has sent the only set of documentation received and the photo ID is illegible and the address does not verify. We need a utility bill that is...
in the customer's name so that we can call to verify. If the third party has power of attorney to manage the account, we will require the power of attorney documentation.
Initial Consumer Rebuttal /* (3000, 9, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no need for power of attorney, the customer is requesting this himself. The resident now resides at the Tennessee State Veterans Home at [redacted] XXXXX and all documents were submitted on 12/10/14, in which I have copy of the fax received. HE RESIDES IN A NURSING HOME, SO THERE WILL BE NO UTILITY BILL!!!!!!!!!!!!!!!!!!!!!!!!! You told us once you received this fax, that the his check would be sent in 2 to 3 weeks BECAUSE YOU WERE JUST VERIFYING WHO HE WAS!!!!. None of the documents sent were illegible, you could clearly see his social security number and id on the copy submitted. You are withholding a DISABLED VETERANS money!!!!!!!!!!!!!!!!!!!!!! We will refax the documents sent on 12/10/14 to reverify, but after that no more stalling, please send his money in the amount of $1,410.00! Thank You
Final Business Response /* (4000, 22, 2015/08/26) */
We placed a call to the telephone number provided for the Tennessee State Veterans Home on 8/14/15 and spoke to [redacted], Licensed Master Social Worker. Ms. [redacted] stated that she had the authority to speak on Mr. [redacted]'s behalf. We reviewed the reason for the restriction with Ms. [redacted]; a change of address without verification. Ms. [redacted] provided Mr. [redacted]'s current address as: The Tennessee State Veterans Home, [redacted] XXXXX.
We advised Ms. [redacted] that we had contacted the Nashville Regional Veterans Affairs Office to request guidance and we would provide a status upon receipt from the VA. On 8/17/15, Vicki [redacted] of the Nashville VA office advised AccountNow that the remaining funds of $1443.11 must be returned to the VA. Ms. [redacted] stated she would submit a formal letter requesting return of funds to AccountNow and she will contact Ms. [redacted] and speak to her.
On 8/20/15 Ms. [redacted] advised that she had spoken to Ms. [redacted] and had obtained the customer's address in order to update the VA files. Ms. [redacted] also stated that a letter of indemnification had been sent to AccountNow for the return of the remaining funds. We received the VA letter and removed the funds from Mr. [redacted]'s account for return to the VA.
On 8/21/15, Ms. [redacted] confirmed that she had spoken to Ms. [redacted] and that she had been advised that Mr. [redacted]'s VA records would be updated with his current information and that the funds held by AccountNow had been recalled. Ms. [redacted] stated she was satisfied with the outcome of this complaint and considered the issue resolved.
Final Consumer Response /* (2000, 24, 2015/08/27) */
8-27-15
Sent via email:
[redacted]
Yes Ma'am it has. I spoke with their fraud department rep, [redacted], who was very helpful with resolving this issue. Mr. [redacted] will be receiving his money very soon. I thank you so much for all of your assistance in this matter.
Thanks so much,
[redacted] T. [redacted], LMSW
Tennessee State Veterans Home-Humboldt
Initial Business Response /* (1000, 5, 2015/09/03) */
From November 21, 2014 through July 21, 2015, the cardholder received 3 ACH deposits. After each deposit, and on the same day, a card-to-card transfer of funds occurred. The account shows the IP address of [redacted] accessed both...
accounts while the disputed transactions were occurring. The IP address of [redacted] accessed the cardholder's account 19 t times from May 20, 2015, through July 26, 2015, while the disputed transactions were occurring. The IP address of [redacted] accessed the card-to-card recipient's account six times from May 23, 2015, through July 4, 2015, while the disputed transactions were occurring. On 5/22/15, a transaction occurred on the customer account and the transfer recipient account at the same merchant. On 7/27/15, cash withdrawals occurred on the customer account and the recipient account at the same ATM within 1 minute of each other.
Based upon facts available to us, the denial of the dispute stands.
Initial Business Response /* (1000, 5, 2014/11/25) */
We completed an investigation to the error claim. We denied the claim based on information provided to us by the merchant. The hotel has advised us that the was not an error in the billing.
Our records indicate that the investigator...
has attempted to return the messages. We will make another attempt on 11/26/14 and we would be happy to complete a three way call with the merchant to further discuss.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Account now never called me. I was given the run around and made several attempts too contact them. Each time I was left on hold , disconnected or told I would be called. It has only been since my stating I was going to launch a complaint with the Revdex.com that anyone has responded. As for merchant I neither wish to speak with them ; as they would help me when this first began. I have been a customer of account now for over 3 years. It's HIGHLY DISAPPOINTING that they would deny and treat a long time customer with such ill regard. I am a hard working single parent. I did not give the okay to run my debit card. All I want is my money . Which account now should have made sure I got or given back to a loyal customer. Having to make this complaint to the Revdex.com was my only recourse and will not go away until I get what is rightfully mine.
Final Business Response /* (4000, 9, 2014/12/03) */
We have completed our investigation. We have attempted to call Ms. [redacted] to arrange a three way call with the merchant. The merchant has advised us that the stay occurred. If Ms. [redacted] is unwilling to speak with the merchant on a three-way call, there is nothing more that we can do to resolve this claim. Based on our investigation with the merchant, we do not find that an error occurred. The claim has been closed and credit will not be issued. If Ms. [redacted] changes her mind and would like to do the three-way call with the merchant she may contact our office.
Final Consumer Response /* (4200, 11, 2014/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As in the past account now has errors. First of all my name is Mr [redacted] , not ms [redacted]. I find it very dishearting thata bank has treated a long time customer with such disregard. I will continue to post the very bad way account now ; disregards their customers and assists merchants too make unauthorized tranactions. I will let all present friends I referred to account now and anyone else I come in contact with not too do business with them. As they don't care about one customer that was a very loyal customer. I guess bad P R is fine with them. Also please note no one has called me as of yet.
Initial Business Response /* (1000, 8, 2015/08/07) */
Three IRS tax refunds posted to this account on 2/10/15; $4620.00,$2235.00 and $2040.00. These deposits were removed from the account on 2/18/15 and were returned to the W&I division of the Internal Revenue Service in Fresno, California....
The IRS does not provide additional information once funds are returned and all customer questions must be directed to the IRS. On 7/27/15, the customer provided the name of an IRS employee, [redacted], and requested we speak to her about the status of the returns. On 7/28/15, [redacted], who is an employee in the W&I division in Fresno, was provided with the details surrounding these returns. Ms. [redacted] stated she would perform research based upon these details, and would follow up with the customer. AccountNow has no further information to provide.
Initial Consumer Rebuttal /* (2000, 10, 2015/08/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/08/06) */
We have pulled the calls related to this account. The account was closed on 7/3/14, when a third party called to advise us that the card had been found. On 7/5/14, we received a call from the consumer regarding why the card was...
restricted. The agent informed the consumer that the card had been found by a third party. As the agent was completing verification to mail a new card, the agent learned that the address had changed.
To protect our customers from an account takeover, we require that they verify their security questions to update their address to mail a new card. The agent proceeded to ask the questions, spelled the answers back to the consumer and the consumer confirmed that the spelling was correct. The agent submitted the answers and received notification that one or more of the answers were incorrect.
The consumer can be heard from the recorded call discussing this with her spouse and after her spouse provided her the correct answers, the consumer asked to retake the security questions. However, our policy requires documentary verification once the questions are failed and there is not an option to retake the quiz until the lock is cleared.
To clear the lock, we required a legible photo ID and a utility bill to verify the new address. Our records indicate that the first documents we received were a phone bill, a photo ID and a Social Security card and the documents were received on 7/16/14. The photo ID was illegible. On 7/22/14, we received additional documents, but again the photo ID was illegible. On 7/28/14 we received a legible ID, but an illegible phone bill. However, the agent pulled the legible phone bill from 7/16/14, and updated the address to the address on the phone bill which was [redacted] Apt [redacted] Saint [redacted], ** XXXXX. A new card was requested. The agent attempted to contact the consumer to provide a status, but calls were not being accepted at the time. The consumer called our office on 8/4/14, and the agent provided an update. Our records indicate that the new card was activated on 8/5/14.
Initial Business Response /* (1000, 5, 2015/12/08) */
On 11/17/15, the customer disputed 71 transactions which occurred from 10/14/15 through 11/17/15. The customer later limited the dispute to 34 transactions involving international merchants for a total of $870.70. Our investigation...
revealed that the customer was in possession of her Visa card and she accessed her accounts 40 times while the transactions were posting. The customer also had 6 deposits post to her account from 10/14/15 through 11/17/15 which funded the transactions. We also show that the customer had a previous non-disputed transaction with the merchant named Belmore on the customer's other account. Based upon the facts available to us, it does not appear that there were errors and we denied reimbursement for the disputed transactions. Our investigation was concluded within 10 days and we denied the customer claim, therefore no provisional credit was issued. On 11/26/15, we sent a letter with the results of our investigation to the customer at the address listed on the account which is the same address listed on the Revdex.com complaint.
If the customer has additional information that will contribute to our investigation we request that the customer contact us at (XXX) XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had possession of my card, somebody got my card info. I did not order $800 worth of books, or games. I am a hard working person who was taken by this thief and your company. yes there was a dispute, against that company which should prove to you that my info was stolen. none of your rebuttals make sense. I have several deposits going in to my card, and my transactions were withdrawals, or at a fast food chain. These transactions were made overseas, I have made a police report which I sent to account now, and I did not go to china, or oversees recently. I will take this complaint as far as I have to to get my reimbursement. My kids lost a Christmas because account now failed to do what they say they will do. I will seek all damages.
Final Business Response /* (4000, 10, 2015/12/18) */
On 12/15/15, we called the customer and the customer stated that she had filed a police report and that she has other documentation which proves that she did not perform the disputed transactions. We advised the customer that upon receipt, we will review the documentation to determine if there are additional investigatory channels which would change the outcome of her dispute.
The customer provided a copy of the police report. We did not receive any other documentation.
The police report was filed with the San Bernardino police department on December 10, 2015. The report describes the disputed transactions, the denial by AccountNow and the customer's objection to the denial.
Based upon the information that has been provided to us, we find no change in our decision is warranted. We called the customer on 12/16/15 to inform the customer that our denial stands. We were unable to reach the customer and we left a message.
Final Consumer Response /* (4200, 12, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with an account manager that was very rude, and did not want to hear any of the information I had. The police report was approved, and the other documentation that I had which was my other bank reimbursing me for fraud a month prior to this, and concluding that there was fraud they did not want to see. they said that my other bank was irrelevant, the police report didnt matter, and that I am guilty because somebody accessed my online account during this time. Well somebody also stole $870 from me, so obviously they had my information. These transactions were for crazy items, and in foreign countries, I do not even have a passport. They refused my documentation, and I also have recorded phone calls to prove that I have in fact been in contact with them since the 15th. When I spoke to the account manager he was very rude, so I asked to speak to manager and he said there was not one on duty, so than I said another account manager and he told me no. I asked him for his last name and he refused to tell me stating that he was not at liberty to tell me, and it violates privacy. his name was [redacted], or cesar or something of that nature, a very common name, and he cant tell me the last name? Than he hung up on my stating he was done talking. I record every phone call now, because I will be seeking reimbursement for the $870. This is a crime that was done against me, and account now has made me feel like the criminal. they violated the unauthorized use agreement twice from what I can see, and I will be seeking legal counsel. I just want a reimbusement for my funds, I am not asking for anything other than that they own up to this. I will spread the message that account now is not safe to every outlet I have to so this does not happen to anyone else. this is a nightmare.
Initial Business Response /* (1000, 5, 2015/09/03) */
AccountNow reserves the right to verify customer identity, address and transaction activity throughout the history of the account. On 8/20/15, AccountNow required that the customer provide her photo identification, a utility bill and a...
copy of her signed Social Security Card.
On 8/24/15, we received the photo ID and we contacted the customer to request the Social Security card. On 8/25/15, 08/26/15 and 8/27/15 we advised the customer that we still had not received her Social Security card. On 8/28/15, we received the Social Security card and we contacted the customer. The customer advised us that she had cut up her AccountNow Visa card. We reopened the account, updated the address and we generated a replacement Visa card. The card was express shipped to the customer at company expense. The replacement Visa card was activated on 9/1/15.
Initial Business Response /* (1000, 5, 2014/05/21) */
We do apologize for the confusion. Our records indicate that Mr. [redacted] spoke to a manager and the manager explained the situation to Mr. [redacted]. We have spoken to the manager and she confirmed that the issue was addressed.
Initial...
Consumer Rebuttal /* (3000, 7, 2014/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is the problem. I did speak to customer service and to managers, and got the same go around from them all. The issue was not resolved. Making excuses and expecting the customer to take it at face value is not a resolution to the problem. So as inregards to their response, I don't not except it. Like I said before I want to speak with the CEO
Initial Business Response /* (1000, 5, 2015/08/04) */
Disputes were filed on 7/14/15 for two charges; Amazon, $479.00 and Shoe Depot, $222.50. Our research has determined that these transactions were performed using the PIN associated with the account. We also show transactions before and...
after the disputed transactions and we conclude that the customer was in possession of both his card and PIN. The cardholder's confirmed telephone number of (XXX) XXX-XXXX was also used to review transactions and check the account balance a total of five times while the disputed transactions occurred. There were not any balance inquiries or declined transactions on the card while the disputed transactions occurred, which would indicate that someone knew the balance on the card. Because of the card being in the possession of the cardholder, there were no PIN failures, and the fact that the cardholder has valid transactions before and after the disputed transactions, we have denied the customer claim. Based on the facts provided to us, we do not find that an error occurred.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the response from the company. As I have told the company before my card was compromise the charges I didn't make were credit purchases. I called the companies myself to see if I could get the issues resolved they informed me that I needed to file a dispute with my card company as I did. I told the card company that I have been at my current address they have on file since February 1st 2015. Now before I seek legal action against Account Now I am willing to make a Middle Ground offer of $479.00 but that will be the least I am willing to accept.
Final Business Response /* (4000, 10, 2015/08/25) */
On 8/17/15, we reviewed the claim with the customer and agreed to credit the customer for the $479.00 Amazon charge. On 8/18/15 a credit was posted to the customer account. On 8/19 and 8/20/15, the customer performed transactions and accessed the funds. We believe this resolves this issue.
Final Consumer Response /* (2000, 12, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I made a middle ground offer and the offer is what I got. No further business will be made with account now. Thank you so much Revdex.com!
Initial Business Response /* (1000, 6, 2015/05/12) */
We did conduct and investigation. We issued provisional credit while we conducted the investigation with the dispensing bank. The bank that owns the ATM notified us that the funds were dispensed and that the ATM was in balance. ...
Therefore we sent notification to the customer that we would be reversing the provisional credit issued.
On 4/27/15 we mailed the documentation provided to us by the dispensing bank that advised us that their terminal was in balance and that funds were dispensed.
We acted based on information provided to us from our investigation.
Initial Consumer Rebuttal /* (3000, 8, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to the reviews on AccountNow they are known for ripping off their customers and I will not stand to be another victim. They obviously did not complete a thorough investigation...please see case # XXXXXXXX.
I have uploaded the letter from the ATM owner(First Convenience Bank) who states in their letter to me and to you(Revdex.com)that they notified AccountNow and advised them that there was a dispense error on March 13th and submitted a reversal transaction that same day through their processor to AccountNow showing the correct debit amount $123.50.
With that said...I am not sure why AccountNow stated the ATM owner would have advised otherwise.
I presume they didn't expect for me to reach out to the ATM owner, must have expected me to take their word.
The document attached is proof of the error and proof that AccountNow are thieves. I am expecting an immediate deposit of $280.00, as that is what is owed to me.
I do not know what kind of sick joke this is, but I work very hard for my money and I do not appreciate being a victim of theft by any financial instution and especially one that I once trusted with my income.
If this is not resolved immediately, I will seek to file criminal charges, as well seek legal counsel to begin a class action suit against this company's common practice of improperly manipulating their customer's accounts to obviously fill their pockets.
Final Business Response /* (4000, 11, 2015/05/19) */
AccountNow would have expected that the customer would contact the ATM owner if in fact she still believed that there was an error. We have taken the action based on the documentation that the ATM owner provided to us, which is what we are required to do.
We will now take the letter with the contact information and call the person who drafted the letter and provide the documentation they provided to us and determine why there has been inconsistent documentation provided.
If there was a reversal provided to us, we would have credited it back to the account. Had we had the reversal on the day that the merchant indicated it was granted, which was on March 13, 2015, we would not have had reason to grant a provisional credit on March 30, 2015. We granted the provisional credit while we continued our investigation with the ATM owner.
Based on the new information provided, we will reopen the investigation and contact the sender of the letter and provide additional information as soon as we have spoken to her.
Initial Business Response /* (1000, 5, 2014/06/04) */
The package sent in the mail was an offer based on a referral that we received from a marketing partner, indicating that the consumer was interested in prepaid cards.
We had only the name and address. This was not an active card and...
the materials stated this. In order to activate the card, the consumer would need to provide their social security number and date of birth so that we can perform identity verification.
The card offer was closed on 5/19/14. We have removed Ms. [redacted] from future mailings.
Initial Consumer Rebuttal /* (2000, 7, 2014/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/03/31) */
A check was processed on 3/9/15 to the address on the account record.
Initial Business Response /* (1000, 5, 2014/09/12) */
On 7/30/14 the customer called to activate the card, but the date of birth provided was incorrect so the account was suspended and verification documentation was requested.
We initially received an identification card on 8/25/14. ...
However, our policy requires two forms of identification to fully verify the customer.
On 8/28/14 the customer provided her identification card and social security card. The documents were reviewed and the account was approved for reopen. The agent who completed the review did not remove the suspension, nor note the account. This was an error.
Our records show that customer continued to call from 8/28/14 - 9/2/14 and was advised that the documents were in review.
On 9/3/2014 the notes indicate that the customer was transferred to our risk department, but we do not show that she spoke with anyone.
On 9/8/14 we received an escalation from our customer service manager and the risk manager called and spoke to the customer and reinstated the card.
We sincerely apologize for the mistake and delay.
If there are late fees that have been incurred we will definitely reimburse them. We just ask that the statement reflecting the fees be faxed to us. A copy of the statement can be faxed to (XXX) XXX-XXXX.
On September 1, 2016, the cardholder contacted AccountNow regarding an ACH debit in the amount of $60.00 from GC Services that was expected to...
debit from the account on 8/30/2016. The agent advised the cardholder that a transaction for this amount had not posted nor was there a pending transaction in the amount of $60.00. The agent asked the cardholder if the transaction was to be made as an ACH debit using the account number and routing number or was her card used. The cardholder stated the transaction should come off of the card. The agent advised the cardholder that a three way call could be made to the merchant to inquire about the transaction. The cardholder called the merchant on another line and placed the call on speaker so that the agent could hear the call. The cardholder explained to the merchant that the transaction had not posted to her AccountNow account and wanted to confirm that the transaction was in process. The merchant advised that the payment was made using the account number and routing number and gave the generic check number of 9501 for the ACH debit. The agent advised the cardholder that the current balance was $111.71, and to allow a few days for the ACH transaction to post. The agent also advised the cardholder to keep the $60.00 available in her account so that the transaction would not decline. The cardholder acknowledged.
On September 8, 2016, the cardholder contacted AccountNow and was concerned that the ACH transaction of $60.00 had not posted to her account. Her scheduled maintenance fee of $9.95 was due to post on September 9, 2016 and she wanted to make sure there were enough funds in her account to cover the $60.00 transaction. The agent advised the balance was $64.04 at the time of the call and that the monthly maintenance fee of $9.95 would be deducted from the balance on September 9, 2016.
On September 9, 2016, the cardholder contacted Account Now claiming that the merchant GC Services attempted to debit the transaction on 08/30/2016 or $60.00 and that AccountNow declined the transaction. Because of the declined transaction the cardholder was requesting the $9.95 monthly maintenance fee to be reversed. The agent advised that we do not see that the merchant attempted a transaction and we show no declined transactions. The agent advised that the last transaction on the account from GC Services for $60.00 was on July 30, 2016. The cardholder insisted that we dishonored the transaction and requested a reversal of the monthly fee to make things right.
On September 12, 2016, AccountNow’s Customer Care Research team received a ticket regarding the customer’s request to reverse the $9.95 monthly maintenance fee. Although we confirmed that there were no declined transactions on our end we reversed the $9.95 monthly maintenance fee as a courtesy. As of September 20, 2016, an ACH debit in the amount of $60.00 still had not posted to the account. AccountNow contacted the cardholder at the number provided but we were unable to reach them and left a message. We have notated the account to provide the account number and routing number to the cardholder in the event the merchant had the incorrect account number and routing number which caused the transaction to decline on the merchants end.
The cardholder may contact AccountNow with any remaining questions at [redacted].
Initial Business Response /* (1000, 5, 2015/08/17) */
On 8/3/15, the customer contacted AccountNow to dispute 3 charges from Globe Life Insurance that had been double billed in the months of May, June and July 2015. Based upon the customer dispute, the account was restricted and the dispute...
was submitted to the Dispute Department for processing.
On 8/4/15, the disputed transactions were reviewed by the Dispute Department. Three of the charges were direct debit transactions and following our policy to prevent additional unauthorized direct debit transactions, the account was closed. A call was placed to the customer.
On 8/5/15, the customer called AccountNow and a new account was opened for the customer. The card was mailed to the customer on 8/6/15. Our records show that the customer was credited for the disputed transactions and the account was reopened on 8/5/15 to allow the customer access to the balance.
On 8/7/15, the proof of the account closure was faxed to the telephone number that the customer provided.
On 8/11/15, a call was placed to the customer to review the status of her account and to address any additional questions. The customer could not be reached and a message was left for the customer. A second call and message was left on 8/17/15. The customer may call us at (XXX) XXX-XXXX with any additional concerns.
Initial Consumer Rebuttal /* (2000, 10, 2015/08/17) */
8-17-15
Sent via email from consumer:
[redacted]
Good afternoon,
Yes and thank you for your assistance..
Sent from Yahoo Mail for iPhone
Final Business Response /* (1000, 8, 2015/08/17) */
On 8/17/15, the customer contacted AccountNow and stated that neither she or her employer received the 8/7/15 correspondence regarding her account. The customer provided her email address and an email was sent to the customer providing the account restriction and replacement card dates that she requested. The customer confirmed receipt of the email and stated this resolves her complaint.
Initial Business Response /* (1000, 5, 2015/10/05) */
AccountNow accounts are subject to the Office of Foreign Asset Control regulations. OFAC regulations block transactions in US Sanctioned countries. The OFAC Sanctioned Countries List includes Lebanon. Attempted transactions in a...
sanctioned country may require customer verification. Additional information about sanctioned countries may be obtained from the United States Department of The Treasury website: www.treasury.gov.
We closed the account as the customer requested on 9/28/15.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/13) */
On 12/25/15 the customer called and reported an unauthorized transaction. We advised the customer that her card would be restricted and a replacement card issued. The call was disconnected before a dispute could be filed.
On 12/26/15...
the customer called and a dispute was filed. The customer requested that her replacement card be sent to a new address. The 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 12/26/15 the customer called and reported that she was no longer disputing the transaction and requested that the dispute be cancelled. The customer was advised that we required her photo id and a bill to verify her identity and address. The customer was provided temporary access to her account.
On 1/6/16, the customer called and asked how to lift the restriction on her account. The customer was advised that we required her photo id and a bill to verify her identity and address.
On 1/8/16 the customer called and we advised the customer that we required her photo id and a bill to verify her identity and address.
On 1/12/15 we received the customer's photo id and a bill. We called the customer and she stated that her daughter had used her card and performed the transactions which she disputed on 12/26/15. The customer's address was updated and the account was reopened.
On 1/15/16 a message was left for the customer at the telephone number provided in the complaint.
Initial Business Response /* (1000, 5, 2014/02/18) */
The transaction was authorized by Ms. [redacted] and the merchant was within their rights to present the transaction when they did. AccountNow is not responsible for the amount authorized by Ms. [redacted] and the timing of when the merchant...
submitted the transaction to the account for payment.
Initial Consumer Rebuttal /* (3000, 7, 2014/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As has been explained to several supervisors with regards to the issue, I never denied that the charge; what my issue has been the lack of research and thoroughnedd of the CSR I spoke with regarding the additional money in my account. If she had of done her research properly and knew of why this money was back in my account, the money would have remained in the account so that the merchant could have gotten paid without an extreme hardship to me. Each supervisor that listened to the call acknowledged the fact that the CSR did not advise of WHY the additional money was there, therefore acknowledging that it was NOT my fault; they even indicated that this CSR would be coached on better handling of researching issues such as mine. I will NOT satisfied until they resolve this issue. As a company that provides a service to thousands of consumers, they should rectify the errors made by THEIR employees. If I had known beforehand, I would have handled that money accordingly. I was not allowed that opportunity because of the lack of THAT CSR doing HER JOB correctly. She was too busy trying to get me off the phone.
Final Business Response /* (4000, 14, 2014/04/10) */
We are fully aware of Ms. [redacted] position. However, our position stands. Ms. [redacted] authorized the transaction. It is the customer's responsibility to ensure that they maintain enough funds to cover any transactions that they make using their card account. We will not remit a credit for the transaction that Ms. [redacted] participated in.
Final Consumer Response /* (3000, 12, 2014/04/03) */
I'm beginning to feel that the person who is responding to this complaint is NOT fully comprehending what has been clearly stated in each of my replies. It's not about the management of my account because having been a customer for more than FIVE YEARS I've have only problems with ACCOUNTNOW with my money. It's not about the merchant and the authorization of the money taken. IT IS SOLELY THE RESPONSIBILITY of the CSR that was hired that DID NOT DO THEIR JOB FULLY TO AVOID THIS INCONVENIENCE TO ME AND MY FAMILY. ACCOUNTNOW can try and place the blame on everyone and everything else but the CSR that was negligent in handling my request AND that will never change. I'm going to use this analogy to try to help them to understand THEIR MISTAKE. I go into McDonald's and order a hamburger and tell them no pickles on my burger and they put pickles on it, it is my fault they got the order wrong or the CSR who didn't listen fully to my order? If I go to get my oil changed in my car and I tell them specifically what kind of oil to use and they use a different one, damaging my engine, is it my fault or theirs for not fully listening to my instructions? The point here as with my complaint is that I asked the important questions and the CSR failed to fully understand and research the issue as did the supervisor and other CSRs after her did. This has even been acknowledged by not ONE but THREE ADDITIONAL SUPERVISORS, so if they felt that it was my fault, as they are trying to imply by saying it's my responsibility to better manage my account, why would they give this CSR corrective action by coaching her on how to better handle situations like this? I've said it once, twice, my story hasn't changed: if the CSR I dealt with on that day as to why the money was back in my account and had researched as did EVERYONE ELSE I spoke with, I would not have endured such a hardship because of HER MISTAKE. Look at my account over the years and tell me how many times I've called and complained about issues with my account. You will see that the issue is NOT with me. I'm doing what I'm supposed to do and I'm not baking down from my complaint. I'm not responsible for this mistake and I want satisfaction. Nothing more, nothing less.
I initially had my account number hacked and more than $400 was used at two out of town supermarkets. I contacted the two stores in question and they advised me to contact Account Now, which I did. Getting to speak with an actual representative is damn near impossible. Their so-called automated system prevents you from pressing a number, any number to be directed to a Customer Service Representative. After about 20 minutes of pressing numbers, calling back after the call disconnected, I finally got someone on the line. I honestly believe this is a call center not even in California or the US for that matter. It's so obvious they're reading from a script. They did their little investigation and sent me a new card, which I had to pay $9.95 for and eventually my money was restored to the account. Two months later, I'm having dinner with my mom and son and later that evening, after checking my balance, I noticed several charges made while I was dining with mom and son. I immediately contacted Account Now via the website to file disputes regarding these transactions. This was a new card and a new pin, I didn't understand how this was happening again. I submitted my disputes (totaling $122.14) and within two days, I got an email denying my claims. Had I not contacted them by phone (Again spending close to 30 minutes to get someone on the phone) I would've never been issued another card, again they're charging me for the replacement card. They are so unprofessional and not courteous at all. In fact, they're extremely rude. I asked to speak with a so-called supervisor and she too seemed to be reading verbatim, telling me exactly what the representative said. She made no effort to try and assuage my discomfort. Account now is the absolute worst.
Initial Business Response /* (1000, 5, 2015/02/26) */
AccountNow never moved the money. The money was in the account where the deposit was directed. We did attempt to call Ms. [redacted] back and as we explained to her on 2/18/15, we did attempt to reach her. We processed a check request to...
her on 2/12/15.
The check was mailed less a fee amount taken as a first load. An additional check for the fee is being requested today.
Initial Consumer Rebuttal /* (2000, 7, 2015/03/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally received my money from AccountNow. Despite the satisfactory acceptance of my complaint, I believe the company needs to review the service process and service level provided by their employees. There is no justification to a 2 month process to receive my money and the amount of time required on my part to make it happen. Thank you Revdex.com!
Initial Business Response /* (1000, 7, 2015/06/18) */
We will require valid address verification and a legible copy of the photo ID. A third party has sent the only set of documentation received and the photo ID is illegible and the address does not verify. We need a utility bill that is...
in the customer's name so that we can call to verify. If the third party has power of attorney to manage the account, we will require the power of attorney documentation.
Initial Consumer Rebuttal /* (3000, 9, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no need for power of attorney, the customer is requesting this himself. The resident now resides at the Tennessee State Veterans Home at [redacted] XXXXX and all documents were submitted on 12/10/14, in which I have copy of the fax received. HE RESIDES IN A NURSING HOME, SO THERE WILL BE NO UTILITY BILL!!!!!!!!!!!!!!!!!!!!!!!!! You told us once you received this fax, that the his check would be sent in 2 to 3 weeks BECAUSE YOU WERE JUST VERIFYING WHO HE WAS!!!!. None of the documents sent were illegible, you could clearly see his social security number and id on the copy submitted. You are withholding a DISABLED VETERANS money!!!!!!!!!!!!!!!!!!!!!! We will refax the documents sent on 12/10/14 to reverify, but after that no more stalling, please send his money in the amount of $1,410.00! Thank You
Final Business Response /* (4000, 22, 2015/08/26) */
We placed a call to the telephone number provided for the Tennessee State Veterans Home on 8/14/15 and spoke to [redacted], Licensed Master Social Worker. Ms. [redacted] stated that she had the authority to speak on Mr. [redacted]'s behalf. We reviewed the reason for the restriction with Ms. [redacted]; a change of address without verification. Ms. [redacted] provided Mr. [redacted]'s current address as: The Tennessee State Veterans Home, [redacted] XXXXX.
We advised Ms. [redacted] that we had contacted the Nashville Regional Veterans Affairs Office to request guidance and we would provide a status upon receipt from the VA. On 8/17/15, Vicki [redacted] of the Nashville VA office advised AccountNow that the remaining funds of $1443.11 must be returned to the VA. Ms. [redacted] stated she would submit a formal letter requesting return of funds to AccountNow and she will contact Ms. [redacted] and speak to her.
On 8/20/15 Ms. [redacted] advised that she had spoken to Ms. [redacted] and had obtained the customer's address in order to update the VA files. Ms. [redacted] also stated that a letter of indemnification had been sent to AccountNow for the return of the remaining funds. We received the VA letter and removed the funds from Mr. [redacted]'s account for return to the VA.
On 8/21/15, Ms. [redacted] confirmed that she had spoken to Ms. [redacted] and that she had been advised that Mr. [redacted]'s VA records would be updated with his current information and that the funds held by AccountNow had been recalled. Ms. [redacted] stated she was satisfied with the outcome of this complaint and considered the issue resolved.
Final Consumer Response /* (2000, 24, 2015/08/27) */
8-27-15
Sent via email:
[redacted]
Yes Ma'am it has. I spoke with their fraud department rep, [redacted], who was very helpful with resolving this issue. Mr. [redacted] will be receiving his money very soon. I thank you so much for all of your assistance in this matter.
Thanks so much,
[redacted] T. [redacted], LMSW
Tennessee State Veterans Home-Humboldt
Initial Business Response /* (1000, 5, 2015/09/03) */
From November 21, 2014 through July 21, 2015, the cardholder received 3 ACH deposits. After each deposit, and on the same day, a card-to-card transfer of funds occurred. The account shows the IP address of [redacted] accessed both...
accounts while the disputed transactions were occurring. The IP address of [redacted] accessed the cardholder's account 19 t times from May 20, 2015, through July 26, 2015, while the disputed transactions were occurring. The IP address of [redacted] accessed the card-to-card recipient's account six times from May 23, 2015, through July 4, 2015, while the disputed transactions were occurring. On 5/22/15, a transaction occurred on the customer account and the transfer recipient account at the same merchant. On 7/27/15, cash withdrawals occurred on the customer account and the recipient account at the same ATM within 1 minute of each other.
Based upon facts available to us, the denial of the dispute stands.