Initial Business Response /* (1000, 5, 2014/04/21) */
The claim is no longer open. We denied the claim and sent a communication stating our decision on 2/28/14.
We attempted to return a call to the telephone number on the account on 4/9/14 to discuss our decision.
We attempted...
another call to the telephone number provided on the complaint on 4/15/14 and we were advised that Ms. [redacted] no longer was available at the telephone number. We again tried the telephone number on the account and left another message. To date we have not received a return call.
If Ms. [redacted] would like to discuss our decision regarding our claim, she will need to contact our office at XXX-XXX-XXXX between 7:00 am - 4:00 p.m. PT, Monday through Friday.
Consumer Response /* (3000, 12, 2014/05/19) */
I want my money back
Business Response /* (4000, 14, 2014/06/02) */
The claim was denied. The investigator attempted to contact the customer. The customer may contact our office regarding the claim and speak directly with the investigator.
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.
This company has deceptive practices. They don't mention a monthly charge of $9.95 until after the money is on the card. I got an email with what I knew wasn't the amount of my check every month, called them and asked about it. First she was going to reverse the charge. Then she changed her mind and said that they actually COULDN'T reverse the charge. I am reporting them here, the Revdex.com but I will also report this to Social Security since that's my Social Security Disability check and nobody is allowed to take money out of that type of government check. If you are considering dealing with this company you'd better change your mind fast. Don't get involved with them at all.
Initial Business Response /* (1000, 5, 2015/05/27) */
The claim was filed in our office on 5/11/15. We asked for written confirmation of the error, which as of 5/27/15, has not been returned. If the written confirmation is not returned within 10 business days, under regulation E, we may...
extend our investigation to 45 days without issuing provisional credit. This is explained in detail in the terms and conditions.
The investigation was however completed today and ruled in favor of the customer. We did not issue provisional credit, instead we issued final credit. The claim is finalizing and final credit will be applied to the card account by the end of business 5/27/15 and all applicable notifications will be mailed.
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, 2015/05/22) */
We do apologize. A system issue caused the account to be erroneously closed. The deposit would have been returned on 5/6/15 and within 24 - 48 business hours should have been back in the account of the sender. We have requested a...
return trace number and will provide that upon receipt for further investigation by the originator.
Final Business Response /* (1000, 8, 2015/05/27) */
Here is the return trace number that may be provided to the payroll provider to locate the return:
XXXXXXXXXXXXXXX
Initial Business Response /* (1000, 5, 2015/03/10) */
We have searched our records. We cannot locate an account or an offer in your name, your address or with your email address.
Initial Consumer Rebuttal /* (2000, 7, 2015/03/17) */
(The consumer indicated he/she ACCEPTED the...
response from the business.)
Company emailed and let me know they were deleting my email address from their records and believed my email was attached to an unrelated account in error.
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, 8, 2015/02/19) */
The fee was disclosed in all the materials included with the card and is disclosed on the website. A refund of the fee is not due.
Initial Business Response /* (1000, 5, 2015/01/27) */
The initial monthly fee is charged at the time of the first load and is disclosed in the terms.
This is the disclosure related to the fee:
Monthly Fee (SVC CHG-MONTHLY)
Initially charged at time of first value load on your Card,...
and charged on the same day of each subsequent month
We apologize for the confusion. However, the fees allow us to cover the costs associated with servicing the account.
Initial Business Response /* (1000, 5, 2014/03/10) */
We have been working with the IRS and the IRS has initiated an additional review of the deposits. The IRS had formally recalled the funds and all of the funds have been returned to them. We will not have any additional information...
related to this matter. It will take them 6 - 8 weeks to finalize their investigation and determine resolution. Each consumer will need to follow-up with the IRS directly.
Initial Business Response /* (1000, 5, 2015/05/29) */
We will require verifiable address documentation to mail a check to a new address, the customer must provide documentation showing that he has moved to the new address.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/01) */
(The...
consumer indicated he/she ACCEPTED the response from the business.)
Ok. I will fax documentation. Thank you
Initial Business Response /* (1000, 5, 2015/06/18) */
Our records indicate that a call center manager did a three way call with the originator of the deposit and the cardholder. They were advised by the originator that the account number on the account at AccountNow is not the account...
number that they directed the deposit to. We advised Ms. [redacted] that she must work directly with the originator to resolve.
We also advised her where she can obtain the terms related to Get Paid Faster and the fees associated with the account if she no longer had the terms provided with the card.
Initial Business Response /* (1000, 5, 2014/02/26) */
Due to the amount of tax fraud that occurs each tax season, we will regularly require verification from our cardholders to protect our cardholders and other tax payers.
We requested additional verification documents from Ms. [redacted]. ...
She advised us that she could not comply with our request because her documents had been burned in a house fire. We attempted to verify the report of the fire with the local fire department and there was not a reported record of a fire at her residence.
Because we could not verify her information, we opted to return the funds back to the IRS and allow them to re-review the refund. This process typically takes the IRS 6 - 8 weeks to complete. We initiated the process on 2/24/14.
Ms. [redacted] will need to follow-up directly with the IRS if she has not heard from them within the next 6 weeks.
I have had the very worst experience with the liars that work for Account Now I have had an account with them for more than 3 years that I use only to get my tax refund direct deposited into. This year my deposit was made from the IRS into the account and Account Now decided to freeze my account without letting me know, and when I called in to complain a manager got on the phone and blatantly lied he said that the account was closed days before but it wasn't because I called in on the date that it was suppose to be closed but it was not I don't know if they are trying to steal my tax return or not but the managers should not be able to tell those type of lies to paying customers please be very careful before you choose a prepaid card for your tax return and PLEASE don't choose Account Now They are LIARS!!
Initial Business Response /* (1000, 5, 2015/02/11) */
The $215 was previously returned to the card when the authorization expired.
We have pulled the calls placed by Mr. [redacted]. He was calling our office when we were experiencing some telephone issues due to heavy call volume that was...
not resolved until late on 2/6/15. We sincerely apologize for the frustration but we want to assure Mr. [redacted] that our agents were not intentionally dropping the calls.
We also want to apologize for his frustration related to the $215 authorization hold. Our policy is not to release pay the pump authorizations, however, we do have a review policy related to possible issues. We assure Mr. [redacted] we are looking into the matter as to why we did not work with him to release the $215 earlier.
Again we apologize and thank him for bringing this matter to our attention.
Initial Business Response /* (1000, 5, 2015/06/10) */
We are waiting on appropriate documentation to verify the identity of the owner of the account.
Initial Consumer Rebuttal /* (3000, 11, 2015/07/08) */
Tired of sending personal information to these people and get no results...
For four months now ive been fighting with these people for my money and have sent multiple documents
Just want my money relesed so I can be done with them
Final Business Response /* (4000, 15, 2015/07/21) */
A check in the amount of $340.57 has been mailed to the customer.
Initial Business Response /* (1000, 5, 2015/02/23) */
The authorization at the pump looked like a valid transaction. It did not display as a cancelled transaction. We disclose on our website that we will hold pay at the pump transactions without release. To avoid this issue in the future,...
please pay inside the station with an attendant and not at the pump.
The hold systemically released.
The account that the customer used for her tax refund, was issued by AccountNow using an abbreviated application. The account required the customer to provide personal information including the Social Security Number during the activation process.On 3/16/16 we received the tax refund that...
the customer directed to the account. The account was closed and we requested the customer provide documentation to verify identity and address. We determined that the account could not be reopened due to an activation failure caused by the Social Security Number. The information that was provided to AccountNow during the activation process, is that the Social Security Number is inconsistent with the customer's other personal information. Examples include but are not limited to; the Social Security Number is associated with a deceased person, or the Social Security Number was issued prior to the Date of Birth.On 3/22/16 we returned the remaining portion of the tax refund to the IRS W&I Division.On 3/30/16 we called the customer and we reviewed the sequence of events which caused us to close the account and return the remainder of the tax refund. We provided the information that is available to us.The customer will need to contact the Social Security Administration for additional information related to the Social Security Number and the IRS for information about the returned tax refund amount.
Initial Business Response /* (1000, 5, 2014/05/15) */
We listened to the calls related to the account. Ms. [redacted] asked if there was a fee to pay bills. The agent advised her that there was not. This is correct. He did not reiterate the fees applicable to the card. As disclosed in the...
terms there is a first load fee of $9.95 charged to the card and then a monthly fee of $9.95 thereafter to maintain the account.
At this time, the first load fee of $9.95 has been waived and credited back to the card. However, the ongoing monthly fee will stand and will charge to the card on 5/28/14.
If Ms. [redacted] only intends to use this card to pay her student loan using our bill payment service, this may not be the card for her. She may be more interested in our Classic Card which does not have a monthly fee, but transaction fees instead. However, there is not a transaction fee associated with Bill Payment transactions.
She can find the terms of the Classic Card as well as her Gold card on our site.
Initial Consumer Rebuttal /* (2000, 7, 2014/05/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I just asked for my money back and I wont use the card again but I'm satisfied with my money back.
Initial Business Response /* (1000, 5, 2014/04/21) */
The claim is no longer open. We denied the claim and sent a communication stating our decision on 2/28/14.
We attempted to return a call to the telephone number on the account on 4/9/14 to discuss our decision.
We attempted...
another call to the telephone number provided on the complaint on 4/15/14 and we were advised that Ms. [redacted] no longer was available at the telephone number. We again tried the telephone number on the account and left another message. To date we have not received a return call.
If Ms. [redacted] would like to discuss our decision regarding our claim, she will need to contact our office at XXX-XXX-XXXX between 7:00 am - 4:00 p.m. PT, Monday through Friday.
Consumer Response /* (3000, 12, 2014/05/19) */
I want my money back
Business Response /* (4000, 14, 2014/06/02) */
The claim was denied. The investigator attempted to contact the customer. The customer may contact our office regarding the claim and speak directly with the investigator.
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.
This company has deceptive practices. They don't mention a monthly charge of $9.95 until after the money is on the card. I got an email with what I knew wasn't the amount of my check every month, called them and asked about it. First she was going to reverse the charge. Then she changed her mind and said that they actually COULDN'T reverse the charge. I am reporting them here, the Revdex.com but I will also report this to Social Security since that's my Social Security Disability check and nobody is allowed to take money out of that type of government check. If you are considering dealing with this company you'd better change your mind fast. Don't get involved with them at all.
Initial Business Response /* (1000, 5, 2015/05/27) */
The claim was filed in our office on 5/11/15. We asked for written confirmation of the error, which as of 5/27/15, has not been returned. If the written confirmation is not returned within 10 business days, under regulation E, we may...
extend our investigation to 45 days without issuing provisional credit. This is explained in detail in the terms and conditions.
The investigation was however completed today and ruled in favor of the customer. We did not issue provisional credit, instead we issued final credit. The claim is finalizing and final credit will be applied to the card account by the end of business 5/27/15 and all applicable notifications will be mailed.
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, 2015/05/22) */
We do apologize. A system issue caused the account to be erroneously closed. The deposit would have been returned on 5/6/15 and within 24 - 48 business hours should have been back in the account of the sender. We have requested a...
return trace number and will provide that upon receipt for further investigation by the originator.
Final Business Response /* (1000, 8, 2015/05/27) */
Here is the return trace number that may be provided to the payroll provider to locate the return:
XXXXXXXXXXXXXXX
Initial Business Response /* (1000, 5, 2015/03/10) */
We have searched our records. We cannot locate an account or an offer in your name, your address or with your email address.
Initial Consumer Rebuttal /* (2000, 7, 2015/03/17) */
(The consumer indicated he/she ACCEPTED the...
response from the business.)
Company emailed and let me know they were deleting my email address from their records and believed my email was attached to an unrelated account in error.
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, 8, 2015/02/19) */
The fee was disclosed in all the materials included with the card and is disclosed on the website. A refund of the fee is not due.
Initial Business Response /* (1000, 5, 2015/01/27) */
The initial monthly fee is charged at the time of the first load and is disclosed in the terms.
This is the disclosure related to the fee:
Monthly Fee (SVC CHG-MONTHLY)
Initially charged at time of first value load on your Card,...
and charged on the same day of each subsequent month
We apologize for the confusion. However, the fees allow us to cover the costs associated with servicing the account.
Initial Business Response /* (1000, 5, 2014/03/10) */
We have been working with the IRS and the IRS has initiated an additional review of the deposits. The IRS had formally recalled the funds and all of the funds have been returned to them. We will not have any additional information...
related to this matter. It will take them 6 - 8 weeks to finalize their investigation and determine resolution. Each consumer will need to follow-up with the IRS directly.
Initial Business Response /* (1000, 5, 2015/05/29) */
We will require verifiable address documentation to mail a check to a new address, the customer must provide documentation showing that he has moved to the new address.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/01) */
(The...
consumer indicated he/she ACCEPTED the response from the business.)
Ok. I will fax documentation. Thank you
Initial Business Response /* (1000, 5, 2015/06/18) */
Our records indicate that a call center manager did a three way call with the originator of the deposit and the cardholder. They were advised by the originator that the account number on the account at AccountNow is not the account...
number that they directed the deposit to. We advised Ms. [redacted] that she must work directly with the originator to resolve.
We also advised her where she can obtain the terms related to Get Paid Faster and the fees associated with the account if she no longer had the terms provided with the card.
Initial Business Response /* (1000, 5, 2014/02/26) */
Due to the amount of tax fraud that occurs each tax season, we will regularly require verification from our cardholders to protect our cardholders and other tax payers.
We requested additional verification documents from Ms. [redacted]. ...
She advised us that she could not comply with our request because her documents had been burned in a house fire. We attempted to verify the report of the fire with the local fire department and there was not a reported record of a fire at her residence.
Because we could not verify her information, we opted to return the funds back to the IRS and allow them to re-review the refund. This process typically takes the IRS 6 - 8 weeks to complete. We initiated the process on 2/24/14.
Ms. [redacted] will need to follow-up directly with the IRS if she has not heard from them within the next 6 weeks.
I have had the very worst experience with the liars that work for Account Now I have had an account with them for more than 3 years that I use only to get my tax refund direct deposited into. This year my deposit was made from the IRS into the account and Account Now decided to freeze my account without letting me know, and when I called in to complain a manager got on the phone and blatantly lied he said that the account was closed days before but it wasn't because I called in on the date that it was suppose to be closed but it was not I don't know if they are trying to steal my tax return or not but the managers should not be able to tell those type of lies to paying customers please be very careful before you choose a prepaid card for your tax return and PLEASE don't choose Account Now They are LIARS!!
Initial Business Response /* (1000, 5, 2015/02/11) */
The $215 was previously returned to the card when the authorization expired.
We have pulled the calls placed by Mr. [redacted]. He was calling our office when we were experiencing some telephone issues due to heavy call volume that was...
not resolved until late on 2/6/15. We sincerely apologize for the frustration but we want to assure Mr. [redacted] that our agents were not intentionally dropping the calls.
We also want to apologize for his frustration related to the $215 authorization hold. Our policy is not to release pay the pump authorizations, however, we do have a review policy related to possible issues. We assure Mr. [redacted] we are looking into the matter as to why we did not work with him to release the $215 earlier.
Again we apologize and thank him for bringing this matter to our attention.
Initial Business Response /* (1000, 5, 2015/06/10) */
We are waiting on appropriate documentation to verify the identity of the owner of the account.
Initial Consumer Rebuttal /* (3000, 11, 2015/07/08) */
Tired of sending personal information to these people and get no results...
For four months now ive been fighting with these people for my money and have sent multiple documents
Just want my money relesed so I can be done with them
Final Business Response /* (4000, 15, 2015/07/21) */
A check in the amount of $340.57 has been mailed to the customer.
Initial Business Response /* (1000, 5, 2015/02/23) */
The authorization at the pump looked like a valid transaction. It did not display as a cancelled transaction. We disclose on our website that we will hold pay at the pump transactions without release. To avoid this issue in the future,...
please pay inside the station with an attendant and not at the pump.
The hold systemically released.
The account that the customer used for her tax refund, was issued by AccountNow using an abbreviated application. The account required the customer to provide personal information including the Social Security Number during the activation process.On 3/16/16 we received the tax refund that...
the customer directed to the account. The account was closed and we requested the customer provide documentation to verify identity and address. We determined that the account could not be reopened due to an activation failure caused by the Social Security Number. The information that was provided to AccountNow during the activation process, is that the Social Security Number is inconsistent with the customer's other personal information. Examples include but are not limited to; the Social Security Number is associated with a deceased person, or the Social Security Number was issued prior to the Date of Birth.On 3/22/16 we returned the remaining portion of the tax refund to the IRS W&I Division.On 3/30/16 we called the customer and we reviewed the sequence of events which caused us to close the account and return the remainder of the tax refund. We provided the information that is available to us.The customer will need to contact the Social Security Administration for additional information related to the Social Security Number and the IRS for information about the returned tax refund amount.
Initial Business Response /* (1000, 5, 2014/05/15) */
We listened to the calls related to the account. Ms. [redacted] asked if there was a fee to pay bills. The agent advised her that there was not. This is correct. He did not reiterate the fees applicable to the card. As disclosed in the...
terms there is a first load fee of $9.95 charged to the card and then a monthly fee of $9.95 thereafter to maintain the account.
At this time, the first load fee of $9.95 has been waived and credited back to the card. However, the ongoing monthly fee will stand and will charge to the card on 5/28/14.
If Ms. [redacted] only intends to use this card to pay her student loan using our bill payment service, this may not be the card for her. She may be more interested in our Classic Card which does not have a monthly fee, but transaction fees instead. However, there is not a transaction fee associated with Bill Payment transactions.
She can find the terms of the Classic Card as well as her Gold card on our site.
Initial Consumer Rebuttal /* (2000, 7, 2014/05/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I just asked for my money back and I wont use the card again but I'm satisfied with my money back.