Initial Business Response /* (1000, 5, 2015/01/26) */
The consumer may go to a MoneyGram location and purchase an AccountNow MoneyGram card. Purchasing the card at a MoneyGram location will allow for an immediate load and access to the funds pending identity verification.
Or the consumer...
may use the following link and apply for an AccountNow MoneyGram card:
https://www.mymoneygramaccountnowvisa.com/MyAccountNew.aspx
Initial Consumer Rebuttal /* (3000, 7, 2015/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You need to realize I still have two accounts that should have been inactive and no one was able to help me! None of the stores in my area has it!
Final Business Response /* (4000, 9, 2015/02/09) */
We have reviewed our records in furhter detail. We apologize but we are unable to extend an account at this time.
Final Consumer Response /* (4200, 11, 2015/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
its a prepaid card and should allow me to get another card!
Initial Business Response /* (1000, 6, 2015/03/18) */
We conducted an investigation and the claim was denied. We have reopened the claim and have provided credit in the amount of $347.49.
The credit was applied and the customer was contacted to advise of the credit.
Initial...
Consumer Rebuttal /* (2000, 8, 2015/03/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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, 2014/04/10) */
Amazon issued the $79 credit to the original card number that was reported lost by Mr. [redacted] on 9/23/13. We will accept a credit on a closed card number to ensure that the customer can return items to a merchant since most merchants...
will only issue a credit to the original card used for purchase.
Mr. [redacted] spoke to the agent and the agent explained this and agreed to send a copy of the statement showing that the credit was received on 3/18/14.
A copy of the statement on the closed card has been requested.
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, 2015/04/17) */
We need to ensure that the funds have not been returned to the sender by the issuing bank. Once we know that, we will be able to provide a response.
Final Business Response /* (4000, 8, 2015/04/21) */
We have received...
additional information from the issuing bank. They returned the funds back to the IRS on 4/6/15. Ms. [redacted] will need to follow-up directly with the IRS. It may take up to 12 weeks from the date of return for the IRS to complete their review and update their records with the status of future distribution.
Initial Business Response /* (1000, 5, 2015/10/05) */
On 9/28/15, we contacted the customer regarding the three authorization holds from Med-View airline; $110.98, $191.33 and $95.92 for a total of: $398.23. The customer stated that the merchant may have obtained his Visa card number from an...
online transaction performed by his son. Authorizations hold funds for future debits, however if the merchant does not process a debit, the funds will be restored.
We advised the customer of the process for an early release of an authorization hold; the merchant may submit an authorization hold release on their company letterhead. The customer stated he understood the limitations. We advised the customer that if the merchant processed debits, AccountNow would file disputes for unauthorized transactions at his request.
The merchant did process debits and the customer initiated disputes against these transactions. We are processing the disputes at this time and will provide the customer with updates.
Initial Business Response /* (1000, 5, 2015/03/31) */
Documentary verification was required. This was completed on 3/24/15 and a new card was processed.
Initial Business Response /* (1000, 5, 2014/07/31) */
The $9.95 fee is clearly disclosed in the terms. Since the consumer is not happy with the account, we have waived the initial fee. The fee has been credited back to the account.
The new monthly fee will charge on 8/15/14 and we...
will not waive any additional fees since the consumer agreed to the terms.
Initial Business Response /* (1000, 6, 2015/07/30) */
Our research has determined that the 3 cards that were purchased and funded on 06/25/15 by the customer, were each registered on the same day, after the funding occurred.
The customer has indicated that she has contacted Law...
Enforcement and filed a police report. We have records of the registration names and IP (Internet Protocol) addresses which were used to register the cards. We also have records of the transactions which occurred after the registrations. We request that the customer provide law enforcement with the AccountNow contact information listed below so that we may assist law enforcement with the investigation by providing the records::
Custodian of Records
AccountNow
[redacted] XXXXX
Email: [redacted]@accountnowinc.com
Fax: (XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 8, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I will provide law enforcement with the information. I believe the company knowing the information that they do concerning the cards should issue me a refund.
Final Business Response /* (4000, 13, 2015/08/17) */
We reiterate that the accounts that we identified were registered after they were funded, not before as indicated in the complaint. After the accounts were registered, the funds were removed. Based upon the facts available to us, we believe this is a case for law enforcement to investigate.
AccountNow will cooperate with Law Enforcement upon receipt of a subpoena for records.
The AccountNow law enforcement contact information is:
Custodian of Records
AccountNow
[redacted] XXXXX
Tel # (XXX) XXX-XXXX
Fax # (XXX) XXX-XXXX
Final Consumer Response /* (4200, 15, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I said that I purchased the cards but did not register them until 6/29 only to find out they were already registered and the money removed. I have contacted the Federal Trade Commission as well as Consumer Finance. My attorney is also returning from vacation this week. I cannot believe a copy that has received all the required documentation from me (receipt and copy of cards) is still refusing to refund my money.
Initial Business Response /* (1000, 5, 2014/06/23) */
The card that we mailed on February 19, 2014, was returned to us as undeliverable.
Our records indicate that Ms. [redacted] contacted our office on March 11, 2014, and we advised her that we would require address verification documentation...
to reprocess the card.
On April 17, 2014, our records indicate that Ms. [redacted] contacted our office regarding the verification documentation that she sent to us by the United States Postal Service. At that time we advised her that we did not have any record of the documentation and offered her the option of uploading the documentation to us. We did receive documentation on that day, however, we were unable to clearly see the information that we required to verify the identity of Ms. [redacted].
On April 22, 2014, we received a call from Ms. [redacted] and we advised her that we required cleared copies of the documentation.
On May 16, 2014, our records indicate that we received and reviewed additional documentation and we attempted to contact Ms. [redacted], but we received a busy signal and we were unable to reach her.
We are unclear at this time what transpired, but we do know that on June 16, 2014, a manager reviewed the account and expedited a card to Ms. [redacted] at no charge.
We apologize for the frustration that this matter has caused. We have reviewed the account and we recognize that Ms. [redacted] continued to deposit monthly to the card account and did not have access to the funds until she received and activated the new card on June 19, 2014. Therefore, we have issued credit for each monthly fee applied to the card from March 2014, through June 2014. A credit of $39.80 was applied to the card account on June 23, 2014.
Again we apologize for the frustration and delay that this matter has caused.
Initial Business Response /* (1000, 6, 2015/08/03) */
We have reviewed the call related to the $8.79 hold which was posted on 7/12/15 by NetFlix. During the 07/15/15 call, the customer asked AccountNow to release the hold and the customer service agent described the policy (listed below)....
The customer wanted the hold to be released now and we told her it wasn't possible. The customer requested a supervisor and the call was transferred, however we have no notes that the customer spoke to anyone after that.
We are required to hold funds related to authorizations, to allow the merchant to collect their funds as authorized. For transactions related to Video/Amusement such as NetFlix, the hold may be up to 10 business days. In order to release these funds back to the account, we require a fax directly from the merchant. Merchants must fax the request on their corporate letterhead, with the amount, the specific reason to release the hold and the name and contact information for the merchant. Faxes must be sent to (XXX) XXX-XXXX. All faxes will be verified prior to the release of an authorization hold. Faxes are processed within 24 business hours of receipt. We process faxes throughout the day in the order received.
We apologize if the information the cardholder received during the telephone call was not clear. On 07/22/15, the authorization hold expired and on 7/25/15 the customer performed a transaction bringing the account balance to $0.00.
Initial Consumer Rebuttal /* (2000, 8, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/03/13) */
We have not received a claim form nor any receipts provided by the ATM owner. An investigation was opened and we are awaiting the merchants information related to their terminal balance on that day. A response to the claim is due no...
Initial Business Response /* (1000, 9, 2015/05/22) */
A message was left for the cardholder on 5/18. We can transfer to an active card if she has the card. Notes are on the account and as of this date a return call has not been received.
Initial Consumer Rebuttal /* (3000, 11,...
2015/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I repeatedly asked them to unlock the card I have to receive my paycheck. They locked it without my permission. I have been getting the run around with them for over a month now. There was no possible compromise. I do not even shop at home Depot. They also told me once I got a new card in the mail that it would transfer right away. Meanwhile, they closed the locked card before it could transfer. They can't do that. It is against my rights.
Final Consumer Response /* (3000, 20, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a card maybe 4 weeks ago ending in [redacted]. Please transfer my funds immediately.
Final Business Response /* (4000, 22, 2015/06/22) */
The funds have been moved.
Initial Business Response /* (1000, 5, 2014/06/18) */
Ms. [redacted] advised us that her payroll funds had been applied her account on 6/2/14. The agent located an account where the funds were applied but Ms. [redacted] advised the agent that she did not apply for the account, nor have any...
knowledge of the account. To ensure that the funds were properly disbursed our policy is to return them to the originator.
Or records indicate that the funds were returned on 6/10/14 with the following trace number: XXXXXXXXXXXXXXX. This number may be used to trace the status with her employer.
Initial Business Response /* (1000, 5, 2015/04/24) */
The customer has been contacted and the issue has been resolved.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/27) */
4-26-15
Sent via email:
Yes it was. I had made 15 phone calls trying to transfer the money to my...
replacement card and it never worked. They called me on Friday the 24th and voluntarily did what I had been asking and transferred the money to the replacement card. Ironic that they were so cooperative all of the sudden but it has been resolved.
Thank you for your time
[redacted]
I have been with account now on and off for some time now. You have to give and take with a prepaid card company. However, this has gone too far. 1. The policy to update your new address to me is very tedious. It is a PREPAID card. 2. The website is flawed! They have 3 options. a.) Mail b.) Fax c.) email. Apparently the email has not worked for some time now. So that pissed me off. I am waiting to see my card in the mail only for them not even know that I sent the information. 3. I finally speak with someone who tells me that they can not release my funds while the card information is being updated. So they are holding my money "protecting" me while I am screwed because I can not get my money. 4. After speaking with the 5th person in 2 hours of being hung up on, I am informed that I have to resend the information YET AGAIN to the right account number....well I have the right account number because I called the automated system.....WRONG...the automated system is also flawed. Apparently I have 2 accounts and the other account number is what I got. So now! My card is delayed yet again!!!!!!!!!!!!!! The website, agents and IVR are all flawed!!! The outcome nothing. They can expedite my card but I have to pay $25 for it to be expedited in 3 DAYS!!!! smh At least that is what the last agent told me. I have been on hold now for 25 mins waiting for a manager...my 3rd manager for the day.
Initial Business Response /* (1000, 5, 2015/03/10) */
The balance inquiry fee has been credited. As disclosed, the surcharge free ATM means that the fee that the ATM owner would normally charge is not charged. All other fees apply, including a balance inquiry fee. The balance inquiry fee...
was charged at the ATM where the funds were withdrawn.
Initial Business Response /* (1000, 5, 2014/07/29) */
A new card was mailed and activated on 7/17/14. We did not assess a fee for the new card. Access was granted to the deposit on 7/11/14 while the new card was in transit.
Initial Business Response /* (1000, 5, 2015/01/26) */
The consumer may go to a MoneyGram location and purchase an AccountNow MoneyGram card. Purchasing the card at a MoneyGram location will allow for an immediate load and access to the funds pending identity verification.
Or the consumer...
may use the following link and apply for an AccountNow MoneyGram card:
https://www.mymoneygramaccountnowvisa.com/MyAccountNew.aspx
Initial Consumer Rebuttal /* (3000, 7, 2015/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You need to realize I still have two accounts that should have been inactive and no one was able to help me! None of the stores in my area has it!
Final Business Response /* (4000, 9, 2015/02/09) */
We have reviewed our records in furhter detail. We apologize but we are unable to extend an account at this time.
Final Consumer Response /* (4200, 11, 2015/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
its a prepaid card and should allow me to get another card!
Initial Business Response /* (1000, 6, 2015/03/18) */
We conducted an investigation and the claim was denied. We have reopened the claim and have provided credit in the amount of $347.49.
The credit was applied and the customer was contacted to advise of the credit.
Initial...
Consumer Rebuttal /* (2000, 8, 2015/03/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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, 2014/04/10) */
Amazon issued the $79 credit to the original card number that was reported lost by Mr. [redacted] on 9/23/13. We will accept a credit on a closed card number to ensure that the customer can return items to a merchant since most merchants...
will only issue a credit to the original card used for purchase.
Mr. [redacted] spoke to the agent and the agent explained this and agreed to send a copy of the statement showing that the credit was received on 3/18/14.
A copy of the statement on the closed card has been requested.
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, 2015/04/17) */
We need to ensure that the funds have not been returned to the sender by the issuing bank. Once we know that, we will be able to provide a response.
Final Business Response /* (4000, 8, 2015/04/21) */
We have received...
additional information from the issuing bank. They returned the funds back to the IRS on 4/6/15. Ms. [redacted] will need to follow-up directly with the IRS. It may take up to 12 weeks from the date of return for the IRS to complete their review and update their records with the status of future distribution.
Initial Business Response /* (1000, 5, 2015/10/05) */
On 9/28/15, we contacted the customer regarding the three authorization holds from Med-View airline; $110.98, $191.33 and $95.92 for a total of: $398.23. The customer stated that the merchant may have obtained his Visa card number from an...
online transaction performed by his son. Authorizations hold funds for future debits, however if the merchant does not process a debit, the funds will be restored.
We advised the customer of the process for an early release of an authorization hold; the merchant may submit an authorization hold release on their company letterhead. The customer stated he understood the limitations. We advised the customer that if the merchant processed debits, AccountNow would file disputes for unauthorized transactions at his request.
The merchant did process debits and the customer initiated disputes against these transactions. We are processing the disputes at this time and will provide the customer with updates.
Initial Business Response /* (1000, 5, 2015/03/31) */
Documentary verification was required. This was completed on 3/24/15 and a new card was processed.
Initial Business Response /* (1000, 5, 2014/07/31) */
The $9.95 fee is clearly disclosed in the terms. Since the consumer is not happy with the account, we have waived the initial fee. The fee has been credited back to the account.
The new monthly fee will charge on 8/15/14 and we...
will not waive any additional fees since the consumer agreed to the terms.
Initial Business Response /* (1000, 6, 2015/07/30) */
Our research has determined that the 3 cards that were purchased and funded on 06/25/15 by the customer, were each registered on the same day, after the funding occurred.
The customer has indicated that she has contacted Law...
Enforcement and filed a police report. We have records of the registration names and IP (Internet Protocol) addresses which were used to register the cards. We also have records of the transactions which occurred after the registrations. We request that the customer provide law enforcement with the AccountNow contact information listed below so that we may assist law enforcement with the investigation by providing the records::
Custodian of Records
AccountNow
[redacted] XXXXX
Email: [redacted]@accountnowinc.com
Fax: (XXX) XXX-XXXX
Initial Consumer Rebuttal /* (3000, 8, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I will provide law enforcement with the information. I believe the company knowing the information that they do concerning the cards should issue me a refund.
Final Business Response /* (4000, 13, 2015/08/17) */
We reiterate that the accounts that we identified were registered after they were funded, not before as indicated in the complaint. After the accounts were registered, the funds were removed. Based upon the facts available to us, we believe this is a case for law enforcement to investigate.
AccountNow will cooperate with Law Enforcement upon receipt of a subpoena for records.
The AccountNow law enforcement contact information is:
Custodian of Records
AccountNow
[redacted] XXXXX
Tel # (XXX) XXX-XXXX
Fax # (XXX) XXX-XXXX
Final Consumer Response /* (4200, 15, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I said that I purchased the cards but did not register them until 6/29 only to find out they were already registered and the money removed. I have contacted the Federal Trade Commission as well as Consumer Finance. My attorney is also returning from vacation this week. I cannot believe a copy that has received all the required documentation from me (receipt and copy of cards) is still refusing to refund my money.
Initial Business Response /* (1000, 5, 2015/04/06) */
The card was expedited and activated on 4/2/15.
Initial Business Response /* (1000, 5, 2014/06/23) */
The card that we mailed on February 19, 2014, was returned to us as undeliverable.
Our records indicate that Ms. [redacted] contacted our office on March 11, 2014, and we advised her that we would require address verification documentation...
to reprocess the card.
On April 17, 2014, our records indicate that Ms. [redacted] contacted our office regarding the verification documentation that she sent to us by the United States Postal Service. At that time we advised her that we did not have any record of the documentation and offered her the option of uploading the documentation to us. We did receive documentation on that day, however, we were unable to clearly see the information that we required to verify the identity of Ms. [redacted].
On April 22, 2014, we received a call from Ms. [redacted] and we advised her that we required cleared copies of the documentation.
On May 16, 2014, our records indicate that we received and reviewed additional documentation and we attempted to contact Ms. [redacted], but we received a busy signal and we were unable to reach her.
We are unclear at this time what transpired, but we do know that on June 16, 2014, a manager reviewed the account and expedited a card to Ms. [redacted] at no charge.
We apologize for the frustration that this matter has caused. We have reviewed the account and we recognize that Ms. [redacted] continued to deposit monthly to the card account and did not have access to the funds until she received and activated the new card on June 19, 2014. Therefore, we have issued credit for each monthly fee applied to the card from March 2014, through June 2014. A credit of $39.80 was applied to the card account on June 23, 2014.
Again we apologize for the frustration and delay that this matter has caused.
Initial Business Response /* (1000, 6, 2015/08/03) */
We have reviewed the call related to the $8.79 hold which was posted on 7/12/15 by NetFlix. During the 07/15/15 call, the customer asked AccountNow to release the hold and the customer service agent described the policy (listed below)....
The customer wanted the hold to be released now and we told her it wasn't possible. The customer requested a supervisor and the call was transferred, however we have no notes that the customer spoke to anyone after that.
We are required to hold funds related to authorizations, to allow the merchant to collect their funds as authorized. For transactions related to Video/Amusement such as NetFlix, the hold may be up to 10 business days. In order to release these funds back to the account, we require a fax directly from the merchant. Merchants must fax the request on their corporate letterhead, with the amount, the specific reason to release the hold and the name and contact information for the merchant. Faxes must be sent to (XXX) XXX-XXXX. All faxes will be verified prior to the release of an authorization hold. Faxes are processed within 24 business hours of receipt. We process faxes throughout the day in the order received.
We apologize if the information the cardholder received during the telephone call was not clear. On 07/22/15, the authorization hold expired and on 7/25/15 the customer performed a transaction bringing the account balance to $0.00.
Initial Consumer Rebuttal /* (2000, 8, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/03/13) */
We have not received a claim form nor any receipts provided by the ATM owner. An investigation was opened and we are awaiting the merchants information related to their terminal balance on that day. A response to the claim is due no...
later than 2/20/15.
Initial Business Response /* (1000, 9, 2015/05/22) */
A message was left for the cardholder on 5/18. We can transfer to an active card if she has the card. Notes are on the account and as of this date a return call has not been received.
Initial Consumer Rebuttal /* (3000, 11,...
2015/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I repeatedly asked them to unlock the card I have to receive my paycheck. They locked it without my permission. I have been getting the run around with them for over a month now. There was no possible compromise. I do not even shop at home Depot. They also told me once I got a new card in the mail that it would transfer right away. Meanwhile, they closed the locked card before it could transfer. They can't do that. It is against my rights.
Final Consumer Response /* (3000, 20, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a card maybe 4 weeks ago ending in [redacted]. Please transfer my funds immediately.
Final Business Response /* (4000, 22, 2015/06/22) */
The funds have been moved.
Initial Business Response /* (1000, 5, 2014/06/18) */
Ms. [redacted] advised us that her payroll funds had been applied her account on 6/2/14. The agent located an account where the funds were applied but Ms. [redacted] advised the agent that she did not apply for the account, nor have any...
knowledge of the account. To ensure that the funds were properly disbursed our policy is to return them to the originator.
Or records indicate that the funds were returned on 6/10/14 with the following trace number: XXXXXXXXXXXXXXX. This number may be used to trace the status with her employer.
Initial Business Response /* (1000, 5, 2015/04/24) */
The customer has been contacted and the issue has been resolved.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/27) */
4-26-15
Sent via email:
Yes it was. I had made 15 phone calls trying to transfer the money to my...
replacement card and it never worked. They called me on Friday the 24th and voluntarily did what I had been asking and transferred the money to the replacement card. Ironic that they were so cooperative all of the sudden but it has been resolved.
Thank you for your time
[redacted]
I have been with account now on and off for some time now. You have to give and take with a prepaid card company. However, this has gone too far. 1. The policy to update your new address to me is very tedious. It is a PREPAID card. 2. The website is flawed! They have 3 options. a.) Mail b.) Fax c.) email. Apparently the email has not worked for some time now. So that pissed me off. I am waiting to see my card in the mail only for them not even know that I sent the information. 3. I finally speak with someone who tells me that they can not release my funds while the card information is being updated. So they are holding my money "protecting" me while I am screwed because I can not get my money. 4. After speaking with the 5th person in 2 hours of being hung up on, I am informed that I have to resend the information YET AGAIN to the right account number....well I have the right account number because I called the automated system.....WRONG...the automated system is also flawed. Apparently I have 2 accounts and the other account number is what I got. So now! My card is delayed yet again!!!!!!!!!!!!!! The website, agents and IVR are all flawed!!! The outcome nothing. They can expedite my card but I have to pay $25 for it to be expedited in 3 DAYS!!!! smh At least that is what the last agent told me. I have been on hold now for 25 mins waiting for a manager...my 3rd manager for the day.
Initial Business Response /* (1000, 5, 2015/03/10) */
The balance inquiry fee has been credited. As disclosed, the surcharge free ATM means that the fee that the ATM owner would normally charge is not charged. All other fees apply, including a balance inquiry fee. The balance inquiry fee...
was charged at the ATM where the funds were withdrawn.
Initial Business Response /* (1000, 5, 2014/07/29) */
A new card was mailed and activated on 7/17/14. We did not assess a fee for the new card. Access was granted to the deposit on 7/11/14 while the new card was in transit.