Initial Business Response /* (1000, 5, 2015/02/19) */
The ACH file we submitted on 2/5/15 had errors in the file causing the file to reject. The file was corrected and the funds were applied midday on 2/6/15 rather than early am. We apologize for the inconvenience.
Initial Business Response /* (1000, 5, 2014/03/12) */
We exercised our rights to close the account which we will not disclose in a public forum. The balance due to Ms. [redacted] was sent to her by check on February 28, 2014.
Initial Business Response /* (1000, 5, 2014/09/26) */
The error claim filed was denied. We mailed a denial letter on 8/27/14. We have attempted to call [redacted] to discuss the denial on two separate occasions.
Our investigation determined that an error did not occur. We will forward a...
copy of the denial letter to the address on the account record which matches the address on the complaint.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The case was not settled as of the date they specified. If that was the case then there would have been no need to have me call back in multiple times with them telling me it is still under review. Furthermore no one has ever called me. The person responding to this case doesn't seem to have access to the information detailing my multiple call attempts with manager escalated resolutions.
Final Business Response /* (4000, 14, 2014/10/08) */
The error claim was denied and a letter mailed on 8/27/14. We attempted to call and our records show that the last time we attempted to call, the person who picked up the telephone hung up on the investigator.
Here are the facts that determined that an error has not occurred:
* We contacted the merchant. The cardholder information was on file.
* When the cardholder filed the error claim, they indicated that there was a membership that was cancelled which is why the cardholder was disputing the transaction.
* The merchant confirmed that the services were provided.
Initial Business Response /* (1000, 5, 2015/07/21) */
A check for the remaining balance was submitted for processing on 7/14/15. The check will be mailed to the address on the account.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT...
accept the response from the business.)
Account Now should be accountable for the overdraft fees and late fees that was caused by the delay in the funds. We are looking to receive an additional 250.000 dollars to cover those fees
Initial Business Response /* (1000, 5, 2014/02/26) */
The bank policy is that the primary name of the refund must be in the name of the primary customer. In this case the refund did not have Ms. [redacted] name on the refund. The bank will typically reject the item initially, but due to a...
processing issue, the tax deposit was accepted. Once this was identified, a suspension was placed on the card to allow Ms. [redacted] the ability to provide verfication, instead of returning the item back to the IRS due to a name mismatch.
Once we obtained the necessary documents, we completed the review and lifted the suspension. This occurred on 2/19/14. We do apologize for the inconvenience. However, this measure is taken to assist in reducing the amount of tax fraud that occurs every year. It is an effort to protect our cardholders and other tax payers.
Initial Business Response /* (1000, 5, 2015/06/22) */
There is one $9.95 fee that has been charged. The fee has been credited. If the customer wants to send the disconnect notice and the invoice showing the reconnect fee, we will review the documentation to see if any reimbursement is...
due.
The documentation must be the original documentation provided by the carrier and can be faxed to XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept & I hope they honor there word .
Initial Business Response /* (1000, 5, 2015/12/14) */
The customer requested a change of address and was presented with security questions to verify his identity. The customer failed to answer the questions correctly and a restriction was placed on the account. We advised the customer that...
due to the failure, a valid photo Identification and proof of address was required in order to verify identity. The customer provided an expired Driver's License and a utility bill. The address on the customer account, on the Driver's License and on the bill are all different.
On 12/9/15, the customer stated that he does not have a non-expired photo ID. The customer provided an alternate form of verification and a check for the remaining balance on the account was sent to him. We advised the customer that his account would have to be closed until a non-expired photo ID is provided.
Initial Business Response /* (1000, 6, 2014/05/02) */
A card was mailed on 4/4/14. That card was replaced on 4/18/14 when the customer called to say that the card was not received. The card has been replaced and mailed to the address on the account again on 5/1/14.
To expedite or send a...
check we will require documentary verification. We advised the customer of this and documentary verification was refused.
We also advised the customer that he may request his payroll provider to recall the funds and with a recall request, we will be able to return the funds back to them in the original manner.
Initial Consumer Rebuttal /* (3000, 8, 2014/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do not accept this response from them. This is bull. I have not been able to pay my bills and the longer they keep me in limbo the longer it will be to pay my bills. If I stop with payroll right now it will take several more weeks for me to get my money which will be well over $2,000. Stop sending my card through regular postal mail and do the right thing and send it overnight, priority mail with a tracking number, or UPS my card. This doesn't make any sense and to top it all off, I found out that this company is actually based out of the [redacted] not [redacted] You can't speak to anyone in this country in order to get something done. So no I don't accept this and I have retain an attorney because basically they have ripped me off. They have my money and playing games. So no I don't accept this I will accept my card get my money then close this account. That's all I want to do. I don't want to wait until sometime next month to finally get a paycheck. My rental office don't want to hear I have money but can't get to it because these people can't get their act together. I want my CARD NOW!!!!
Final Business Response /* (4000, 10, 2014/05/15) */
Our records indicate that the most recent replacement card was received and activated.
Initial Business Response /* (1000, 5, 2014/04/15) */
We will require the 11-digit account number placed on the tax form to research this matter further. We are unable to locate an account with the information provided on the complaint and the telephone number has a voicemail for a person...
other than the cardholder. A message was not left, we will require the additional information requested to research the matter.
On 4/12/16 a tax refund belonging to a third party was presented for deposit to the AccountNow prepaid Debit Card account issued to the customer. The tax refund was returned and we advised...
the customer the account was closed and we would send her a check for the remaining account balance upon verification of identity and address verification.
On 4/22/16 we advised the customer that a check for the remaining account balance is being sent to her. We provided the customer with an estimated delivery timeframe of 10-14 business days.
The customer may contact AccountNow with any remaining questions at ([redacted]
Initial Business Response /* (1000, 9, 2015/10/27) */
The customer account was debited for $336.33 on 9/30/15 by an Automated Clearing House direct debit transaction. We received a dispute from the customer for an unauthorized transaction. We advised the customer on 9/30/15 that we received...
her dispute and we would initiate an investigation.
On 10/9/15, a credit of $336.33 was posted to the customer account and a letter was sent to the customer advising that a provisional credit was applied to her account. On 10/14/15 the customer transferred the funds from her account. On 10/15/15, a letter was sent to the customer advising the provisional credit is a permanent credit. We provided our telephone number for the customer to contact us with any additional questions.
The customer has received a credit for the $336.33. We consider this issued resolved. The customer may contact us at (XXX) XXX-XXXX with any questions.
Initial Consumer Rebuttal /* (2000, 11, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I got their attention!
Every month I have a problem with receiving my money on time I contact my payroll department and their bank and they said that they sent the money over on wednesday every two weeks.the money shows pending literally 10 hours when I call they give me attitude I would like my money on time. every other pay prepaid the money is late I mean really late and I really don't appreciate that because of my payday States Friday I want my money Friday morning not Friday night late afternoon there's things people have to do customer service is horrible they can't answer anything and they don't know anything when you ask to speak to a manager they put the person next to them and they're sitting back laughing I've been with account now for 4 years I've only been having this problem for the past 6 months so I will be stopping my service and also my husband and my grandmother too.
Initial Business Response /* (1000, 5, 2015/03/27) */
We have initiated a return to the IRS on 3/20/15. The process takes 6 - 12 weeks and all additional calls will need to be addressed to the IRS.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/01) */
(The consumer indicated...
he/she DID NOT accept the response from the business.)
They said they sent my money back on march 9 so why did they still have my money 11 days later? And I have already spoken to the IRS they told me I would have my money within a week of them receiving it so I don't understand where they get 6-12 weeks being they had my money on hold since Feb 25.
Final Consumer Response /* (4200, 12, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they are lying it doesn't take no 6-12 weeks to get your money from the IRS. I spoke with a guy at the IRS and he said I would have my money a week after they received it from the company. They have been lying and holding my money since Feb 25 I had enough of their game.
Final Business Response /* (4000, 14, 2015/04/20) */
The funds have been returned to the investigations unit of the IRS. We do not have any additional details. We have quoted the timeframe provided to us from this unit.
The customer has 2 accounts which have received Social Security benefit deposits. The customer has 7 previous accounts which have all been closed with a $0.00 balance. On 11/3/15 the card ending in [redacted], associated with account number [redacted], was restricted because an invalid CVV code...
was entered into the AccountNow.com customer center. On 12/3/15 AccountNow received a TRACE request from the US Treasury, initiated by the Social Security Administration. A TRACE request is an indication that Social Security has received a report of missing benefits. When we receive a TRACE request, we close the account and require a Letter of Indemnification from the US Treasury for the return of the remaining funds. Account number [redacted] was closed for this reason.On 12/16/15 we received a call and the caller was verified as the customer. The caller reported the Visa card ending in [redacted], associated with account number [redacted], had been lost. The account was restricted and a replacement card was mailed to the customer at the address on file. On 12/17/15 we received a call and the caller was verified as the customer. The caller stated that she had not reported the card as lost. We restricted the replacement card and we advised the customer that because we have multiple callers on the account, we require documentation to verify her identity and addressOn 2/26/16 we received a copy of the customer's photo identification card and a mailer. The photo identifications does not list the customer's current address and we are not able to verify the address from the mailer. We advised the customer that we require a utility bill dated within 60 days to verify the her address. The customer has stated she is homeless and we requested an alternative to a utility bill such as a bank statement, insurance statement or other verifiable documentation. The Social Security benefits which posted to this account may also be returned to the US Treasury upon receipt of a Letter of Indemnification.On 3/23/16 we called the customer at the telephone number listed on the complaint. There was no answer and the number does not allow a message to be left. We also sent an email to the address provided in the complaint. We provided an AccountNow contact telephone number in the email. The customer replied and requested the telephone number to call. We provided the AccountNow contact telephone number a second time.We have not received a call from the customer. We request the customer call us at ([redacted]
Initial Business Response /* (1000, 8, 2015/03/19) */
The initial card was returned to us undeliverable. Our policy requires documentary review when the card is returned on a new account. The cardholder refused. She asked us to return the funds back to the IRS which we initiated on 3/7/15...
and on 3/11/15 we notified the IRS that we wanted to initiate the return process. The cardholder will need to allow 6 - 12 weeks for the IRS to complete processing and then follow-up directly with them.
Initial Consumer Rebuttal /* (3000, 10, 2015/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted the IRS and they have told me they did not recieve any notification from this company. They told me I will still have to wait the 6-12 weeks for the company to even process it. Which they themselves thought that 6-12 weeks is a HORRIBLE timeframe from this company I wholeheartly do not believe that this AccountNow company did anything and are still keeping the money for themselves. I have already talked to IRS on what steps I should take and what steps they will take to ensure that I recieve my refund from this company if the IRS still hasn't recieved any notification or information from AccountNow. I will still contact an State Attorney if I still DO NOT get my refund.
Final Business Response /* (4000, 12, 2015/04/07) */
The time frame was not imposed by AccountNow. This is the processing time imposed by the IRS. We have returned the funds back to them and do not have any additional information regarding the matter. Any additional inquiries will need to be directed to the IRS.
Final Consumer Response /* (4200, 14, 2015/04/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The time frame was imposed on AccountNow. They told me the length of time and even the IRS agent was appalled. For anyone that is reading this complaint for future references, this company is a scam and only wants your money. Do not waste your time going through them for your tax refund or paycheck. This company has caused me nothing but isses and a huge headache.
Initial Business Response /* (1000, 5, 2016/02/19) */
We are unable to locate an account for this consumer. On 2/17 16 we called the consumer at the telephone number provided in the complaint. We were unable to reach the consumer and a telephone message was left. On 2/19/16 we placed a...
second call and we were unable to reach the consumer.
We require additional information in order to address this concern.
The consumer may contact us at (866) 925-2036.
Initial Business Response /* (1000, 5, 2015/04/07) */
We have reviewed our portfolio and we do not find an account for this consumer at the address provided. We will require the 11-digit DDA associated with the account to pursue this matter further.
Initial Consumer Rebuttal /*...
(3000, 7, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this. They are once again trying to avoid the situation. I do have an account with them an purposely left it open for this reason. Although I do live at a different address when I received the card and recently moved. Now it says on here not to provide any personal information there for I will not be publishing my full address on this response. What I will give you is the street , city an state but not the apt number. [redacted]. Now as far as the DA number I'm not sure what that is. If your referring to the "Direct Deposit Account" number well mine is not 11 numbers but 13 numbers an once again that refers to personal information that I'm not supposed to put on this for my own security.
Final Business Response /* (4000, 9, 2015/04/20) */
We sent an offer for a card with the terms related to the card. Ms. [redacted] activated the card and used the card. The fees apply.
The agent explained and waived one monthly fee as a courtesy.
We will not waive any additional fees.
Initial Business Response /* (1000, 5, 2015/02/10) */
The terms and conditions allow the account to be closed without notice under certain circumstances. The issuing bank exercised their rights to close the account based on the activity. When an account is closed we ask for address and ID...
verification to mail a check. The refusal to provide this information has resulted in the delay in sending the funds to the cardholder. We have used the address on the complaint and we are processing a check for the amount in the account. Had the cardholder cooperated with the verification we may have been able to temporarily open the account and allow access to the funds, but the refusal to verify does not allow the option to do this. A check will be mailed.
Initial Business Response /* (1000, 5, 2014/03/10) */
The check was processed and mailed regular mail on March 6, 2014, prior to addressing the complaint.
Initial Business Response /* (1000, 5, 2015/05/27) */
We did conduct an investigation. Under Regulation E, we are not required to obtain copies of the receipts in order to complete an investigation.
We provided the facts that we used in arriving at our decision to the...
consumer.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This business sent me a decision 2 days after my claim in the letter with the decision it says I can request documents that were used to investigate this matter however I never received anything except a call from a risk specialist telling me since I had my card in my possession I was aware of the fraud charges which is totally incorrect as the other 2 times I had this fraud issue I always had my card but this time I feel as though this company did not investigate as they won't show me proof as they advised I can request when sending the decision I want proof I made these charges as I did NOT and they are allowing a the if to just steal my money and get away with it.
Final Business Response /* (4000, 9, 2015/06/09) */
The facts related to the decision regarding the claim filed, have been mailed.
Final Consumer Response /* (3000, 13, 2015/06/15) */
[redacted]Document Attached[redacted]
My clock in information I work at 5 [redacted] plaza [redacted] floor [redacted] XXXXX portal.ADP.com my username is [redacted] Welcome5 look at my clock in times for 4/20 as bank says I made charges this day it is impossible
Initial Business Response /* (1000, 5, 2015/02/19) */
The ACH file we submitted on 2/5/15 had errors in the file causing the file to reject. The file was corrected and the funds were applied midday on 2/6/15 rather than early am. We apologize for the inconvenience.
Initial Business Response /* (1000, 5, 2014/03/12) */
We exercised our rights to close the account which we will not disclose in a public forum. The balance due to Ms. [redacted] was sent to her by check on February 28, 2014.
Initial Business Response /* (1000, 5, 2014/09/26) */
The error claim filed was denied. We mailed a denial letter on 8/27/14. We have attempted to call [redacted] to discuss the denial on two separate occasions.
Our investigation determined that an error did not occur. We will forward a...
copy of the denial letter to the address on the account record which matches the address on the complaint.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The case was not settled as of the date they specified. If that was the case then there would have been no need to have me call back in multiple times with them telling me it is still under review. Furthermore no one has ever called me. The person responding to this case doesn't seem to have access to the information detailing my multiple call attempts with manager escalated resolutions.
Final Business Response /* (4000, 14, 2014/10/08) */
The error claim was denied and a letter mailed on 8/27/14. We attempted to call and our records show that the last time we attempted to call, the person who picked up the telephone hung up on the investigator.
Here are the facts that determined that an error has not occurred:
* We contacted the merchant. The cardholder information was on file.
* When the cardholder filed the error claim, they indicated that there was a membership that was cancelled which is why the cardholder was disputing the transaction.
* The merchant confirmed that the services were provided.
We do not have any additional recourse.
Initial Business Response /* (1000, 5, 2015/07/21) */
A check for the remaining balance was submitted for processing on 7/14/15. The check will be mailed to the address on the account.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT...
accept the response from the business.)
Account Now should be accountable for the overdraft fees and late fees that was caused by the delay in the funds. We are looking to receive an additional 250.000 dollars to cover those fees
Initial Business Response /* (1000, 5, 2014/02/26) */
The bank policy is that the primary name of the refund must be in the name of the primary customer. In this case the refund did not have Ms. [redacted] name on the refund. The bank will typically reject the item initially, but due to a...
processing issue, the tax deposit was accepted. Once this was identified, a suspension was placed on the card to allow Ms. [redacted] the ability to provide verfication, instead of returning the item back to the IRS due to a name mismatch.
Once we obtained the necessary documents, we completed the review and lifted the suspension. This occurred on 2/19/14. We do apologize for the inconvenience. However, this measure is taken to assist in reducing the amount of tax fraud that occurs every year. It is an effort to protect our cardholders and other tax payers.
Initial Business Response /* (1000, 5, 2015/06/22) */
There is one $9.95 fee that has been charged. The fee has been credited. If the customer wants to send the disconnect notice and the invoice showing the reconnect fee, we will review the documentation to see if any reimbursement is...
due.
The documentation must be the original documentation provided by the carrier and can be faxed to XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept & I hope they honor there word .
Initial Business Response /* (1000, 5, 2015/12/14) */
The customer requested a change of address and was presented with security questions to verify his identity. The customer failed to answer the questions correctly and a restriction was placed on the account. We advised the customer that...
due to the failure, a valid photo Identification and proof of address was required in order to verify identity. The customer provided an expired Driver's License and a utility bill. The address on the customer account, on the Driver's License and on the bill are all different.
On 12/9/15, the customer stated that he does not have a non-expired photo ID. The customer provided an alternate form of verification and a check for the remaining balance on the account was sent to him. We advised the customer that his account would have to be closed until a non-expired photo ID is provided.
Initial Business Response /* (1000, 6, 2014/05/02) */
A card was mailed on 4/4/14. That card was replaced on 4/18/14 when the customer called to say that the card was not received. The card has been replaced and mailed to the address on the account again on 5/1/14.
To expedite or send a...
check we will require documentary verification. We advised the customer of this and documentary verification was refused.
We also advised the customer that he may request his payroll provider to recall the funds and with a recall request, we will be able to return the funds back to them in the original manner.
Initial Consumer Rebuttal /* (3000, 8, 2014/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do not accept this response from them. This is bull. I have not been able to pay my bills and the longer they keep me in limbo the longer it will be to pay my bills. If I stop with payroll right now it will take several more weeks for me to get my money which will be well over $2,000. Stop sending my card through regular postal mail and do the right thing and send it overnight, priority mail with a tracking number, or UPS my card. This doesn't make any sense and to top it all off, I found out that this company is actually based out of the [redacted] not [redacted] You can't speak to anyone in this country in order to get something done. So no I don't accept this and I have retain an attorney because basically they have ripped me off. They have my money and playing games. So no I don't accept this I will accept my card get my money then close this account. That's all I want to do. I don't want to wait until sometime next month to finally get a paycheck. My rental office don't want to hear I have money but can't get to it because these people can't get their act together. I want my CARD NOW!!!!
Final Business Response /* (4000, 10, 2014/05/15) */
Our records indicate that the most recent replacement card was received and activated.
Initial Business Response /* (1000, 5, 2014/04/15) */
We will require the 11-digit account number placed on the tax form to research this matter further. We are unable to locate an account with the information provided on the complaint and the telephone number has a voicemail for a person...
other than the cardholder. A message was not left, we will require the additional information requested to research the matter.
On 4/12/16 a tax refund belonging to a third party was presented for deposit to the AccountNow prepaid Debit Card account issued to the customer. The tax refund was returned and we advised...
the customer the account was closed and we would send her a check for the remaining account balance upon verification of identity and address verification.
On 4/22/16 we advised the customer that a check for the remaining account balance is being sent to her. We provided the customer with an estimated delivery timeframe of 10-14 business days.
The customer may contact AccountNow with any remaining questions at ([redacted]
Initial Business Response /* (1000, 9, 2015/10/27) */
The customer account was debited for $336.33 on 9/30/15 by an Automated Clearing House direct debit transaction. We received a dispute from the customer for an unauthorized transaction. We advised the customer on 9/30/15 that we received...
her dispute and we would initiate an investigation.
On 10/9/15, a credit of $336.33 was posted to the customer account and a letter was sent to the customer advising that a provisional credit was applied to her account. On 10/14/15 the customer transferred the funds from her account. On 10/15/15, a letter was sent to the customer advising the provisional credit is a permanent credit. We provided our telephone number for the customer to contact us with any additional questions.
The customer has received a credit for the $336.33. We consider this issued resolved. The customer may contact us at (XXX) XXX-XXXX with any questions.
Initial Consumer Rebuttal /* (2000, 11, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I got their attention!
Every month I have a problem with receiving my money on time I contact my payroll department and their bank and they said that they sent the money over on wednesday every two weeks.the money shows pending literally 10 hours when I call they give me attitude I would like my money on time. every other pay prepaid the money is late I mean really late and I really don't appreciate that because of my payday States Friday I want my money Friday morning not Friday night late afternoon there's things people have to do customer service is horrible they can't answer anything and they don't know anything when you ask to speak to a manager they put the person next to them and they're sitting back laughing I've been with account now for 4 years I've only been having this problem for the past 6 months so I will be stopping my service and also my husband and my grandmother too.
Initial Business Response /* (1000, 5, 2015/03/27) */
We have initiated a return to the IRS on 3/20/15. The process takes 6 - 12 weeks and all additional calls will need to be addressed to the IRS.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/01) */
(The consumer indicated...
he/she DID NOT accept the response from the business.)
They said they sent my money back on march 9 so why did they still have my money 11 days later? And I have already spoken to the IRS they told me I would have my money within a week of them receiving it so I don't understand where they get 6-12 weeks being they had my money on hold since Feb 25.
Final Consumer Response /* (4200, 12, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they are lying it doesn't take no 6-12 weeks to get your money from the IRS. I spoke with a guy at the IRS and he said I would have my money a week after they received it from the company. They have been lying and holding my money since Feb 25 I had enough of their game.
Final Business Response /* (4000, 14, 2015/04/20) */
The funds have been returned to the investigations unit of the IRS. We do not have any additional details. We have quoted the timeframe provided to us from this unit.
The customer has 2 accounts which have received Social Security benefit deposits. The customer has 7 previous accounts which have all been closed with a $0.00 balance. On 11/3/15 the card ending in [redacted], associated with account number [redacted], was restricted because an invalid CVV code...
was entered into the AccountNow.com customer center. On 12/3/15 AccountNow received a TRACE request from the US Treasury, initiated by the Social Security Administration. A TRACE request is an indication that Social Security has received a report of missing benefits. When we receive a TRACE request, we close the account and require a Letter of Indemnification from the US Treasury for the return of the remaining funds. Account number [redacted] was closed for this reason.On 12/16/15 we received a call and the caller was verified as the customer. The caller reported the Visa card ending in [redacted], associated with account number [redacted], had been lost. The account was restricted and a replacement card was mailed to the customer at the address on file. On 12/17/15 we received a call and the caller was verified as the customer. The caller stated that she had not reported the card as lost. We restricted the replacement card and we advised the customer that because we have multiple callers on the account, we require documentation to verify her identity and addressOn 2/26/16 we received a copy of the customer's photo identification card and a mailer. The photo identifications does not list the customer's current address and we are not able to verify the address from the mailer. We advised the customer that we require a utility bill dated within 60 days to verify the her address. The customer has stated she is homeless and we requested an alternative to a utility bill such as a bank statement, insurance statement or other verifiable documentation. The Social Security benefits which posted to this account may also be returned to the US Treasury upon receipt of a Letter of Indemnification.On 3/23/16 we called the customer at the telephone number listed on the complaint. There was no answer and the number does not allow a message to be left. We also sent an email to the address provided in the complaint. We provided an AccountNow contact telephone number in the email. The customer replied and requested the telephone number to call. We provided the AccountNow contact telephone number a second time.We have not received a call from the customer. We request the customer call us at ([redacted]
Initial Business Response /* (1000, 8, 2015/03/19) */
The initial card was returned to us undeliverable. Our policy requires documentary review when the card is returned on a new account. The cardholder refused. She asked us to return the funds back to the IRS which we initiated on 3/7/15...
and on 3/11/15 we notified the IRS that we wanted to initiate the return process. The cardholder will need to allow 6 - 12 weeks for the IRS to complete processing and then follow-up directly with them.
Initial Consumer Rebuttal /* (3000, 10, 2015/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted the IRS and they have told me they did not recieve any notification from this company. They told me I will still have to wait the 6-12 weeks for the company to even process it. Which they themselves thought that 6-12 weeks is a HORRIBLE timeframe from this company I wholeheartly do not believe that this AccountNow company did anything and are still keeping the money for themselves. I have already talked to IRS on what steps I should take and what steps they will take to ensure that I recieve my refund from this company if the IRS still hasn't recieved any notification or information from AccountNow. I will still contact an State Attorney if I still DO NOT get my refund.
Final Business Response /* (4000, 12, 2015/04/07) */
The time frame was not imposed by AccountNow. This is the processing time imposed by the IRS. We have returned the funds back to them and do not have any additional information regarding the matter. Any additional inquiries will need to be directed to the IRS.
Final Consumer Response /* (4200, 14, 2015/04/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The time frame was imposed on AccountNow. They told me the length of time and even the IRS agent was appalled. For anyone that is reading this complaint for future references, this company is a scam and only wants your money. Do not waste your time going through them for your tax refund or paycheck. This company has caused me nothing but isses and a huge headache.
Initial Business Response /* (1000, 5, 2016/02/19) */
We are unable to locate an account for this consumer. On 2/17 16 we called the consumer at the telephone number provided in the complaint. We were unable to reach the consumer and a telephone message was left. On 2/19/16 we placed a...
second call and we were unable to reach the consumer.
We require additional information in order to address this concern.
The consumer may contact us at (866) 925-2036.
Initial Business Response /* (1000, 5, 2015/04/07) */
We have reviewed our portfolio and we do not find an account for this consumer at the address provided. We will require the 11-digit DDA associated with the account to pursue this matter further.
Initial Consumer Rebuttal /*...
(3000, 7, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this. They are once again trying to avoid the situation. I do have an account with them an purposely left it open for this reason. Although I do live at a different address when I received the card and recently moved. Now it says on here not to provide any personal information there for I will not be publishing my full address on this response. What I will give you is the street , city an state but not the apt number. [redacted]. Now as far as the DA number I'm not sure what that is. If your referring to the "Direct Deposit Account" number well mine is not 11 numbers but 13 numbers an once again that refers to personal information that I'm not supposed to put on this for my own security.
Final Business Response /* (4000, 9, 2015/04/20) */
We sent an offer for a card with the terms related to the card. Ms. [redacted] activated the card and used the card. The fees apply.
The agent explained and waived one monthly fee as a courtesy.
We will not waive any additional fees.
Initial Business Response /* (1000, 5, 2015/02/10) */
The terms and conditions allow the account to be closed without notice under certain circumstances. The issuing bank exercised their rights to close the account based on the activity. When an account is closed we ask for address and ID...
verification to mail a check. The refusal to provide this information has resulted in the delay in sending the funds to the cardholder. We have used the address on the complaint and we are processing a check for the amount in the account. Had the cardholder cooperated with the verification we may have been able to temporarily open the account and allow access to the funds, but the refusal to verify does not allow the option to do this. A check will be mailed.
Initial Business Response /* (1000, 5, 2014/03/10) */
The check was processed and mailed regular mail on March 6, 2014, prior to addressing the complaint.
Initial Business Response /* (1000, 5, 2015/05/27) */
We did conduct an investigation. Under Regulation E, we are not required to obtain copies of the receipts in order to complete an investigation.
We provided the facts that we used in arriving at our decision to the...
consumer.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This business sent me a decision 2 days after my claim in the letter with the decision it says I can request documents that were used to investigate this matter however I never received anything except a call from a risk specialist telling me since I had my card in my possession I was aware of the fraud charges which is totally incorrect as the other 2 times I had this fraud issue I always had my card but this time I feel as though this company did not investigate as they won't show me proof as they advised I can request when sending the decision I want proof I made these charges as I did NOT and they are allowing a the if to just steal my money and get away with it.
Final Business Response /* (4000, 9, 2015/06/09) */
The facts related to the decision regarding the claim filed, have been mailed.
Final Consumer Response /* (3000, 13, 2015/06/15) */
[redacted]Document Attached[redacted]
My clock in information I work at 5 [redacted] plaza [redacted] floor [redacted] XXXXX portal.ADP.com my username is [redacted] Welcome5 look at my clock in times for 4/20 as bank says I made charges this day it is impossible