Initial Business Response /* (1000, 5, 2014/06/20) */
On May 28, 2014, an error claim was filed on your behalf in the amount of $191.50. The claim had a resolution date of June 25, 2014, based on the fact that your error claim occurred within 30 days of your first deposit. Here are the...
terms as they appear in your card account agreement as it relates to you right to dispute an error:
Information About Your Right to Dispute Errors
In case of errors or questions about your electronic transactions, call X-XXX-XXX-XXXX or write to AccountNow Customer Service, [redacted] XXXXX, Attention: Disputes if you think your statement or receipt is wrong or if you need more information about a transaction listed on the statement or receipt. We must allow you to report an error until sixty (60) days after the earlier of the date you electronically access your Card Account, if the error could be viewed in your electronic history, or the date we sent the FIRST written history on which the error appeared. You may request a written history of your transactions at any time by calling us at X-XXX-XXX-XXXX or writing us at AccountNow Customer Service, [redacted] XXXXX. You will need to tell us:
1. Your name and Card Account number.
2. Why you believe there is an error, and the dollar amount involved.
3. Approximately when the error took place.
If you provide this information orally, we will require that you send your complaint or question in writing within ten (10) business days.
We will determine whether an error occurred within ten (10) business days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to forty-five (45) days to investigate your complaint or question. If we decide to do this, we will credit your Card within ten (10) business days for the amount you think is in error, so that you will have the money during the time it takes to complete the investigation. If we ask you to put your complaint or question in writing and you do not provide it within ten (10) business days, we may not credit your Card.
For errors involving new Cards, POS transactions, or foreign-initiated transactions, we may take up to ninety (90) days to investigate your complaint or question. For new Card Accounts, we may take up to twenty (20) business days to credit your Card Account for the amount you think is in error.
We will tell you the results within three (3) business days after completing the investigation. If we decide that there was no error, we will send you a written explanation. Copies of the documents used in the investigation may be obtained by contacting us at X-XXX-XXX-XXXX. If you need more information about our error-resolution procedures, call us at the telephone number shown above.
On May 28, 2014, we immediately opened an investigation regarding your claim of non-dispense. We processed a chargeback to the merchant and on June 6, 2014, they responded to our request and advised us that their terminal was in balance and that all funds had been properly dispensed for the day. Based on the merchant's response, we have denied your error claim because according to the merchant's records, there was not an error.
A letter advising you of our decision was mailed to you on June 9, 2014.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because the machine was not balanced and no money was dispensed not even a receipt. Cameras are available I the store.
Final Business Response /* (4000, 9, 2014/07/03) */
The ATM owner has advised us that there was not an error. Therefore the claim is denied.
You must contact the ATM owner for further resolution.
Initial Business Response /* (1000, 5, 2014/03/06) */
We were attempting to call during the documentary review process but we encountered a bad telephone number and then a voicemail that was not set up.
The card was replaced and mailed to the new verified address on 2/24/14 and the card...
mailed on 2/25/14. A card can take 7 - 10 business days to arrive depending on the mail delivery time in the consumer's area.
Initial Business Response /* (1000, 5, 2015/06/18) */
The verification was completed on 6/15/15 and a new card mailed. Funds from the card were transferred to a card that the customer recently received, pending receipt of the replaced card.
Initial Consumer Rebuttal /* (3000, 7,...
2015/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of today 6/21/2015 I have not received my new card. Every time I have Account NOW Transfer money into a different account it costs me $9.95. So the issue still isn't resolved.
Final Business Response /* (4000, 11, 2015/07/13) */
The card was received and activated on 6/30/15.
Final Consumer Response /* (2000, 13, 2015/07/14) */
7-13-15
Sent via email:
[redacted]
Yes it was resolved when I finally got a hold of the Vice President of Marketing
Initial Business Response /* (1000, 5, 2016/01/27) */
On 1/26/16 we called the consumer and requested information in order to identify the account in question. The consumer stated that an account was opened in her husband's name.
We identified the account and advised the consumer that a...
tax refund had posted to the account on 2/12/14 and that the monthly fee of $9.95 was then posted to the account as defined in the Cardholder Agreement.
The remaining balance of the tax refund was sent to the IRS W&I division on 5/6/14. The consumer stated she would contact the Internal Revenue Service for further assistance.
We provided contact information to the consumer if she should have future questions.
Initial Business Response /* (1000, 5, 2015/11/23) */
On 11/10/15, the customer filed a dispute for multiple transactions, which occurred from 10/16/15 through 11/3/15 and which amounted to a total balance of $1324.96. The customer advised AccountNow that her Visa card was lost in the...
backseat of her car.
Our investigation considered the following facts: the customer called AccountNow on 10/20/15 and did not report any suspicious activity. The customer checked her account balance on 10/20/15 and did not report any suspicious activity. The customer has other transactions which occurred between 10/16/15 and 11/3/15 which were not disputed. One disputed transaction is an ATM (Automated Teller Machine) withdrawal at a location which had been used by the customer for two previous transactions. Two additional ATM withdrawals occurred at a location which had been used by the customer for eleven previous transactions. Two City of Portland transactions were disputed and the customer has previous City of Portland transactions for the same amount. Three Fred Meyer, pin used, transactions were disputed and the customer has eight previous Fred Meyer transactions since July 2015.
On 11/13/15, the customer stated that she had found her Visa card and that her husband knows the PIN (Personal Identification Number).
On 11/16/15 we sent a letter to the customer with the results of our investigation. We advised the customer that we have determined that no billing error occurred and we will not be crediting her account.
Based upon the facts available to us, we stand behind our decision. If the customer has additional information, she may contact us at the telephone number which was provided in the 11/16/15 letter which is; (XXX) XXX-XXXX.
Initial Business Response /* (1000, 8, 2014/05/08) */
We conducted and investigation into the claim and based on the facts, the claim was denied. A denial letter was mailed to the consumer on 4/15/14. If the consumer has additional facts that she would like to provide related to the claim...
she may contact our office and speak with the investigator.
Initial Consumer Rebuttal /* (3000, 10, 2014/05/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't understand why the claim was denied and I never received my tax refuned .
Final Business Response /* (4000, 12, 2014/05/21) */
The information related to the denial has been provided to the customer by the investigator. This information was provided on 5/13/14.
Initial Business Response /* (1000, 8, 2014/09/05) */
The account was verified and a card was expedited on 8/29/14 and the customer has activated the card.
Initial Business Response /* (1000, 5, 2015/02/27) */
A check for the balance was processed and mailed to Mr. [redacted]. He was advised of the decision by telephone.
Initial Business Response /* (1000, 5, 2016/01/22) */
On 01/13/16 the customer filed a dispute claim for $372.95 representing the amount of the 1/13/16 transaction from First Midwest Bank. On 1/22/16 a provisional credit of $372.95 and a credit for $2.50 representing the 1/13/16 ATM service...
charge fee, were applied to the customer account. We will contact the customer with the final decision on the dispute by 3/6/16.
The customer may contact us with any questions at (866) 925-2036.
Initial Business Response /* (1000, 5, 2014/07/02) */
Our risk department requested a check in the amount of $155.71 on 6/18/14. An additional check was requested on 6/19/14 in the amount of $3,387.87. We have confirmed that the checked were approved and process and mailed. The check in...
the amount of $155.71 was mailed on 6/27/14 and the check in the amount of $3,387.87 was mailed on 6/30/14.
Initial Consumer Rebuttal /* (2000, 7, 2014/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received both checks. This company is a complete nightmare and I warn others to steer clear!
Initial Business Response /* (1000, 5, 2015/04/13) */
In order to have a second card added, the secondary that is to be added must pass ** verification. The agents provided the information that was returned to them. We are unable to add a secondary cardholder at this time.
Initial...
Consumer Rebuttal /* (3000, 7, 2015/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are liars there system is not up to Par . My son is the 2nd card holder im trying to add . I think I know all of the vital info that they are requesting. I believe after all of the complaints ive read online abt there antics that they are trying to 1either out right steal $ from us . Due to not being able to add my boy to the account so he may receive his return. Or two they are trying some other methods to frustate someone badly enough so they just washed there hand of the situation. This company customers service skills are GARBAGE! NEVER HAVE I ENCOUNTERED SUCH STUPID PEOPLE. BLATANTLY RUDE & OUT OF LINE MNS . THEY NEED TO BE STOPPED.
Final Business Response /* (4000, 10, 2015/04/23) */
We will not be able to offer a second card at this time.
Initial Business Response /* (1000, 5, 2014/08/06) */
An agent worked with the consumer on 7/29/14 to address the reasons why a card was not immediatly replaced and was delayed. The consumer requested a check by expedited delivery and requested that the card remain closed. The agent agreed...
to send a check for the remaining balance by expedited delivery. The agent submitted the check request on 7/29/14. It was approved and submitted for processing. The check was produced and mailed by expedited delivery on 7/30/14. We have confirmed that the check was delivered on 7/31/14 to the address provided. It was delivered to the reception area and signed for by LOY. To date the check has not been cashed.
The consumer should contact the front desk if she has not received the package from the signer. The tracking number on the package is [redacted]XXXXXXXXXX and it was delivered by UPS.
Initial Business Response /* (1000, 7, 2015/10/05) */
This customer has disputed 2 charges; $128.39 and $10.69 from Metro Wireless of Miami. The customer stated that the charges are related to a cell phone repair and that the merchant did not repair the phone.
On 9/24/15, the customer...
stated that he dropped off his phone on July 20, 2015 with Metro Wireless to get his phone screen fixed. The customer stated that he was required to pay for the repair in advance. The customer stated that the merchant called him later that day and stated that an additional $20.00 part was required and the customer payed for $10.69 of the charge with his AccountNow card. The customer does not have an invoice for the additional charge and the merchant refuses to provide to him. The customer stated that his phone was shipped back to him via UPS (United Parcel Service). The customer states that he signed for the package and when he opened the box his phone had not been repaired. The customer states that the merchant is refusing to repair or return his money.
We have performed a review of the customer's dispute and we have filed a claim against the merchant. The resolution is expected between 10/18/2015 and 12/02/2015. The customer may contact the merchant to expedite the resolution.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Im still waiting on my money and I still have no phone and they won't give me a provisional credit to my account for this matter because my claim is prolonged
Final Consumer Response /* (3000, 25, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want my money I've lost my job for not having a phone they could have least settled the company to give me another phone and added the service to it n I would have been sastifed this company account now and metro wireless of Miami are both scams neither one of them called me to at least settle the matter they both need to be shut down 120days I've been with out a phone I lost y jobn my home
Final Business Response /* (4000, 29, 2015/12/09) */
On 10/28/15, the merchant presented AccountNow with copies of the sales receipts dated 7/20/15 for the customer's two transactions which state that there are no refunds after 14days. On 10/28/15 AccountNow sent a letter to the customer stating that his 9/3/15 claim was denied.
We have no recourse for this claim.
Initial Business Response /* (1000, 5, 2016/01/13) */
On 1/9/16 the customer reported an unauthorized withdrawal for $60.00 at an ATM located at 1110 Mineral Wells, Paris, Tennessee. The customer stated that she was at home and in possession of the Visa card when the transaction was...
performed. We advised the customer that for her protection her card would have to be closed and a replacement card would be issued to her. The customer requested the opportunity to withdrawal funds before the account was restricted and the customer performed a withdrawal for $403.00 bringing the account balance down to $0.06. The card was then closed and a replacement card was issued.
The customer was advised we required a written notice. We advised the customer how to obtain the Written Notice form, we provided our fax number and we requested the customer provide the Written Notice by 1/25/16. We advised the customer that her dispute would be assigned to a Dispute Representative, and that a decision on whether a provisional credit would be issued would be completed by 2/8/16. We advised the customer that the Dispute Representative will be contacting her throughout the processing of her dispute.
The customer may contact us at (XXX) XXX-XXXX with any additional questions.
Initial Business Response /* (1000, 5, 2014/12/29) */
Compromised cards are allowed reopen of the card one time. We are bound by Visa regulations and when a dispute is initiated the card cannot be reopened.
This is a policy and it protects the card from additional unauthorized use.
Initial Business Response /* (1000, 5, 2015/10/27) */
The customer has opened several AccountNow accounts. The card listed in the complaint, ending in 6550, had been issued to the customer in June 2013 when she resided in Country Club Hills, Illinois. The card expiration date was June 2015....
This card had last been used by the customer in March 2015. In May 2015, AccountNow credited the account for $29.40 representing 3 monthly fees of $9.95 each, assessed in March, April and May and mailed a replacement card with an updated expiration date of May 2017 to the customer at the address on file.
On 10/10/15, the customer account was restricted due to a CVV (Card verification value) failure. A CVV is a 3 digit security code. The CVV code is required when accessing the AccountNow customer center, located within the AccountNow website. A customer will have 3 tries to enter the correct CVV. The 4th failure will restrict the account and the customer will be advised to upload or fax a photocopy of their photo identification card and an image copy of the front of the card.
On 10/13/15, a $700.00 PayPal direct deposit posted to the card ending in 6550. On 10/13/15, we advised the customer that due the CVV failure, we required her to provide her photo id and an image of the card. The customer refused to send the documentation and requested that AccountNow reverse the deposit. We explained to the customer that we are unable to reverse deposits without written request from the deposit originator.
The customer then provided a copy of her Driver's License along with images of the 3 cards in her possession, including the expired card ending in 6550. The customer advised AccountNow that she had moved and we requested a utility bill to update the customer address and issue a replacement card. On 10/16/15, the customer provided a utility bill to verify her new address. The customer address was updated and a replacement card was mailed to the customer. On 10/19/15, the monthly service fee of $9.95 posted to the customer account leaving a balance of $690.05.
On 10/23/15, a $690.05 PayPal direct debit posted to the customer account.
The customer received a credit of $29.40 on 5/28/15. The customer has received the balance of her PayPal deposit. Based upon the customer request, all AccountNow accounts have been closed. On 10/26/15, we called the customer and left a message. The customer may contact us with any additional questions at (XXX) XXX-XXXX.
Initial Business Response /* (1000, 5, 2015/03/31) */
We were not able to return the funds to the bank that the consumer requested without a letter from the originating bank. We are bound by NACHA operating rules. Upon receipt of that letter we returned the funds to the originating...
I received my federal tax refund on 5/21/16 and when I tried to use the card on 5/22/16 it was declined. I checked my account online and discovered someone had withdrawn the exact amount that was in my account, leaving a $0.00 balance. Of course it was Sunday so no live customer service. I filed a dispute on Monday, was told I have to pay $25 to have a new card sent. I agreed only because I was expecting my paycheck to hit the account today and did not want SQ * Joy to have further access to my funds. I called today to check on the dispute and was told that customer service has no information other than one was filed. I asked for contact info for the dispute department and was told none existed. I asked for contact info on the company that made the withdrawal, I was told there isn't any. I asked how can I withdraw the just deposited funds to move to a different bank because I am not at all confident that the hacker won't be able to withdraw them and was told there isn't any way. I asked how can they protect my funds until I get my card, and was told they can't. I'm just hoping I get the replacement card soon and can withdraw my pay before my account is hacked again. It doesn't look good for getting the first stolen funds returned and I can not afford to lose over $1000 because they won't stop an ach withdrawal even though I've informed them my account was hacked. DO NOT USE this company. You risk losing your hard earned money.
ON JULY 8 2016 ACCOUNT NOW RECEIVED REFUNDS FROM VARIOUS VENDORS AS OF DECEMBER 5, 2016 I STILL HAVE NOT RECEIVED THIS REFUND HAVING BEEN CONTINUALLY TOLD A CHECK FOR 104.40 WAS IN THE MAIL AND WOULD RECEIVE THIS CHECK IN THREE WEEKS BY THEIR REPRESENTATIVES. THEY HAVE FRAUDULENTLY WITHHELD MY MONEY SINCE July 8,2016. GOING TO REPORT THIS TO THE FBI. SUBMITTED BY [redacted]
Initial Business Response /* (1000, 5, 2014/03/06) */
We were contacted on 2/16/14, regarding authorization activity that was not authorized. Per the terms and conditions, authorization activity cannot be disputed. The transactions must be presented by the merchant. Once an authorization...
is approved, we cannot prevent the merchant from presenting the transaction.
The merchant presented one of the transactions on 2/18/14 and an error claim was opened. An additional transaction was presented on 2/19/14 and that transaction was added to the error claim.
Per the terms and conditions, we have ten business days to conduct an investigation. We had up until 3/4/14 to complete our investigation. We completed our investigation on 2/26/14 and the customer was given credit.
Initial Business Response /* (1000, 5, 2014/06/20) */
On May 28, 2014, an error claim was filed on your behalf in the amount of $191.50. The claim had a resolution date of June 25, 2014, based on the fact that your error claim occurred within 30 days of your first deposit. Here are the...
terms as they appear in your card account agreement as it relates to you right to dispute an error:
Information About Your Right to Dispute Errors
In case of errors or questions about your electronic transactions, call X-XXX-XXX-XXXX or write to AccountNow Customer Service, [redacted] XXXXX, Attention: Disputes if you think your statement or receipt is wrong or if you need more information about a transaction listed on the statement or receipt. We must allow you to report an error until sixty (60) days after the earlier of the date you electronically access your Card Account, if the error could be viewed in your electronic history, or the date we sent the FIRST written history on which the error appeared. You may request a written history of your transactions at any time by calling us at X-XXX-XXX-XXXX or writing us at AccountNow Customer Service, [redacted] XXXXX. You will need to tell us:
1. Your name and Card Account number.
2. Why you believe there is an error, and the dollar amount involved.
3. Approximately when the error took place.
If you provide this information orally, we will require that you send your complaint or question in writing within ten (10) business days.
We will determine whether an error occurred within ten (10) business days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to forty-five (45) days to investigate your complaint or question. If we decide to do this, we will credit your Card within ten (10) business days for the amount you think is in error, so that you will have the money during the time it takes to complete the investigation. If we ask you to put your complaint or question in writing and you do not provide it within ten (10) business days, we may not credit your Card.
For errors involving new Cards, POS transactions, or foreign-initiated transactions, we may take up to ninety (90) days to investigate your complaint or question. For new Card Accounts, we may take up to twenty (20) business days to credit your Card Account for the amount you think is in error.
We will tell you the results within three (3) business days after completing the investigation. If we decide that there was no error, we will send you a written explanation. Copies of the documents used in the investigation may be obtained by contacting us at X-XXX-XXX-XXXX. If you need more information about our error-resolution procedures, call us at the telephone number shown above.
On May 28, 2014, we immediately opened an investigation regarding your claim of non-dispense. We processed a chargeback to the merchant and on June 6, 2014, they responded to our request and advised us that their terminal was in balance and that all funds had been properly dispensed for the day. Based on the merchant's response, we have denied your error claim because according to the merchant's records, there was not an error.
A letter advising you of our decision was mailed to you on June 9, 2014.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because the machine was not balanced and no money was dispensed not even a receipt. Cameras are available I the store.
Final Business Response /* (4000, 9, 2014/07/03) */
The ATM owner has advised us that there was not an error. Therefore the claim is denied.
You must contact the ATM owner for further resolution.
Initial Business Response /* (1000, 5, 2014/03/06) */
We were attempting to call during the documentary review process but we encountered a bad telephone number and then a voicemail that was not set up.
The card was replaced and mailed to the new verified address on 2/24/14 and the card...
mailed on 2/25/14. A card can take 7 - 10 business days to arrive depending on the mail delivery time in the consumer's area.
Initial Business Response /* (1000, 5, 2015/06/18) */
The verification was completed on 6/15/15 and a new card mailed. Funds from the card were transferred to a card that the customer recently received, pending receipt of the replaced card.
Initial Consumer Rebuttal /* (3000, 7,...
2015/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of today 6/21/2015 I have not received my new card. Every time I have Account NOW Transfer money into a different account it costs me $9.95. So the issue still isn't resolved.
Final Business Response /* (4000, 11, 2015/07/13) */
The card was received and activated on 6/30/15.
Final Consumer Response /* (2000, 13, 2015/07/14) */
7-13-15
Sent via email:
[redacted]
Yes it was resolved when I finally got a hold of the Vice President of Marketing
Initial Business Response /* (1000, 5, 2016/01/27) */
On 1/26/16 we called the consumer and requested information in order to identify the account in question. The consumer stated that an account was opened in her husband's name.
We identified the account and advised the consumer that a...
tax refund had posted to the account on 2/12/14 and that the monthly fee of $9.95 was then posted to the account as defined in the Cardholder Agreement.
The remaining balance of the tax refund was sent to the IRS W&I division on 5/6/14. The consumer stated she would contact the Internal Revenue Service for further assistance.
We provided contact information to the consumer if she should have future questions.
Initial Business Response /* (1000, 5, 2015/11/23) */
On 11/10/15, the customer filed a dispute for multiple transactions, which occurred from 10/16/15 through 11/3/15 and which amounted to a total balance of $1324.96. The customer advised AccountNow that her Visa card was lost in the...
backseat of her car.
Our investigation considered the following facts: the customer called AccountNow on 10/20/15 and did not report any suspicious activity. The customer checked her account balance on 10/20/15 and did not report any suspicious activity. The customer has other transactions which occurred between 10/16/15 and 11/3/15 which were not disputed. One disputed transaction is an ATM (Automated Teller Machine) withdrawal at a location which had been used by the customer for two previous transactions. Two additional ATM withdrawals occurred at a location which had been used by the customer for eleven previous transactions. Two City of Portland transactions were disputed and the customer has previous City of Portland transactions for the same amount. Three Fred Meyer, pin used, transactions were disputed and the customer has eight previous Fred Meyer transactions since July 2015.
On 11/13/15, the customer stated that she had found her Visa card and that her husband knows the PIN (Personal Identification Number).
On 11/16/15 we sent a letter to the customer with the results of our investigation. We advised the customer that we have determined that no billing error occurred and we will not be crediting her account.
Based upon the facts available to us, we stand behind our decision. If the customer has additional information, she may contact us at the telephone number which was provided in the 11/16/15 letter which is; (XXX) XXX-XXXX.
Initial Business Response /* (1000, 8, 2014/05/08) */
We conducted and investigation into the claim and based on the facts, the claim was denied. A denial letter was mailed to the consumer on 4/15/14. If the consumer has additional facts that she would like to provide related to the claim...
she may contact our office and speak with the investigator.
Initial Consumer Rebuttal /* (3000, 10, 2014/05/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't understand why the claim was denied and I never received my tax refuned .
Final Business Response /* (4000, 12, 2014/05/21) */
The information related to the denial has been provided to the customer by the investigator. This information was provided on 5/13/14.
Initial Business Response /* (1000, 8, 2014/09/05) */
The account was verified and a card was expedited on 8/29/14 and the customer has activated the card.
Initial Business Response /* (1000, 5, 2015/02/27) */
A check for the balance was processed and mailed to Mr. [redacted]. He was advised of the decision by telephone.
Initial Business Response /* (1000, 5, 2016/01/22) */
On 01/13/16 the customer filed a dispute claim for $372.95 representing the amount of the 1/13/16 transaction from First Midwest Bank. On 1/22/16 a provisional credit of $372.95 and a credit for $2.50 representing the 1/13/16 ATM service...
charge fee, were applied to the customer account. We will contact the customer with the final decision on the dispute by 3/6/16.
The customer may contact us with any questions at (866) 925-2036.
Initial Business Response /* (1000, 5, 2014/07/02) */
Our risk department requested a check in the amount of $155.71 on 6/18/14. An additional check was requested on 6/19/14 in the amount of $3,387.87. We have confirmed that the checked were approved and process and mailed. The check in...
the amount of $155.71 was mailed on 6/27/14 and the check in the amount of $3,387.87 was mailed on 6/30/14.
Initial Consumer Rebuttal /* (2000, 7, 2014/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received both checks. This company is a complete nightmare and I warn others to steer clear!
Initial Business Response /* (1000, 5, 2015/04/13) */
NS . THEY NEED TO BE STOPPED.
In order to have a second card added, the secondary that is to be added must pass ** verification. The agents provided the information that was returned to them. We are unable to add a secondary cardholder at this time.
Initial...
Consumer Rebuttal /* (3000, 7, 2015/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are liars there system is not up to Par . My son is the 2nd card holder im trying to add . I think I know all of the vital info that they are requesting. I believe after all of the complaints ive read online abt there antics that they are trying to 1either out right steal $ from us . Due to not being able to add my boy to the account so he may receive his return. Or two they are trying some other methods to frustate someone badly enough so they just washed there hand of the situation. This company customers service skills are GARBAGE! NEVER HAVE I ENCOUNTERED SUCH STUPID PEOPLE. BLATANTLY RUDE & OUT OF LINE M
Final Business Response /* (4000, 10, 2015/04/23) */
We will not be able to offer a second card at this time.
Initial Business Response /* (1000, 5, 2014/08/06) */
An agent worked with the consumer on 7/29/14 to address the reasons why a card was not immediatly replaced and was delayed. The consumer requested a check by expedited delivery and requested that the card remain closed. The agent agreed...
to send a check for the remaining balance by expedited delivery. The agent submitted the check request on 7/29/14. It was approved and submitted for processing. The check was produced and mailed by expedited delivery on 7/30/14. We have confirmed that the check was delivered on 7/31/14 to the address provided. It was delivered to the reception area and signed for by LOY. To date the check has not been cashed.
The consumer should contact the front desk if she has not received the package from the signer. The tracking number on the package is [redacted]XXXXXXXXXX and it was delivered by UPS.
Initial Business Response /* (1000, 7, 2015/10/05) */
This customer has disputed 2 charges; $128.39 and $10.69 from Metro Wireless of Miami. The customer stated that the charges are related to a cell phone repair and that the merchant did not repair the phone.
On 9/24/15, the customer...
stated that he dropped off his phone on July 20, 2015 with Metro Wireless to get his phone screen fixed. The customer stated that he was required to pay for the repair in advance. The customer stated that the merchant called him later that day and stated that an additional $20.00 part was required and the customer payed for $10.69 of the charge with his AccountNow card. The customer does not have an invoice for the additional charge and the merchant refuses to provide to him. The customer stated that his phone was shipped back to him via UPS (United Parcel Service). The customer states that he signed for the package and when he opened the box his phone had not been repaired. The customer states that the merchant is refusing to repair or return his money.
We have performed a review of the customer's dispute and we have filed a claim against the merchant. The resolution is expected between 10/18/2015 and 12/02/2015. The customer may contact the merchant to expedite the resolution.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Im still waiting on my money and I still have no phone and they won't give me a provisional credit to my account for this matter because my claim is prolonged
Final Consumer Response /* (3000, 25, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want my money I've lost my job for not having a phone they could have least settled the company to give me another phone and added the service to it n I would have been sastifed this company account now and metro wireless of Miami are both scams neither one of them called me to at least settle the matter they both need to be shut down 120days I've been with out a phone I lost y jobn my home
Final Business Response /* (4000, 29, 2015/12/09) */
On 10/28/15, the merchant presented AccountNow with copies of the sales receipts dated 7/20/15 for the customer's two transactions which state that there are no refunds after 14days. On 10/28/15 AccountNow sent a letter to the customer stating that his 9/3/15 claim was denied.
We have no recourse for this claim.
Initial Business Response /* (1000, 5, 2016/01/13) */
On 1/9/16 the customer reported an unauthorized withdrawal for $60.00 at an ATM located at 1110 Mineral Wells, Paris, Tennessee. The customer stated that she was at home and in possession of the Visa card when the transaction was...
performed. We advised the customer that for her protection her card would have to be closed and a replacement card would be issued to her. The customer requested the opportunity to withdrawal funds before the account was restricted and the customer performed a withdrawal for $403.00 bringing the account balance down to $0.06. The card was then closed and a replacement card was issued.
The customer was advised we required a written notice. We advised the customer how to obtain the Written Notice form, we provided our fax number and we requested the customer provide the Written Notice by 1/25/16. We advised the customer that her dispute would be assigned to a Dispute Representative, and that a decision on whether a provisional credit would be issued would be completed by 2/8/16. We advised the customer that the Dispute Representative will be contacting her throughout the processing of her dispute.
The customer may contact us at (XXX) XXX-XXXX with any additional questions.
Initial Business Response /* (1000, 5, 2014/12/29) */
Compromised cards are allowed reopen of the card one time. We are bound by Visa regulations and when a dispute is initiated the card cannot be reopened.
This is a policy and it protects the card from additional unauthorized use.
Initial Business Response /* (1000, 5, 2015/10/27) */
The customer has opened several AccountNow accounts. The card listed in the complaint, ending in 6550, had been issued to the customer in June 2013 when she resided in Country Club Hills, Illinois. The card expiration date was June 2015....
This card had last been used by the customer in March 2015. In May 2015, AccountNow credited the account for $29.40 representing 3 monthly fees of $9.95 each, assessed in March, April and May and mailed a replacement card with an updated expiration date of May 2017 to the customer at the address on file.
On 10/10/15, the customer account was restricted due to a CVV (Card verification value) failure. A CVV is a 3 digit security code. The CVV code is required when accessing the AccountNow customer center, located within the AccountNow website. A customer will have 3 tries to enter the correct CVV. The 4th failure will restrict the account and the customer will be advised to upload or fax a photocopy of their photo identification card and an image copy of the front of the card.
On 10/13/15, a $700.00 PayPal direct deposit posted to the card ending in 6550. On 10/13/15, we advised the customer that due the CVV failure, we required her to provide her photo id and an image of the card. The customer refused to send the documentation and requested that AccountNow reverse the deposit. We explained to the customer that we are unable to reverse deposits without written request from the deposit originator.
The customer then provided a copy of her Driver's License along with images of the 3 cards in her possession, including the expired card ending in 6550. The customer advised AccountNow that she had moved and we requested a utility bill to update the customer address and issue a replacement card. On 10/16/15, the customer provided a utility bill to verify her new address. The customer address was updated and a replacement card was mailed to the customer. On 10/19/15, the monthly service fee of $9.95 posted to the customer account leaving a balance of $690.05.
On 10/23/15, a $690.05 PayPal direct debit posted to the customer account.
The customer received a credit of $29.40 on 5/28/15. The customer has received the balance of her PayPal deposit. Based upon the customer request, all AccountNow accounts have been closed. On 10/26/15, we called the customer and left a message. The customer may contact us with any additional questions at (XXX) XXX-XXXX.
Initial Business Response /* (1000, 5, 2015/03/31) */
We were not able to return the funds to the bank that the consumer requested without a letter from the originating bank. We are bound by NACHA operating rules. Upon receipt of that letter we returned the funds to the originating...
bank.
I received my federal tax refund on 5/21/16 and when I tried to use the card on 5/22/16 it was declined. I checked my account online and discovered someone had withdrawn the exact amount that was in my account, leaving a $0.00 balance. Of course it was Sunday so no live customer service. I filed a dispute on Monday, was told I have to pay $25 to have a new card sent. I agreed only because I was expecting my paycheck to hit the account today and did not want SQ * Joy to have further access to my funds. I called today to check on the dispute and was told that customer service has no information other than one was filed. I asked for contact info for the dispute department and was told none existed. I asked for contact info on the company that made the withdrawal, I was told there isn't any. I asked how can I withdraw the just deposited funds to move to a different bank because I am not at all confident that the hacker won't be able to withdraw them and was told there isn't any way. I asked how can they protect my funds until I get my card, and was told they can't. I'm just hoping I get the replacement card soon and can withdraw my pay before my account is hacked again. It doesn't look good for getting the first stolen funds returned and I can not afford to lose over $1000 because they won't stop an ach withdrawal even though I've informed them my account was hacked. DO NOT USE this company. You risk losing your hard earned money.
ON JULY 8 2016 ACCOUNT NOW RECEIVED REFUNDS FROM VARIOUS VENDORS AS OF DECEMBER 5, 2016 I STILL HAVE NOT RECEIVED THIS REFUND HAVING BEEN CONTINUALLY TOLD A CHECK FOR 104.40 WAS IN THE MAIL AND WOULD RECEIVE THIS CHECK IN THREE WEEKS BY THEIR REPRESENTATIVES. THEY HAVE FRAUDULENTLY WITHHELD MY MONEY SINCE July 8,2016. GOING TO REPORT THIS TO THE FBI. SUBMITTED BY [redacted]
Initial Business Response /* (1000, 5, 2014/03/06) */
We were contacted on 2/16/14, regarding authorization activity that was not authorized. Per the terms and conditions, authorization activity cannot be disputed. The transactions must be presented by the merchant. Once an authorization...
is approved, we cannot prevent the merchant from presenting the transaction.
The merchant presented one of the transactions on 2/18/14 and an error claim was opened. An additional transaction was presented on 2/19/14 and that transaction was added to the error claim.
Per the terms and conditions, we have ten business days to conduct an investigation. We had up until 3/4/14 to complete our investigation. We completed our investigation on 2/26/14 and the customer was given credit.