Initial Business Response /* (1000, 5, 2014/12/09) */
The fee is disclosed in the terms and will be charged each month. The initial fee charged has been waived and a check is being processed for the balance. The account is closed and will remain closed due to the discrepancy in the...
terms.
A check will arrive at the address on record in the next 10 - 14 days.
Initial Business Response /* (1000, 9, 2015/07/16) */
Received business response via email on 7/15/15:
The customer account received merchant refunds of $1,619.74 with no prior debits from WalMart. On 6/6/15 the account was restricted and copies of sales receipts were required to verify...
that the refunds were valid. The customer was advised on 6/7/15, that receipts were required to verify the WalMart refunds. On 6/8/15, the customer provided one WalMart receipt for $924.32, but it did not cover the entire credit balance and we requested copies of the additional receipts. On 6/9/15, we received documentation from the customer, but the documentation did not include the outstanding receipt copies. On 6/13/15, we again asked the customer to provide WalMart receipts which covered the additional $695.42 refund amount. On 6/15/15, the remaining documentation was received from the customer. Due to a prior report of a lost card, a card reissue was initiated to cancel the old card and issue a new card with a new card number. This replacement card was expedited and our records indicate that the customer activated the card on 6/20/15.
The customer has stated that this complaint involving the restriction on his account was resolved to his satisfaction.
Thank you.
[redacted]
Compliance and Risk Development Manager
Initial Consumer Rebuttal /* (3000, 11, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please call me.
Initial Business Response /* (1000, 5, 2015/04/01) */
We attempted to call the customer on 3/11/15 We were unable to reach the customer, a note was placed on the account. The account was suspended to generate a callback to notify the customer of the closure. A new card was processed and...
the funds on the card transferred to another card.
Initial Business Response /* (1000, 5, 2016/01/06) */
The account was purchased on 11/4/15 with an initial deposit of $45.00. On 11/5/15 an authorization for $44.36 to TMO WalMart Mobile IVR was posted to the account. On 11/5/15 the customer requested the authorization hold be deleted from...
the account and the $44.36 restored. The customer was advised that an authorization hold is placed on the account by a merchant to preserve funds for a pending sale and that we require a merchant letter authorizing the deletion on the hold. We also provided the customer with the authorization expiration date. The customer hung up.
On 11/5/15 we received a second call. We asked the caller for the date of birth listed on the account and the caller provided a different date. We advised the caller that the failure to provide the correct information was a security violation and to safeguard the customer funds, we restricted the account and we required verification of the customer identity. The caller hung up.
On 11/5/15, 11/26/15 and 11/27/15 we received calls and we advised the callers that the account was restricted and we required verification documentation. The caller hung up in each case.
On 1/4/16, in response to a complaint, we called the customer at the telephone number listed on the account, which is the same telephone number listed on this complaint. We were unable to reach the customer and there was no voicemail option to leave a message.
We request the customer contact us at (XXX) XXX-XXXX to make arrangements for the remaining funds on the account.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called the number they gave on their response. Was not able to get through as my card number, nor my ss# were recognized in their system, and I was not given an option for customer service.
So, I called the number listed on the back of the card, and was given the same run around.
Interesting that they said remaining balance since I have never even used the funds I loaded onto the card. I expect a refund of $45 and nothing less than.
Final Business Response /* (4000, 9, 2016/01/19) */
The customer has submitted a complaint for the same issue to Ohio Consumer Protection. On 1/12/16 we reviewed the reason for the account restriction with the customer. The customer acknowledged that the date of birth on the account is different than the customer's actual date of birth. The customer declined to provide documentation to verify her identity and we advised the customer that in the absence of documentation, the account would need to remain closed.
As a one-time courtesy we have credited the account for all fees. The customer confirmed her address and on 1/13/16 a check for $45.00 was delivered to the customer. The UPS tracking number for the shipment is: 1ZX1750RXXXXXXXXXX.
Final Consumer Response /* (2000, 11, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This has been resolved. Company reimbursed me, fully.
Initial Business Response /* (1000, 5, 2014/08/08) */
We have pulled the calls related to the matter. We do find that the initial agent advised the cardholder that the hold was placed by the merchant. However, we also find that this call was transferred to a manager who corrected this and...
explained that the hold was placed by us because the transaction was submitted to us as a credit transaction at the pump.
It is our policy to hold the amount allowed by the Association when the merchant only authorizes for a $1. The funds are released as soon as the transaction is presented to us by the merchant for the total amount of the transaction.
A merchant can allow up to $125 of gasoline with just an authorization of a $1 if the transaction is processed as a credit transaction. Because we do not know how much the transaction will be presented for, we will hold up to the maximum amount.
This is further explained in our FAQ section in the customer center. A way to prevent this in the future is to pay with the attendant. The cardholder can tell the attendent exactly how much gasoline they wish to purchase and the attendant will only charge the card for the amount specified. This will ensure that the authorization is not padded.
Initial Business Response /* (1000, 5, 2015/04/16) */
We are in the process of pulling the calls to look into the matter reported by the consumer.
The service fee to mail a card expedited is $25, the consumer opted to have the card mailed regular mail and our records indicate that the...
card has been received and activated.
We will research the call matter and address accordingly.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have taken absolutely no action to resolve the matter and their bad customer service. Opting out of paying 25.00 for a 3-4 day delivery or paying nothing for a 5-7 day delivery wasn't much of difference therefore I chose the regular mail. This was an issue that should have been resolved by management instead of having me wait forever with no one ever coming to the line. This was a lack of customer service which will be addressed by my deposits until some resolution comes about.
Final Business Response /* (4000, 9, 2015/04/30) */
We apologize that the customer is not happy with the service provided. We can assure the customer that we take each complaint seriously and work to address any service issues.
Final Consumer Response /* (4200, 11, 2015/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This organization tries to make money off the bad luck of its customers. To charge for the card to be mailed express, due to no fault of the consumer is ridiculous and unimaginable that they would subject their customers to such a charge plus knowing that their are people out there that the service charges on those cards were lony on that card as it holds all their money which the surely gain interest on the longer they keep it. An incident happened last payday that they did not pay early as they advertise but more so at will. After these people hat went to take money out of gte account on their usual day found out it was not their, and they got a dollar charge for insufficient transaction, I wonder how much they made from those charges alone. Disgusting behavior on leaderships \art. And, the response I got previously said they will look into the phone all an time yet there was no mention of it in their final response. YES Account now you really work on customer service issues by ignoring them.
Initial Business Response /* (1000, 5, 2014/02/24) */
We do not have record of any unloaded funds. Mr. [redacted] has indicated that he has copies of receipts. He may fax those receipts to us and we will contact GreenDot. Or he may provide the receipts to GreenDot and allow them to...
investigate the matter.
Our records indicate that we loaded all GreenDot funds received to the card and teh balance on the card at the time of closure has been refunded to Mr. [redacted].
Initial Business Response /* (1000, 10, 2016/01/12) */
On 12/3/15 the customer called to provide an updated address. The customer's card had been recently reissued to her old address and therefore the card was closed, the customer address was updated and a replacement card was...
generated.
On 12/15/15 the customer called to report she had not received the replacement card and we advised the customer that the card should be received by 12/17/15.
On 12/16/15 the customer called again to report that the card had not been received. We advised the customer that if the card was not received by 12/17/15 a replacement card would be expedited to her.
On 12/17/15 the customer called and reported that the card had not been received. We closed the current card and issue a replacement. The replacement was shipped Federal Express for a 12/21/15 delivery date.
On 12/21/15 the customer received the card.
As a one-time courtesy, AccountNow has credited the customer for fees totaling $45.00.
Initial Consumer Rebuttal /* (2000, 13, 2016/01/14) */
As of today the company has reimbursed my fees and I have had access to my account. Thank you for assisting me with this issue.
Initial Business Response /* (1000, 5, 2015/12/16) */
On 11/18/15 AccountNow received a deposit trace request from the Social Security Administration. A trace request is normally initiated when the Social Security Administration receives a complaint of non-receipt of benefits. AccountNow...
called the customer at the telephone numbers provided to us and we were unable to reach the customer or leave a message because the voicemail box associated with the customer telephone number had not been established. We restricted the account until verification was completed.
On 12/15/15 we were able to reach the customer. The customer stated that he had not contacted the Social Security Administration prior to the account restriction. We requested the customer provide his photo identification and a bill to verify his identity and address. The customer refused and requested that the remaining balance on his account be returned to the Social Security Administration.
On 12/16/15, the Social Security Administration refused to provide a recall notice. We advised the customer his account would be closed and a check will be sent to him for the remaining balance.
Initial Business Response /* (1000, 5, 2014/04/14) */
Our records indicate that this issue was resolved on 3/27/14.
Initial Business Response /* (1000, 5, 2015/02/25) */
The funds were transferred on 2/11/15.
Initial Business Response /* (1000, 5, 2014/03/06) */
The verification was complete, the account reinstated and the customer notified on 2/22/14.
Initial Business Response /* (1000, 5, 2014/12/09) */
The fee is disclosed in the terms and will be charged each month. The initial fee charged has been waived and a check is being processed for the balance. The account is closed and will remain closed due to the discrepancy in the...
terms.
A check will arrive at the address on record in the next 10 - 14 days.
Initial Business Response /* (1000, 9, 2015/07/16) */
Received business response via email on 7/15/15:
The customer account received merchant refunds of $1,619.74 with no prior debits from WalMart. On 6/6/15 the account was restricted and copies of sales receipts were required to verify...
that the refunds were valid. The customer was advised on 6/7/15, that receipts were required to verify the WalMart refunds. On 6/8/15, the customer provided one WalMart receipt for $924.32, but it did not cover the entire credit balance and we requested copies of the additional receipts. On 6/9/15, we received documentation from the customer, but the documentation did not include the outstanding receipt copies. On 6/13/15, we again asked the customer to provide WalMart receipts which covered the additional $695.42 refund amount. On 6/15/15, the remaining documentation was received from the customer. Due to a prior report of a lost card, a card reissue was initiated to cancel the old card and issue a new card with a new card number. This replacement card was expedited and our records indicate that the customer activated the card on 6/20/15.
The customer has stated that this complaint involving the restriction on his account was resolved to his satisfaction.
Thank you.
[redacted]
Compliance and Risk Development Manager
Initial Consumer Rebuttal /* (3000, 11, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please call me.
Initial Business Response /* (1000, 5, 2015/04/01) */
We attempted to call the customer on 3/11/15 We were unable to reach the customer, a note was placed on the account. The account was suspended to generate a callback to notify the customer of the closure. A new card was processed and...
the funds on the card transferred to another card.
Initial Business Response /* (1000, 5, 2016/01/06) */
The account was purchased on 11/4/15 with an initial deposit of $45.00. On 11/5/15 an authorization for $44.36 to TMO WalMart Mobile IVR was posted to the account. On 11/5/15 the customer requested the authorization hold be deleted from...
the account and the $44.36 restored. The customer was advised that an authorization hold is placed on the account by a merchant to preserve funds for a pending sale and that we require a merchant letter authorizing the deletion on the hold. We also provided the customer with the authorization expiration date. The customer hung up.
On 11/5/15 we received a second call. We asked the caller for the date of birth listed on the account and the caller provided a different date. We advised the caller that the failure to provide the correct information was a security violation and to safeguard the customer funds, we restricted the account and we required verification of the customer identity. The caller hung up.
On 11/5/15, 11/26/15 and 11/27/15 we received calls and we advised the callers that the account was restricted and we required verification documentation. The caller hung up in each case.
On 1/4/16, in response to a complaint, we called the customer at the telephone number listed on the account, which is the same telephone number listed on this complaint. We were unable to reach the customer and there was no voicemail option to leave a message.
We request the customer contact us at (XXX) XXX-XXXX to make arrangements for the remaining funds on the account.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called the number they gave on their response. Was not able to get through as my card number, nor my ss# were recognized in their system, and I was not given an option for customer service.
So, I called the number listed on the back of the card, and was given the same run around.
Interesting that they said remaining balance since I have never even used the funds I loaded onto the card. I expect a refund of $45 and nothing less than.
Final Business Response /* (4000, 9, 2016/01/19) */
The customer has submitted a complaint for the same issue to Ohio Consumer Protection. On 1/12/16 we reviewed the reason for the account restriction with the customer. The customer acknowledged that the date of birth on the account is different than the customer's actual date of birth. The customer declined to provide documentation to verify her identity and we advised the customer that in the absence of documentation, the account would need to remain closed.
As a one-time courtesy we have credited the account for all fees. The customer confirmed her address and on 1/13/16 a check for $45.00 was delivered to the customer. The UPS tracking number for the shipment is: 1ZX1750RXXXXXXXXXX.
Final Consumer Response /* (2000, 11, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This has been resolved. Company reimbursed me, fully.
Initial Business Response /* (1000, 5, 2014/08/08) */
We have pulled the calls related to the matter. We do find that the initial agent advised the cardholder that the hold was placed by the merchant. However, we also find that this call was transferred to a manager who corrected this and...
explained that the hold was placed by us because the transaction was submitted to us as a credit transaction at the pump.
It is our policy to hold the amount allowed by the Association when the merchant only authorizes for a $1. The funds are released as soon as the transaction is presented to us by the merchant for the total amount of the transaction.
A merchant can allow up to $125 of gasoline with just an authorization of a $1 if the transaction is processed as a credit transaction. Because we do not know how much the transaction will be presented for, we will hold up to the maximum amount.
This is further explained in our FAQ section in the customer center. A way to prevent this in the future is to pay with the attendant. The cardholder can tell the attendent exactly how much gasoline they wish to purchase and the attendant will only charge the card for the amount specified. This will ensure that the authorization is not padded.
Initial Business Response /* (1000, 5, 2015/04/16) */
We are in the process of pulling the calls to look into the matter reported by the consumer.
The service fee to mail a card expedited is $25, the consumer opted to have the card mailed regular mail and our records indicate that the...
card has been received and activated.
We will research the call matter and address accordingly.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have taken absolutely no action to resolve the matter and their bad customer service. Opting out of paying 25.00 for a 3-4 day delivery or paying nothing for a 5-7 day delivery wasn't much of difference therefore I chose the regular mail. This was an issue that should have been resolved by management instead of having me wait forever with no one ever coming to the line. This was a lack of customer service which will be addressed by my deposits until some resolution comes about.
Final Business Response /* (4000, 9, 2015/04/30) */
We apologize that the customer is not happy with the service provided. We can assure the customer that we take each complaint seriously and work to address any service issues.
Final Consumer Response /* (4200, 11, 2015/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This organization tries to make money off the bad luck of its customers. To charge for the card to be mailed express, due to no fault of the consumer is ridiculous and unimaginable that they would subject their customers to such a charge plus knowing that their are people out there that the service charges on those cards were lony on that card as it holds all their money which the surely gain interest on the longer they keep it. An incident happened last payday that they did not pay early as they advertise but more so at will. After these people hat went to take money out of gte account on their usual day found out it was not their, and they got a dollar charge for insufficient transaction, I wonder how much they made from those charges alone. Disgusting behavior on leaderships \art. And, the response I got previously said they will look into the phone all an time yet there was no mention of it in their final response. YES Account now you really work on customer service issues by ignoring them.
Initial Business Response /* (1000, 5, 2014/02/24) */
We do not have record of any unloaded funds. Mr. [redacted] has indicated that he has copies of receipts. He may fax those receipts to us and we will contact GreenDot. Or he may provide the receipts to GreenDot and allow them to...
investigate the matter.
Our records indicate that we loaded all GreenDot funds received to the card and teh balance on the card at the time of closure has been refunded to Mr. [redacted].
Initial Business Response /* (1000, 10, 2016/01/12) */
On 12/3/15 the customer called to provide an updated address. The customer's card had been recently reissued to her old address and therefore the card was closed, the customer address was updated and a replacement card was...
generated.
On 12/15/15 the customer called to report she had not received the replacement card and we advised the customer that the card should be received by 12/17/15.
On 12/16/15 the customer called again to report that the card had not been received. We advised the customer that if the card was not received by 12/17/15 a replacement card would be expedited to her.
On 12/17/15 the customer called and reported that the card had not been received. We closed the current card and issue a replacement. The replacement was shipped Federal Express for a 12/21/15 delivery date.
On 12/21/15 the customer received the card.
As a one-time courtesy, AccountNow has credited the customer for fees totaling $45.00.
Initial Consumer Rebuttal /* (2000, 13, 2016/01/14) */
As of today the company has reimbursed my fees and I have had access to my account. Thank you for assisting me with this issue.
Initial Business Response /* (1000, 5, 2015/12/16) */
On 11/18/15 AccountNow received a deposit trace request from the Social Security Administration. A trace request is normally initiated when the Social Security Administration receives a complaint of non-receipt of benefits. AccountNow...
called the customer at the telephone numbers provided to us and we were unable to reach the customer or leave a message because the voicemail box associated with the customer telephone number had not been established. We restricted the account until verification was completed.
On 12/15/15 we were able to reach the customer. The customer stated that he had not contacted the Social Security Administration prior to the account restriction. We requested the customer provide his photo identification and a bill to verify his identity and address. The customer refused and requested that the remaining balance on his account be returned to the Social Security Administration.
On 12/16/15, the Social Security Administration refused to provide a recall notice. We advised the customer his account would be closed and a check will be sent to him for the remaining balance.