We have determined that the $credit referenced in this complaint was never received from the F* *** storeThis was confirmed with the Store's processing company and the cash service provider and will be reflected in the store's batch deposit total.On 3/27/we left a message
for the customer.There has been no return call from the customer and on 3/28/we left a second message.If the customer is due credit, the customer will need to contact F* *** for reimbursement.The customer may contact AccountNow with any questions at *** ***
Initial Business Response /* (1000, 5, 2014/09/11) */
The investigator spoke to the customer on 9/4/and explained the facts related to the investigationThe cardholder agreed to contact the merchant to address
Initial Business Response /* (1000, 6, 2015/12/09) */
Our investigation into the customer's disputed transaction determined that no error occurred and the dispute was deniedWe based our decision on the following details: on November 12, a $deposit was applied to the account
On November 13, 2015, the customer checked the account balance from the telephone number in our records; (XXX) XXX-XXXX and received SMS text responses with the account balanceFollowing this activity, the disputed $transaction with Albertson's store #occurredThis confirms that the customer was aware of the account balance prior to the disputed transaction and the customer had possession of the Visa card associated with the account
On 12/9/15, we spoke to an agent at Albertson's #The agent located the disputed $transaction and has provided AccountNow with a copy of the transaction receiptThe agent stated that she was never contacted in regards to locating this transaction before and that if another agent had been contacted by the cardholder to research this transaction, it would have gone through her or the front manager of Albertson's #The Albertson's agent also asked the front manager if they had been in contact with the cardholder or were informed of another agent researching the disputed transaction for our cardholder, but the front manager said that they have no knowledge of the disputed transaction either or the customer contacting Albertson's
Based upon the facts available to us, we stand behind the decision to deny the customer claim
Initial Consumer Rebuttal /* (3000, 8, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I check the status of my debit card daily, either by text or onlineBecause I check my balance daily I was able to notice the unauthorized transaction on the morning of November 14, that took place on November 13, at 8:52pmI notified account now and was advised by their representative to wait until the transaction cleared and then file a disputeThe transaction cleared on Monday, November 16, I contacted AccountNow again and was told to contact merchant for a merchants refundI contacted Alberton's and spoke with *** who took all my info and she would have their loss prevention dept to investigateThey called me several times over days to get more info because they were having a hard time locating a transaction in the amount of $or the debit card number usedI talked with *** at Albertsons as well as the manager so the statement on regards to Alberton's never speaking with me is falseThe question I have is why did AccountNow contact Alberton's on December 9, if they've made their determination based on their "investigation" completed per AccountNow on November 24, 2015? The card was in my possession at the time of the unauthorized transaction that I did not make, which is why its unauthorizedNever have I had an issue with my AccountNow debit card until now, and I just want what was taken from me credited back
Final Business Response /* (4000, 15, 2015/12/24) */
We stand behind the denial of the customer disputeThe customer will need to direct any further questions to Albertson's
Final Consumer Response /* (4200, 17, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AccountNow needs to credit my account in the amount of $periodNot the merchant Albertson's as I do not have a prepaid account with Albertson'sIf this issue is not resolved and my funds are not credited back to my account through this process with the Revdex.com, I will be seeking legal council to recover my funds against AccountNow
Initial Business Response /* (1000, 5, 2014/09/22) */
There is a discrepancy in the account ID informationWe are unable to allow the account to remain openWe offered a one-time option to access the funds in the account
At this time we have processed a check request to have the
funds in the amount of $to be mailed to the address on the account
Initial Consumer Rebuttal /* (2000, 7, 2014/10/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They released my money and refunded my finance charges
Initial Business Response /* (1000, 12, 2015/07/21) */
We do not have a prepaid card in the name provided on the complaintTo research the matter further, we will require the card number in question
Initial Consumer Rebuttal /* (3000, 14, 2015/07/25) */
(The consumer indicated
he/she DID NOT accept the response from the business.)
After what I thought was just activating the card, I received an email that said I was almost done, I just had to fax in my DL, SSC, and a billI sent those in, I called to find out the status even though YOUR email states YOU would be in touch with ME, just to find out the card was already activatedYou have put my identity at risk as I sent in all of the information your misleading email states I needed toThis is unacceptable and I'm reporting you to the Federal Reserve for being incredibly misleading in your terms and conditions
Final Business Response /* (4000, 16, 2015/08/06) */
In our original 7/21/response, we advised that we were unable to locate the customer account and we requested the card numberThe customer has not provided the card number in the rebuttalOn 8/5/and 8/6/15, we left voicemail messages requesting the customer call back and provide the card number so that we may identify the account in question and assist the customer
This company advertising say you get paid up to two days faster witch was the case when I first got the card then a month later that changed they have hidden fees that is never disclosed prior to activation and even when you ask to speak to someone in charge supervisor or manger the customer service either discount you or won't get you anyone when there is a problem with there services very disappointed with this company
Initial Business Response /* (1000, 5, 2016/01/07) */
On 2/1/15, the customer reported the Visa card had been lostWe advised the customer that we would provide a replacement card and the customer stated that he wanted to update his address, however he did not know the new address and he
would call backThe customer's wife then called and was advised that the customer must callOn a third call, the customer was asked to answer security questions in order to change the addressThe customer was unable to answer the questions correctly and the account was restricted and the customer was advised we required his photo identification and a bill dated within days to verify his identity
On 2/16/we received an envelopeWe advised the customer that we required his photo identification and a bill dated within days
On 3/14/we received a handwritten letter from the customerWe advised the customer that we required his photo identification and a bill dated within days
On 4/1/15, we received an envelopeWe advised the customer that we required his photo identification and a bill dated within days
On 4/7/15, we received the customer's photo identification and Social Security CardWe advised the customer that we required a bill dated within days
On 6/30/15, we received the customer's photo identification and Social Security CardWe advised the customer that we required a bill dated within days
On 7/20/15, we received a letterWe advised the customer that we require a bill dated within days
On 8/5/15, we received a letterWe advised the customer that we require a bill dated within days
On 8/12/15, we received the customer's photo identification and Social Security CardWe advised the customer that we required a bill dated within days
On 9/8/15, we received an envelopeWe advised the customer that we require a bill dated within days
On 9/28/15, we received a bill, however the name and address was cut offWe advised the customer to resend complete bill
On 12/28/15, the customer's wife calledWe advised her to have the customer contact us
On 1/5/16, we called the customer at the telephone number providedThe customer provided additional information which allowed us to send the customer a check for the remaining balance on his accountThe check was delivered on 1/7/
Initial Business Response /* (1000, 5, 2014/02/18) */
Ms***-*** did not provide a callback number on her complaintWe do not find a $shoe purchase that has been applied to her account at allShe may contact our office at *** and provide the details necessary to
locate the transaction
At this time with the information provided to us, we do not find a transaction as described
Initial Business Response /* (1000, 5, 2015/04/13) */
We never suggested that we would not correct the errorPer the terms and conditions, a transaction that is in a hold period cannot be disputedIn fact in this situation, the merchant submitted a post and a refund on the same day,
March 28, This was for $There was a $service charge, which was credited to the account on April 1, 2015, resolving the matter
Initial Consumer Rebuttal /* (3000, 7, 2015/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't except there response because I have used my debit card all month and when I use it prime example I went to walgreens and spent and they always charge me a fee and I am on social security and they have charged me a for every transaction and I want my money back the in service charges they charged because it not rightI would switch but I am on social security and I can't switch until after May and I am going to because I am sick in tired of this I am short of my check and that not right
Final Business Response /* (4000, 9, 2015/04/21) */
The transaction fees will not be credited to this cardI previously spoke to Ms***Offered her a different card, offered to send her a check for the balance to avoid the transaction fees, all she declinedShe was to stop using the card immediately following a deposit she expectedInstead she has continued to use the cardThe transaction fees are disclosed in the termsThe fees standMs*** either needs to apply for a card that has a $monthly fee, to avoid these transaction fees or close the cardThis has been explained to herWe only have two card offers: one has a $monthly fee which she declined and the other has the per transaction fee, which she has continued to use after the terms have been explained
Final Consumer Response /* (4200, 11, 2015/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they never charge my account the right amount
Initial Business Response /* (1000, 5, 2014/10/15) */
The account has been closed and a check mailed for the balance on the card
Initial Consumer Rebuttal /* (3000, 7, 2014/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Have submitted a
claim and wss denied for frivolous reasons I would like the dispute properly reviewed
Final Consumer Response /* (4200, 11, 2014/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You deny dispute saying its not fraud but hold on to funds claiming it is fraudI have filled out the form u have asked and was denied I would like this dispute reopened since you claim that the $was a fraudulent transaction what about the several other transactions that WERE fraud I am requesting that this dispute be overturned since the error claim was not denied I am requesting that a check be issued for the remaining amount of the dispute
Final Business Response /* (4000, 19, 2014/11/12) */
We will not continue to discuss this matter in a public forumWe consider the matter resolved and closed based on the decisions we have made and forwarded to the consumer in writing to the address on record
Initial Business Response /* (1000, 5, 2015/04/08) */
This has been addressed directly with the customer
Initial Consumer Rebuttal /* (2000, 7, 2015/04/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I came to AccountNow thinking they would do me better than RushCard...but boy was I wrong!!! Money was deposited on the 11/28/and still doidint have access to itI sent them over all the documents they requested (ID and SS card) but told me I still wouldnt have it before 12/10/Two days before Christmas I finally got my money afyer my employer demanded it backObviously the ZERO customer service and holding of MY HARD EARNED MONEY left me with another company IMMEDIATELYThis is not a good company at all
Initial Business Response /* (1000, 5, 2015/05/22) */
We have received the error claim and have assigned the claim to an investigatorWe have business days to conduct and investigation before we are required to issue provisional creditWe have asked for a written confirmation of error
as wellWhile we are investigating this matter without the notice, we may extend the investigation period past the days if the written notice is not returnedPlease sign and return the written confirmation of notice while we are investigating this matter
Initial Consumer Rebuttal /* (2000, 7, 2015/05/27) */
5-27-
Sent via email:
This is Ms *** *** I have a complaint filed against account now they just refunded my money on my replaced card as of todayI strongly suggest you keep a close eye on this company because I know I will!
Initial Business Response /* (1000, 5, 2016/03/21) */
Customer accounts are subject to verification
On 3/17/we advised the customer that we required a copy of the customer's photo identification and address verificationAll documentation must be legible, non-altered and should
contain a coversheet with the customer name, account number and telephone number to avoid any delay in processing
On 3/17/we received documentation and advised the customer that the photo identification was illegible
On 3/18/we received a clear copy of photo identification and the account restriction was removedThe customer accessed the funds on the account on 3/18/
Initial Business Response /* (1000, 5, 2015/05/27) */
An expedited card was processed on 5/26/
Under regulation E, we may conduct an investigationWe have been conducting that investigation according to the timeframes afforded to us under the Regulation
We expect the
investigation to complete no later than 5/29/
Initial Business Response /* (1000, 7, 2015/06/09) */
This claim was resolved with the cardholder on 5/29/
Initial Consumer Rebuttal /* (2000, 9, 2015/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It took many phone calls to finally get a
response and a lot of my spare timeThere call center is a jokeCalled over timesWas told times someone would call me back within hoursNot one call backFinally able to talk to someone in corporate risk management who was very helpful and refunded my money after recieving letters saying my claim was denied
Initial Business Response /* (1000, 8, 2015/12/11) */
On 11/11/15, the customer reported a lost card and requested a replacement be mailed to a new addressThe customer was required to answer security questions before the address was updated and the customer failed to answer security
questions correctlyThis security failure caused a restriction to be placed on the customer account
On 11/12/15, the customer stated that she had lost her card, however she did not want a replacementShe requested that the two paycheck deposits that posted to her account and which belong to a third party, be returned to the third party's employerWe advised the customer that her account no longer held the full amount and that a letter from the Employer written on the employer's company letterhead, describing the deposits, and requesting their return, was required
On 11/16/15, we advised the customer that no employer letter had been received
On 11/18/15, the customer called and requested a replacement cardWe advised the customer that due to her failure to answer security questions correctly, and her request to change the address on the account, we require a photo ID to verify her identity and a bill if her address was to be updated
On 11/18/15, we received the customer's photo ID, however no bill was receivedThe customer stated the card should be mailed to her current address and a card request was processedThe standard delivery timeframe for a replacement card is 5-business days
On 11/20/15, the customer called to request the status of her replacement card and was provided with the estimated delivery timeframe of 11/25/
On 11/30/15, the customer called and stated that her card had not been received and requested a replacement card to a different addressWe advised the customer that an address change required a bill as verification and the customer refused to provide
On 12/2/15, the customer called and requested the status of the employer deposit recall letterWe advised the customer that no employer letter had been received
On 12/2/15, we received a handwritten letter from the paycheck owner requesting return of his paychecks to his employerWe advised the customer that the letter was not sufficient and that we required an employer letter as previously described
On 12/4/15, we received a handwritten letter from the employerIt did not meet the requirements and we advised the customer that the letter must be on the employer letterhead (stationary)
On 12/8/we called the customer at the telephone provided in the complaintThe telephone number is disconnectedThe telephone number on the customer account is the same numberWe called the Community Center telephone number on the fax coversheet that the customer submitted and we were unable to reach the customer, however we did leave a message for the customer at the Community CenterWe were successful in locating a telephone number for the Employer and we described the letter format requirement for the return of their employee deposits
On 12/9/15, the customer called and requested a replacement card and address changeThe customer was advised that an address change required a bill with the new addressThe customer provided the bill, the address was updated and a replacement card was processed as an expedited request with a delivery timeframe of days
On 12/9/15, AccountNow obtained a letter from the employer of the deposit owner requesting return of the paycheck deposits
On 12/10/15, we credited the customer account at our expense and we then removed the entire balance which represented the two deposits belonging to the third party and returned the two deposits electronically to the third party deposit owner's employerWe advised the employer that the funds would be returned electronically within days
On 12/10/15, we closed the account
The customer may contact us at (XXX) XXX-XXXX with any questions
Initial Business Response /* (1000, 5, 2014/05/13) */
On 4/28/we processed a check in the amount of $On 5/9/we processed another check in the amount of $We re-reviewed the credits and found that we made a mistake in the amount credited and on 5/12/we processed
another check in the amount of $
We apologize for this error
Initial Business Response /* (1000, 5, 2015/02/27) */
When valid documentation was provided on 2/17/that allowed us to verify the account owner, the account was reinstated
We have determined that the $credit referenced in this complaint was never received from the F
* *** storeThis was confirmed with the Store's processing company and the cash service provider and will be reflected in the store's batch deposit total.On 3/27/we left a message
* *** for reimbursement.The customer may contact AccountNow with any questions at *** ***
for the customer.There has been no return call from the customer and on 3/28/we left a second message.If the customer is due credit, the customer will need to contact F
Initial Business Response /* (1000, 5, 2014/09/11) */
The investigator spoke to the customer on 9/4/and explained the facts related to the investigationThe cardholder agreed to contact the merchant to address
Initial Business Response /* (1000, 6, 2015/12/09) */
Our investigation into the customer's disputed transaction determined that no error occurred and the dispute was deniedWe based our decision on the following details: on November 12, a $deposit was applied to the account
On November 13, 2015, the customer checked the account balance from the telephone number in our records; (XXX) XXX-XXXX and received SMS text responses with the account balanceFollowing this activity, the disputed $transaction with Albertson's store #occurredThis confirms that the customer was aware of the account balance prior to the disputed transaction and the customer had possession of the Visa card associated with the account
On 12/9/15, we spoke to an agent at Albertson's #The agent located the disputed $transaction and has provided AccountNow with a copy of the transaction receiptThe agent stated that she was never contacted in regards to locating this transaction before and that if another agent had been contacted by the cardholder to research this transaction, it would have gone through her or the front manager of Albertson's #The Albertson's agent also asked the front manager if they had been in contact with the cardholder or were informed of another agent researching the disputed transaction for our cardholder, but the front manager said that they have no knowledge of the disputed transaction either or the customer contacting Albertson's
Based upon the facts available to us, we stand behind the decision to deny the customer claim
Initial Consumer Rebuttal /* (3000, 8, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I check the status of my debit card daily, either by text or onlineBecause I check my balance daily I was able to notice the unauthorized transaction on the morning of November 14, that took place on November 13, at 8:52pmI notified account now and was advised by their representative to wait until the transaction cleared and then file a disputeThe transaction cleared on Monday, November 16, I contacted AccountNow again and was told to contact merchant for a merchants refundI contacted Alberton's and spoke with *** who took all my info and she would have their loss prevention dept to investigateThey called me several times over days to get more info because they were having a hard time locating a transaction in the amount of $or the debit card number usedI talked with *** at Albertsons as well as the manager so the statement on regards to Alberton's never speaking with me is falseThe question I have is why did AccountNow contact Alberton's on December 9, if they've made their determination based on their "investigation" completed per AccountNow on November 24, 2015? The card was in my possession at the time of the unauthorized transaction that I did not make, which is why its unauthorizedNever have I had an issue with my AccountNow debit card until now, and I just want what was taken from me credited back
Final Business Response /* (4000, 15, 2015/12/24) */
We stand behind the denial of the customer disputeThe customer will need to direct any further questions to Albertson's
Final Consumer Response /* (4200, 17, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AccountNow needs to credit my account in the amount of $periodNot the merchant Albertson's as I do not have a prepaid account with Albertson'sIf this issue is not resolved and my funds are not credited back to my account through this process with the Revdex.com, I will be seeking legal council to recover my funds against AccountNow
Initial Business Response /* (1000, 5, 2014/09/22) */
There is a discrepancy in the account ID informationWe are unable to allow the account to remain openWe offered a one-time option to access the funds in the account
At this time we have processed a check request to have the
funds in the amount of $to be mailed to the address on the account
Initial Consumer Rebuttal /* (2000, 7, 2014/10/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They released my money and refunded my finance charges
Initial Business Response /* (1000, 12, 2015/07/21) */
We do not have a prepaid card in the name provided on the complaintTo research the matter further, we will require the card number in question
Initial Consumer Rebuttal /* (3000, 14, 2015/07/25) */
(The consumer indicated
he/she DID NOT accept the response from the business.)
After what I thought was just activating the card, I received an email that said I was almost done, I just had to fax in my DL, SSC, and a billI sent those in, I called to find out the status even though YOUR email states YOU would be in touch with ME, just to find out the card was already activatedYou have put my identity at risk as I sent in all of the information your misleading email states I needed toThis is unacceptable and I'm reporting you to the Federal Reserve for being incredibly misleading in your terms and conditions
Final Business Response /* (4000, 16, 2015/08/06) */
In our original 7/21/response, we advised that we were unable to locate the customer account and we requested the card numberThe customer has not provided the card number in the rebuttalOn 8/5/and 8/6/15, we left voicemail messages requesting the customer call back and provide the card number so that we may identify the account in question and assist the customer
This company advertising say you get paid up to two days faster witch was the case when I first got the card then a month later that changed they have hidden fees that is never disclosed prior to activation and even when you ask to speak to someone in charge supervisor or manger the customer service either discount you or won't get you anyone when there is a problem with there services very disappointed with this company
I been waiting on my check for two weeks they sent me no card an want give me my money
Initial Business Response /* (1000, 5, 2016/01/07) */
On 2/1/15, the customer reported the Visa card had been lostWe advised the customer that we would provide a replacement card and the customer stated that he wanted to update his address, however he did not know the new address and he
would call backThe customer's wife then called and was advised that the customer must callOn a third call, the customer was asked to answer security questions in order to change the addressThe customer was unable to answer the questions correctly and the account was restricted and the customer was advised we required his photo identification and a bill dated within days to verify his identity
On 2/16/we received an envelopeWe advised the customer that we required his photo identification and a bill dated within days
On 3/14/we received a handwritten letter from the customerWe advised the customer that we required his photo identification and a bill dated within days
On 4/1/15, we received an envelopeWe advised the customer that we required his photo identification and a bill dated within days
On 4/7/15, we received the customer's photo identification and Social Security CardWe advised the customer that we required a bill dated within days
On 6/30/15, we received the customer's photo identification and Social Security CardWe advised the customer that we required a bill dated within days
On 7/20/15, we received a letterWe advised the customer that we require a bill dated within days
On 8/5/15, we received a letterWe advised the customer that we require a bill dated within days
On 8/12/15, we received the customer's photo identification and Social Security CardWe advised the customer that we required a bill dated within days
On 9/8/15, we received an envelopeWe advised the customer that we require a bill dated within days
On 9/28/15, we received a bill, however the name and address was cut offWe advised the customer to resend complete bill
On 12/28/15, the customer's wife calledWe advised her to have the customer contact us
On 1/5/16, we called the customer at the telephone number providedThe customer provided additional information which allowed us to send the customer a check for the remaining balance on his accountThe check was delivered on 1/7/
Initial Business Response /* (1000, 5, 2014/02/18) */
Ms***-*** did not provide a callback number on her complaintWe do not find a $shoe purchase that has been applied to her account at allShe may contact our office at *** and provide the details necessary to
locate the transaction
At this time with the information provided to us, we do not find a transaction as described
Initial Business Response /* (1000, 5, 2015/04/13) */
We never suggested that we would not correct the errorPer the terms and conditions, a transaction that is in a hold period cannot be disputedIn fact in this situation, the merchant submitted a post and a refund on the same day,
March 28, This was for $There was a $service charge, which was credited to the account on April 1, 2015, resolving the matter
Initial Consumer Rebuttal /* (3000, 7, 2015/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't except there response because I have used my debit card all month and when I use it prime example I went to walgreens and spent and they always charge me a fee and I am on social security and they have charged me a for every transaction and I want my money back the in service charges they charged because it not rightI would switch but I am on social security and I can't switch until after May and I am going to because I am sick in tired of this I am short of my check and that not right
Final Business Response /* (4000, 9, 2015/04/21) */
The transaction fees will not be credited to this cardI previously spoke to Ms***Offered her a different card, offered to send her a check for the balance to avoid the transaction fees, all she declinedShe was to stop using the card immediately following a deposit she expectedInstead she has continued to use the cardThe transaction fees are disclosed in the termsThe fees standMs*** either needs to apply for a card that has a $monthly fee, to avoid these transaction fees or close the cardThis has been explained to herWe only have two card offers: one has a $monthly fee which she declined and the other has the per transaction fee, which she has continued to use after the terms have been explained
Final Consumer Response /* (4200, 11, 2015/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they never charge my account the right amount
Initial Business Response /* (1000, 5, 2014/10/15) */
The account has been closed and a check mailed for the balance on the card
Initial Consumer Rebuttal /* (3000, 7, 2014/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Have submitted a
claim and wss denied for frivolous reasons I would like the dispute properly reviewed
Final Consumer Response /* (4200, 11, 2014/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You deny dispute saying its not fraud but hold on to funds claiming it is fraudI have filled out the form u have asked and was denied I would like this dispute reopened since you claim that the $was a fraudulent transaction what about the several other transactions that WERE fraud I am requesting that this dispute be overturned since the error claim was not denied I am requesting that a check be issued for the remaining amount of the dispute
Final Business Response /* (4000, 19, 2014/11/12) */
We will not continue to discuss this matter in a public forumWe consider the matter resolved and closed based on the decisions we have made and forwarded to the consumer in writing to the address on record
Initial Business Response /* (1000, 5, 2015/04/08) */
This has been addressed directly with the customer
Initial Consumer Rebuttal /* (2000, 7, 2015/04/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I came to AccountNow thinking they would do me better than RushCard...but boy was I wrong!!! Money was deposited on the 11/28/and still doidint have access to itI sent them over all the documents they requested (ID and SS card) but told me I still wouldnt have it before 12/10/Two days before Christmas I finally got my money afyer my employer demanded it backObviously the ZERO customer service and holding of MY HARD EARNED MONEY left me with another company IMMEDIATELYThis is not a good company at all
Initial Business Response /* (1000, 5, 2015/05/22) */
We have received the error claim and have assigned the claim to an investigatorWe have business days to conduct and investigation before we are required to issue provisional creditWe have asked for a written confirmation of error
as wellWhile we are investigating this matter without the notice, we may extend the investigation period past the days if the written notice is not returnedPlease sign and return the written confirmation of notice while we are investigating this matter
Initial Consumer Rebuttal /* (2000, 7, 2015/05/27) */
5-27-
Sent via email:
This is Ms *** *** I have a complaint filed against account now they just refunded my money on my replaced card as of todayI strongly suggest you keep a close eye on this company because I know I will!
Initial Business Response /* (1000, 5, 2016/03/21) */
Customer accounts are subject to verification
On 3/17/we advised the customer that we required a copy of the customer's photo identification and address verificationAll documentation must be legible, non-altered and should
contain a coversheet with the customer name, account number and telephone number to avoid any delay in processing
On 3/17/we received documentation and advised the customer that the photo identification was illegible
On 3/18/we received a clear copy of photo identification and the account restriction was removedThe customer accessed the funds on the account on 3/18/
Initial Business Response /* (1000, 5, 2015/05/27) */
An expedited card was processed on 5/26/
Under regulation E, we may conduct an investigationWe have been conducting that investigation according to the timeframes afforded to us under the Regulation
We expect the
investigation to complete no later than 5/29/
Initial Business Response /* (1000, 7, 2015/06/09) */
This claim was resolved with the cardholder on 5/29/
Initial Consumer Rebuttal /* (2000, 9, 2015/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It took many phone calls to finally get a
response and a lot of my spare timeThere call center is a jokeCalled over timesWas told times someone would call me back within hoursNot one call backFinally able to talk to someone in corporate risk management who was very helpful and refunded my money after recieving letters saying my claim was denied
Initial Business Response /* (1000, 8, 2015/12/11) */
On 11/11/15, the customer reported a lost card and requested a replacement be mailed to a new addressThe customer was required to answer security questions before the address was updated and the customer failed to answer security
questions correctlyThis security failure caused a restriction to be placed on the customer account
On 11/12/15, the customer stated that she had lost her card, however she did not want a replacementShe requested that the two paycheck deposits that posted to her account and which belong to a third party, be returned to the third party's employerWe advised the customer that her account no longer held the full amount and that a letter from the Employer written on the employer's company letterhead, describing the deposits, and requesting their return, was required
On 11/16/15, we advised the customer that no employer letter had been received
On 11/18/15, the customer called and requested a replacement cardWe advised the customer that due to her failure to answer security questions correctly, and her request to change the address on the account, we require a photo ID to verify her identity and a bill if her address was to be updated
On 11/18/15, we received the customer's photo ID, however no bill was receivedThe customer stated the card should be mailed to her current address and a card request was processedThe standard delivery timeframe for a replacement card is 5-business days
On 11/20/15, the customer called to request the status of her replacement card and was provided with the estimated delivery timeframe of 11/25/
On 11/30/15, the customer called and stated that her card had not been received and requested a replacement card to a different addressWe advised the customer that an address change required a bill as verification and the customer refused to provide
On 12/2/15, the customer called and requested the status of the employer deposit recall letterWe advised the customer that no employer letter had been received
On 12/2/15, we received a handwritten letter from the paycheck owner requesting return of his paychecks to his employerWe advised the customer that the letter was not sufficient and that we required an employer letter as previously described
On 12/4/15, we received a handwritten letter from the employerIt did not meet the requirements and we advised the customer that the letter must be on the employer letterhead (stationary)
On 12/8/we called the customer at the telephone provided in the complaintThe telephone number is disconnectedThe telephone number on the customer account is the same numberWe called the Community Center telephone number on the fax coversheet that the customer submitted and we were unable to reach the customer, however we did leave a message for the customer at the Community CenterWe were successful in locating a telephone number for the Employer and we described the letter format requirement for the return of their employee deposits
On 12/9/15, the customer called and requested a replacement card and address changeThe customer was advised that an address change required a bill with the new addressThe customer provided the bill, the address was updated and a replacement card was processed as an expedited request with a delivery timeframe of days
On 12/9/15, AccountNow obtained a letter from the employer of the deposit owner requesting return of the paycheck deposits
On 12/10/15, we credited the customer account at our expense and we then removed the entire balance which represented the two deposits belonging to the third party and returned the two deposits electronically to the third party deposit owner's employerWe advised the employer that the funds would be returned electronically within days
On 12/10/15, we closed the account
The customer may contact us at (XXX) XXX-XXXX with any questions
Initial Business Response /* (1000, 5, 2014/05/13) */
On 4/28/we processed a check in the amount of $On 5/9/we processed another check in the amount of $We re-reviewed the credits and found that we made a mistake in the amount credited and on 5/12/we processed
another check in the amount of $
We apologize for this error
Initial Business Response /* (1000, 5, 2015/02/27) */
When valid documentation was provided on 2/17/that allowed us to verify the account owner, the account was reinstated