The customer filed a dispute on 3/10/16 for $180.00. Our investigation determined that a $200.00 deposit was posted to the customer account on 3/8/16 and the disputed ATM withdrawal for $180.00 occurred 39 minutes later. The disputed transaction is PIN based , the customer has possession of...
the card, and there are no pin failures. There were no balance inquiries and the disputed $180.00 transaction almost depleted the balance. Based upon the facts available to us, it appears that no error occurred and the claim was denied. On 3/22/16 we mailed the customer a Dispute Denial letter.On 3/24/16 we returned a call to the customer and we provided the dispute denial reasons.Based upon the facts available to us, we stand behind the denial reason.The customer may contact us at [redacted] with any additional information or questions.
Initial Business Response /* (1000, 5, 2015/02/27) */
The account was reinstated on 2/19/15. The policy requires that the deposits be in the name of the account owner. To avoid future issues, Ms. [redacted] should ensure that her name is added to the account where her deposits are being directed.
Initial Business Response /* (1000, 5, 2014/06/13) */
We have an obligation to protect consumers from identity theft and account takeover. When an address is changed and a new card is requested, we are required to complete enhanced due diligence. In an attempt to avoid documentary...
verification, we allow the consumer to answer questions provided to us by an outside third party to verify that it is the consumer. If the consumer fails the questions, the only option is to send documentary verification. Mr. [redacted] provided the documentation on 5/30/14, the documentation was verified and the card was processed. Our records indicate that the new card was activated on 6/7/14.
Initial Business Response /* (1000, 5, 2014/03/24) */
We have a policy that allows for a limitation on the number of active cards that an individual can have open and active at a time. There is an automated program that closes older cards to allow more current cards to remain active. In...
the case of Ms. [redacted], she had four open active cards and the process attempted to close one of the cards. The issue occurred when the a load came in at the same time that the closure occurred. We closed a card that had a load of $140. On February 19, 2014, the account was closed.
Typically when this occurs, the agent will assist the customer in transferring the funds to another active card, or close one of the other cards and allow the current card to remain open to allow the customer access to the account.
In this case the matter became more complicated in that Ms. [redacted] had caused an alert on her online account due to using an invalid Security Code. Before any funds could be transferred, she was required to provide documentation to verify her identity and ownership of the card. This was a measure taken to prevent unauthorized access to the funds due to the security alert.
On February 21, 2014, the photo ID and the front of the card that were provided to AccountNow were reviewed, but they were illegible so the agent requested legible copies.
On February 23, 2014, we received additional documents, but due to the volume of documentation that we received, we did not review d the documents, until February 24, 2014. However, the agent made a mistake and did see that the customer had voluntarily closed other accounts, nor did the agent attempt to work with the customer to reopen the account due to the closed status. This process is not typically a process handled in the risk department and the agent was not aware of the reopen policy. We have addressed with to ensure that the agents are aware, and we sincerely apologize for the frustration that this matter caused Ms. [redacted].
The agent who cleared the security alert, requested a check to the address on the account on February 24, 2014. However, on February 25, 2014, additional documentation that was received on February 24, 2014 was reviewed and the additional documentation indicated that an address change was required. The agent placed a stop payment on the check requested on February 24, 2014, but failed to request a replacement check.
Ms. [redacted] did call to follow-up on the check, but each of the additional agents were reviewing the notes that indicated that a stop payment had been requested on one check and a new check reissued.
Upon receipt of the complaint, management looked into the matter and discovered that a replacement check had not been requested on February 25, 2014. Ms. [redacted] was contacted on March 14, 2014. The supervisor reinstated a card that Ms. [redacted] still had in her possession and transferred the funds to the card.
Again, we sincerely apologize for the frustration that this matter has caused.
Initial Business Response /* (1000, 5, 2014/02/27) */
The account that Ms. [redacted] requested closed was closed on 2/15/14. We have verified with the receiving bank, we not received anything other than trial deposits in the amounts of $.15 and $.10 and then the sender requested the deposits...
back in the amount of $.25. There has not been any other deposit activity.
If Ms. [redacted] believes that her tax refund has been directed to the account, we will require a trace number from the originator to investigate the matter further.
Initial Consumer Rebuttal /* (3000, 7, 2014/02/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My refund was reversed back to the origin. Not because you add a company did the best you could do, but because I had called do many times that you guys blocked the account. I got my tax refund, not because you as a company as trying to help your customer, but because I called so many times. I work at a call center, I know what customer service is. And you, did not provide that.
We are unable to locate the account that is referenced in the complaint.On 3/29/16 we called and left a message for the customer.On 3/30/16 we placed a second call and we were unable to reach the customer.We require additional information to investigate this complaint. The...
Initial Business Response /* (1000, 5, 2015/02/27) */
We received the error claim on 2/2/14 and we opened an investigation. We have 10 days to complete an investigation. We concluded our investigation and did not find that an error occurred, based on information provided to us from the...
disputed merchants.
We mailed a letter confirming our decision on 2/4/15. We will mail another copy to the address in our records. An investigator will attempt contact with the consumer to explain the facts behind our decision.
Initial Business Response /* (1000, 5, 2014/11/25) */
The package received was an offer for a card. The consumer should destroy the package mailed. We have removed her name from our mailing list and will not mail any additional offers.
Initial Business Response /* (1000, 5, 2014/10/15) */
Access to the funds was refused because the sender claimed that the transfer to the card was unauthorized. We will not allow access to the funds and the card has been closed. If the consumer has any questions about the status of the...
funds, he should contact the party that the funds came from.
Initial Consumer Rebuttal /* (2000, 13, 2014/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Happy that the account has been cancelled!!!!!!!
Initial Business Response /* (1000, 5, 2015/01/15) */
The funds have been moved. Two transfers occurred. One on 1/9/15 and another on 1/15/15. The closed account now has a zero balance.
Initial Consumer Rebuttal /* (2000, 7, 2015/01/19) */
(The consumer indicated he/she ACCEPTED...
Initial Business Response /* (1000, 5, 2014/06/03) */
H&R Block recalled the funds and the funds were returned to them in full on 5/21/14. Mr. [redacted] will need to contact them for further instructions.
Initial Business Response /* (1000, 8, 2014/05/21) */
The following are the terms related to "Get Paid Up to 2 Days Faster":
"Not everyone will get paid earlier than the employer or benefits provider's scheduled pay date as direct deposit and early deposit capability is subject to the...
employer or benefits provider's support of the feature and the timing of the employer or benefits provider's funding. If your employer or benefits provider supports direct deposit and sends funds in advance of your payday, you should see early deposits effective after the second direct deposit is received."
The first deposit that we received for Mr. [redacted] was on 4/25/14, with a settlement date of 5/1/14. Mr. [redacted] will become eligible for early deposit, after the next deposit. At this time we have not received any notification of the next deposit.
Initial Business Response /* (1000, 5, 2014/07/23) */
Due to the nature of the claim, the card account had to remain closed to prevent additional transactions from being debited from the account.
The account was previously reopened temporarily to allow withdrawal of all remaining...
funds.
Initial Consumer Rebuttal /* (2000, 7, 2014/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/11/03) */
We have researched this matter. We found that the the reason that credit was not granted was because the referrals did not use the referral code.
Because the agents did not explain this upon the initial calls regarding the matter, we...
have granted Mr. [redacted] the credit for his friends. We are continuing to research this matter to locate the friends to also grant them credit.
If Mr. [redacted] is to receive additional credits, he must ensure that his friends use his referral code.
Initial Consumer Rebuttal /* (2000, 7, 2014/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept because I got what was advertised.
Initial Business Response /* (1000, 5, 2014/06/23) */
The cardholder was unable to provide the required verification documentation. We discussed the matter with her. We agreed to waive the initial fee, allowing her access to the entire $50 that she loaded. She was granted temporary access...
to the account and the remaining balance of $.87 was mailed to her by check.
Initial Business Response /* (1000, 5, 2015/07/21) */
The holds were released on 7/17/15.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The hold was not released & available until 7/18/2015....
That does not negate my horrible experience with customer service.
Initial Business Response /* (1000, 5, 2015/11/12) */
The customer filed two complaints for the same issue. The response provided is the same for both complaints.
The customer's Cardholder Agreement lists the transaction limits, including the Purchase limit, which is: $2000.00 per day....
The limits for cash withdrawals are also listed in the agreement and are; $300.00 per day for ATM withdrawal and $1000.00 per day for over the counter cash advance.
The customer's account was restricted on 7/14/15 due to an incorrect CVV (Card Verification Value) entered into the AccountNow online customer database. A CVV entry error is considered a suspicious event and we require customers to verify their identity and prove their possession of the Visa card in order to remove the restriction and protect the customer account. On 7/15/15, the customer called AccountNow and was provided with the requirements to remove the restriction. The customer submitted the required documentation and the restriction was removed on 7/16/15.
Our records show that the customer contacted AccountNow on 10/26/15 and requested her account status, and the status of her recent activity. We provided the customer with the information she requested and also provided the customer with usage limits and the fee for cash advance transactions.
On 10/28/15, in accordance with internal suspicious transaction activity guidelines, the customer account was restricted based upon excessive purchase cashback transactions. The limit for purchase transactions, which includes purchase cashback, is listed in the Usage Section of the Cardholder Agreement. The limit is: $2000.00 per day and the customer performed: 7 transactions within 24 hours from 10/27/15 to 10/28/15 for a total of: $2167.40.
On 10/30/15 and 10/31/15, we advised the customer why her account was restricted and the documentation and explanation required to remove the restriction. The customer refused to cooperate and hung up. On 11/3/15, the customer called AccountNow and stated that she had provided her documentation 3 months ago. We advised the customer that the requirement at that time was for the CVV lock and this was a different issue. On 11/4/15, we received customer documentation including the customer's photo identification, a bill to verify her address and a photocopy of the front of the card. We did not receive an explanation for the transaction activity and we called the customer at the telephone number on file. We were unable to reach the customer. On 11/5/15, we were able to reach the customer at the telephone number provided in the Revdex.com complaint. We asked the customer about her cash withdrawal transactions. The customer at first stated she was paying for illegal drugs and then stated it was none of AccountNow's business. Based upon the customer's response, we exercised our right to close the customer account and sent her a check for the remaining balance.
On 11/9/15, we spoke to the customer and reiterated the reason why her account had been restricted, the requirements for removing the restriction and the reason why we had closed the account which was based upon the customer's non-compliance with our request for information.
The customer acknowledged that she declined to cooperate with our request for information and that she understood that we exercised our right to close the account and that a check was being sent to her representing the remaining balance on her account. We advised the customer that checks can take up to 3 weeks and we offered to expedite the check to the customer. On 11/9/15, we shipped the customer check using United Parcel Service overnight delivery.
On 11/10/15, we contacted the customer and advised her that we shipped the check using United Parcel Service overnight delivery on 11/9/15 and that UPS reported on 11/10/15 that the customer was not available when they attempted to deliver the check. The customer stated that she received the UPS delivery notice and she would make arrangements to retrieve her check.
The customer also stated that she felt inconvenienced and that AccountNow had a financial incentive to restrict and close her account. We advised the customer that her restriction was based upon her cash transaction activity which exceeded the account limit and that we have an obligation to research suspicious activity.
The customer stated that she experienced a loss while her account was restricted. We advised the customer that her inability to access her funds were compounded by her unwillingness to cooperate with our investigation. Also, her delay in providing documentation and her response to our questions caused her account to be closed.
The customer asked why she was required to send documentation only 3 months after she had previously provided documentation. We advised the customer that the previous restriction was for a different reason, CVV entry error, and that customers' name and address can and do change.
The customer stated that she was told to perform cash transactions for rapid removal of funds by an AccountNow Representative. We advised the customer that our review of the 10/26/15 call shows that the customer was provided with account limits, along with answers to her questions related to the account status and a specific previous transaction that she performed.
We acknowledge that verification of customer activity may lead to customer inconvenience. However, meeting company and Regulatory verification requirements, allows AccountNow to offer the unbanked consumer with this banking option. Verification also benefits customers by contributing to lower occurrences of fraud, loss of customer funds and lower operating costs, resulting in lower fees.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Account Now closed my account because I refused to explain to them what I needed the money for. There is nothing in the customer agreement or any regulatory guidelines that I could find, or that they could tell me about, that require me to give them that information. It is not for them to decide what is or isn't a legitimate use for my funds. Also, they are implying that I exceeded their $2000. DAILY max because the transactions happened within a 24 hour period, but it was over the course of TWO days. There is nowhere that states a day is any given 24 hour period, nor is that a customary interpretation in business. Also, I was never informed that I exceeded any limits, only that my account had been suspended for 'cash-back activity'. That they wanted me to send my documents again after only 3 months when my name, address, and all of my account info had not changed, because this was a 'different matter', made no sense to me. Also doing so is a big hassle and I was extremely busy at the time. Nevertheless, I did provide the documents again, but they closed my account anyway, further delaying access to my funds and causing me additional expense in check cashing fees. Prior to my account being closed I couldn't get anyone to answer my questions directly. When I did finally get a representative who could, [redacted], my account had already been closed, and he had in front of him my Revdex.com complaint and my complaint to the FDIC. I suspect that is the reason why I didn't have to wait 3 weeks for my check to come. Account now caused me a financial injury which I could not reasonably have avoided, and they closed my account 'because they can' according [redacted]. But what he couldn't tell me, due to 'security reasons' is why my account was restricted in the first place, or why I should be required to tell them what I needed the money for. They may not have made any money in my particular case, since overnight mail is expensive, but they ARE making money by doing this to thousands of other customers and arbitration clauses keep them protected from class-action lawsuits that would give those people recourse. I would like them to 1) Inform potential customers that their funds may be frozen for reasons that they will not be privy to. 2) Inform potential customers that they may have to provide documents multiple times for reasons they will not be privy to. 3) Inform potential customers and that they may have to explain what they are using their money for and provide receipts. 4) Compensate me in the amount of $500.00 for damages.
Final Business Response /* (4000, 11, 2015/12/03) */
Account restrictions and closures are governed by company policy and individual customer account actions contribute to the ongoing review and adjustment of policy. The sentiments expressed by the customer will also contribute to our future policy decisions.
Was not at all satisfied with the customer service here. I was a customer with this financial institution for about two tears. Everything was fine until about a few weeks ago. I called to inquire about a transaction, when I went to use my card again at a merchant it was denied. From there I contacted Account Now customer service again. I found out the last representative disabled my card; without my consent. I was told from there that di would have to wait 5-7 business days , for another card. Okay, I waited, I called after the 7th day to find out if they could track the card. I was told they could not. My card came in three days later, I went to activate my card and it would not activate. I called Account Now again, and was told , because I received the card after the 7th business day, I could no longer activate the card. I was not pleased with this service. I was not able to retrieve my money from this account in any way. I had to almost plead with the supervisors to allow me to make a transaction from my account. This is not good service at all. I would suggest, if anyone can get a regular checking account, please do so. It just may keep you from unnecessary headaches.
Initial Business Response /* (1000, 5, 2015/03/23) */
The card was cancelled because Ms. [redacted] reported that the $174.37 transaction was unauthorized.
The funds were released and have been returned to the card.
The new card has been activated.
The customer filed a dispute on 3/10/16 for $180.00. Our investigation determined that a $200.00 deposit was posted to the customer account on 3/8/16 and the disputed ATM withdrawal for $180.00 occurred 39 minutes later. The disputed transaction is PIN based , the customer has possession of...
the card, and there are no pin failures. There were no balance inquiries and the disputed $180.00 transaction almost depleted the balance. Based upon the facts available to us, it appears that no error occurred and the claim was denied. On 3/22/16 we mailed the customer a Dispute Denial letter.On 3/24/16 we returned a call to the customer and we provided the dispute denial reasons.Based upon the facts available to us, we stand behind the denial reason.The customer may contact us at [redacted] with any additional information or questions.
Initial Business Response /* (1000, 5, 2015/02/27) */
The account was reinstated on 2/19/15. The policy requires that the deposits be in the name of the account owner. To avoid future issues, Ms. [redacted] should ensure that her name is added to the account where her deposits are being directed.
Initial Business Response /* (1000, 5, 2014/08/15) */
We have addressed the issue with the customer directly.
Initial Business Response /* (1000, 5, 2014/06/13) */
We have an obligation to protect consumers from identity theft and account takeover. When an address is changed and a new card is requested, we are required to complete enhanced due diligence. In an attempt to avoid documentary...
verification, we allow the consumer to answer questions provided to us by an outside third party to verify that it is the consumer. If the consumer fails the questions, the only option is to send documentary verification. Mr. [redacted] provided the documentation on 5/30/14, the documentation was verified and the card was processed. Our records indicate that the new card was activated on 6/7/14.
Initial Business Response /* (1000, 5, 2014/03/24) */
We have a policy that allows for a limitation on the number of active cards that an individual can have open and active at a time. There is an automated program that closes older cards to allow more current cards to remain active. In...
the case of Ms. [redacted], she had four open active cards and the process attempted to close one of the cards. The issue occurred when the a load came in at the same time that the closure occurred. We closed a card that had a load of $140. On February 19, 2014, the account was closed.
Typically when this occurs, the agent will assist the customer in transferring the funds to another active card, or close one of the other cards and allow the current card to remain open to allow the customer access to the account.
In this case the matter became more complicated in that Ms. [redacted] had caused an alert on her online account due to using an invalid Security Code. Before any funds could be transferred, she was required to provide documentation to verify her identity and ownership of the card. This was a measure taken to prevent unauthorized access to the funds due to the security alert.
On February 21, 2014, the photo ID and the front of the card that were provided to AccountNow were reviewed, but they were illegible so the agent requested legible copies.
On February 23, 2014, we received additional documents, but due to the volume of documentation that we received, we did not review d the documents, until February 24, 2014. However, the agent made a mistake and did see that the customer had voluntarily closed other accounts, nor did the agent attempt to work with the customer to reopen the account due to the closed status. This process is not typically a process handled in the risk department and the agent was not aware of the reopen policy. We have addressed with to ensure that the agents are aware, and we sincerely apologize for the frustration that this matter caused Ms. [redacted].
The agent who cleared the security alert, requested a check to the address on the account on February 24, 2014. However, on February 25, 2014, additional documentation that was received on February 24, 2014 was reviewed and the additional documentation indicated that an address change was required. The agent placed a stop payment on the check requested on February 24, 2014, but failed to request a replacement check.
Ms. [redacted] did call to follow-up on the check, but each of the additional agents were reviewing the notes that indicated that a stop payment had been requested on one check and a new check reissued.
Upon receipt of the complaint, management looked into the matter and discovered that a replacement check had not been requested on February 25, 2014. Ms. [redacted] was contacted on March 14, 2014. The supervisor reinstated a card that Ms. [redacted] still had in her possession and transferred the funds to the card.
Again, we sincerely apologize for the frustration that this matter has caused.
Initial Business Response /* (1000, 5, 2014/02/27) */
The account that Ms. [redacted] requested closed was closed on 2/15/14. We have verified with the receiving bank, we not received anything other than trial deposits in the amounts of $.15 and $.10 and then the sender requested the deposits...
back in the amount of $.25. There has not been any other deposit activity.
If Ms. [redacted] believes that her tax refund has been directed to the account, we will require a trace number from the originator to investigate the matter further.
Initial Consumer Rebuttal /* (3000, 7, 2014/02/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My refund was reversed back to the origin. Not because you add a company did the best you could do, but because I had called do many times that you guys blocked the account. I got my tax refund, not because you as a company as trying to help your customer, but because I called so many times. I work at a call center, I know what customer service is. And you, did not provide that.
We are unable to locate the account that is referenced in the complaint.On 3/29/16 we called and left a message for the customer.On 3/30/16 we placed a second call and we were unable to reach the customer.We require additional information to investigate this complaint. The...
customer may call us at [redacted]
Initial Business Response /* (1000, 5, 2015/02/27) */
We received the error claim on 2/2/14 and we opened an investigation. We have 10 days to complete an investigation. We concluded our investigation and did not find that an error occurred, based on information provided to us from the...
disputed merchants.
We mailed a letter confirming our decision on 2/4/15. We will mail another copy to the address in our records. An investigator will attempt contact with the consumer to explain the facts behind our decision.
Initial Business Response /* (1000, 5, 2014/11/25) */
The package received was an offer for a card. The consumer should destroy the package mailed. We have removed her name from our mailing list and will not mail any additional offers.
Initial Business Response /* (1000, 5, 2014/10/15) */
Access to the funds was refused because the sender claimed that the transfer to the card was unauthorized. We will not allow access to the funds and the card has been closed. If the consumer has any questions about the status of the...
funds, he should contact the party that the funds came from.
Initial Consumer Rebuttal /* (2000, 13, 2014/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Happy that the account has been cancelled!!!!!!!
Initial Business Response /* (1000, 5, 2015/01/15) */
The funds have been moved. Two transfers occurred. One on 1/9/15 and another on 1/15/15. The closed account now has a zero balance.
Initial Consumer Rebuttal /* (2000, 7, 2015/01/19) */
(The consumer indicated he/she ACCEPTED...
the response from the business.)
Initial Business Response /* (1000, 5, 2014/06/03) */
H&R Block recalled the funds and the funds were returned to them in full on 5/21/14. Mr. [redacted] will need to contact them for further instructions.
Initial Business Response /* (1000, 8, 2014/05/21) */
The following are the terms related to "Get Paid Up to 2 Days Faster":
"Not everyone will get paid earlier than the employer or benefits provider's scheduled pay date as direct deposit and early deposit capability is subject to the...
employer or benefits provider's support of the feature and the timing of the employer or benefits provider's funding. If your employer or benefits provider supports direct deposit and sends funds in advance of your payday, you should see early deposits effective after the second direct deposit is received."
The first deposit that we received for Mr. [redacted] was on 4/25/14, with a settlement date of 5/1/14. Mr. [redacted] will become eligible for early deposit, after the next deposit. At this time we have not received any notification of the next deposit.
Initial Business Response /* (1000, 5, 2014/07/23) */
Due to the nature of the claim, the card account had to remain closed to prevent additional transactions from being debited from the account.
The account was previously reopened temporarily to allow withdrawal of all remaining...
funds.
Initial Consumer Rebuttal /* (2000, 7, 2014/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/11/03) */
We have researched this matter. We found that the the reason that credit was not granted was because the referrals did not use the referral code.
Because the agents did not explain this upon the initial calls regarding the matter, we...
have granted Mr. [redacted] the credit for his friends. We are continuing to research this matter to locate the friends to also grant them credit.
If Mr. [redacted] is to receive additional credits, he must ensure that his friends use his referral code.
Initial Consumer Rebuttal /* (2000, 7, 2014/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept because I got what was advertised.
Initial Business Response /* (1000, 5, 2014/06/23) */
The cardholder was unable to provide the required verification documentation. We discussed the matter with her. We agreed to waive the initial fee, allowing her access to the entire $50 that she loaded. She was granted temporary access...
to the account and the remaining balance of $.87 was mailed to her by check.
Initial Business Response /* (1000, 5, 2015/07/21) */
The holds were released on 7/17/15.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The hold was not released & available until 7/18/2015....
That does not negate my horrible experience with customer service.
Initial Business Response /* (1000, 5, 2015/11/12) */
The customer filed two complaints for the same issue. The response provided is the same for both complaints.
The customer's Cardholder Agreement lists the transaction limits, including the Purchase limit, which is: $2000.00 per day....
The limits for cash withdrawals are also listed in the agreement and are; $300.00 per day for ATM withdrawal and $1000.00 per day for over the counter cash advance.
The customer's account was restricted on 7/14/15 due to an incorrect CVV (Card Verification Value) entered into the AccountNow online customer database. A CVV entry error is considered a suspicious event and we require customers to verify their identity and prove their possession of the Visa card in order to remove the restriction and protect the customer account. On 7/15/15, the customer called AccountNow and was provided with the requirements to remove the restriction. The customer submitted the required documentation and the restriction was removed on 7/16/15.
Our records show that the customer contacted AccountNow on 10/26/15 and requested her account status, and the status of her recent activity. We provided the customer with the information she requested and also provided the customer with usage limits and the fee for cash advance transactions.
On 10/28/15, in accordance with internal suspicious transaction activity guidelines, the customer account was restricted based upon excessive purchase cashback transactions. The limit for purchase transactions, which includes purchase cashback, is listed in the Usage Section of the Cardholder Agreement. The limit is: $2000.00 per day and the customer performed: 7 transactions within 24 hours from 10/27/15 to 10/28/15 for a total of: $2167.40.
On 10/30/15 and 10/31/15, we advised the customer why her account was restricted and the documentation and explanation required to remove the restriction. The customer refused to cooperate and hung up. On 11/3/15, the customer called AccountNow and stated that she had provided her documentation 3 months ago. We advised the customer that the requirement at that time was for the CVV lock and this was a different issue. On 11/4/15, we received customer documentation including the customer's photo identification, a bill to verify her address and a photocopy of the front of the card. We did not receive an explanation for the transaction activity and we called the customer at the telephone number on file. We were unable to reach the customer. On 11/5/15, we were able to reach the customer at the telephone number provided in the Revdex.com complaint. We asked the customer about her cash withdrawal transactions. The customer at first stated she was paying for illegal drugs and then stated it was none of AccountNow's business. Based upon the customer's response, we exercised our right to close the customer account and sent her a check for the remaining balance.
On 11/9/15, we spoke to the customer and reiterated the reason why her account had been restricted, the requirements for removing the restriction and the reason why we had closed the account which was based upon the customer's non-compliance with our request for information.
The customer acknowledged that she declined to cooperate with our request for information and that she understood that we exercised our right to close the account and that a check was being sent to her representing the remaining balance on her account. We advised the customer that checks can take up to 3 weeks and we offered to expedite the check to the customer. On 11/9/15, we shipped the customer check using United Parcel Service overnight delivery.
On 11/10/15, we contacted the customer and advised her that we shipped the check using United Parcel Service overnight delivery on 11/9/15 and that UPS reported on 11/10/15 that the customer was not available when they attempted to deliver the check. The customer stated that she received the UPS delivery notice and she would make arrangements to retrieve her check.
The customer also stated that she felt inconvenienced and that AccountNow had a financial incentive to restrict and close her account. We advised the customer that her restriction was based upon her cash transaction activity which exceeded the account limit and that we have an obligation to research suspicious activity.
The customer stated that she experienced a loss while her account was restricted. We advised the customer that her inability to access her funds were compounded by her unwillingness to cooperate with our investigation. Also, her delay in providing documentation and her response to our questions caused her account to be closed.
The customer asked why she was required to send documentation only 3 months after she had previously provided documentation. We advised the customer that the previous restriction was for a different reason, CVV entry error, and that customers' name and address can and do change.
The customer stated that she was told to perform cash transactions for rapid removal of funds by an AccountNow Representative. We advised the customer that our review of the 10/26/15 call shows that the customer was provided with account limits, along with answers to her questions related to the account status and a specific previous transaction that she performed.
We acknowledge that verification of customer activity may lead to customer inconvenience. However, meeting company and Regulatory verification requirements, allows AccountNow to offer the unbanked consumer with this banking option. Verification also benefits customers by contributing to lower occurrences of fraud, loss of customer funds and lower operating costs, resulting in lower fees.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Account Now closed my account because I refused to explain to them what I needed the money for. There is nothing in the customer agreement or any regulatory guidelines that I could find, or that they could tell me about, that require me to give them that information. It is not for them to decide what is or isn't a legitimate use for my funds. Also, they are implying that I exceeded their $2000. DAILY max because the transactions happened within a 24 hour period, but it was over the course of TWO days. There is nowhere that states a day is any given 24 hour period, nor is that a customary interpretation in business. Also, I was never informed that I exceeded any limits, only that my account had been suspended for 'cash-back activity'. That they wanted me to send my documents again after only 3 months when my name, address, and all of my account info had not changed, because this was a 'different matter', made no sense to me. Also doing so is a big hassle and I was extremely busy at the time. Nevertheless, I did provide the documents again, but they closed my account anyway, further delaying access to my funds and causing me additional expense in check cashing fees. Prior to my account being closed I couldn't get anyone to answer my questions directly. When I did finally get a representative who could, [redacted], my account had already been closed, and he had in front of him my Revdex.com complaint and my complaint to the FDIC. I suspect that is the reason why I didn't have to wait 3 weeks for my check to come. Account now caused me a financial injury which I could not reasonably have avoided, and they closed my account 'because they can' according [redacted]. But what he couldn't tell me, due to 'security reasons' is why my account was restricted in the first place, or why I should be required to tell them what I needed the money for. They may not have made any money in my particular case, since overnight mail is expensive, but they ARE making money by doing this to thousands of other customers and arbitration clauses keep them protected from class-action lawsuits that would give those people recourse. I would like them to 1) Inform potential customers that their funds may be frozen for reasons that they will not be privy to. 2) Inform potential customers that they may have to provide documents multiple times for reasons they will not be privy to. 3) Inform potential customers and that they may have to explain what they are using their money for and provide receipts. 4) Compensate me in the amount of $500.00 for damages.
Final Business Response /* (4000, 11, 2015/12/03) */
Account restrictions and closures are governed by company policy and individual customer account actions contribute to the ongoing review and adjustment of policy. The sentiments expressed by the customer will also contribute to our future policy decisions.
Was not at all satisfied with the customer service here. I was a customer with this financial institution for about two tears. Everything was fine until about a few weeks ago. I called to inquire about a transaction, when I went to use my card again at a merchant it was denied. From there I contacted Account Now customer service again. I found out the last representative disabled my card; without my consent. I was told from there that di would have to wait 5-7 business days , for another card. Okay, I waited, I called after the 7th day to find out if they could track the card. I was told they could not. My card came in three days later, I went to activate my card and it would not activate. I called Account Now again, and was told , because I received the card after the 7th business day, I could no longer activate the card. I was not pleased with this service. I was not able to retrieve my money from this account in any way. I had to almost plead with the supervisors to allow me to make a transaction from my account. This is not good service at all. I would suggest, if anyone can get a regular checking account, please do so. It just may keep you from unnecessary headaches.
Initial Business Response /* (1000, 5, 2015/03/23) */
The card was cancelled because Ms. [redacted] reported that the $174.37 transaction was unauthorized.
The funds were released and have been returned to the card.
The new card has been activated.