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I called in to dispute a charge on my ***. The phone operator for *** stated he will file the information and send me a replacement card within 2 business days. Since then they keep asking me for different documents before they send the replacement card. I keep sending whats ever needed within 30 minutes of the requested time. I still haven't received my card nor have they mailed it. They're reason is the document is being looked at. It has been to many days and the money on the card is my rent money.
On June 11, 2018, Mr. contacted *** to report unauthorized activity. Given the nature of the claim, he was told that the card would be cancelled and replaced. He was previously required to answer security questions to process for another request; however, the cardholder failed the security questions and as such, the agent advised he would need to send identification documents for verification purposes before the new card could be issued. Note that the timeframe for review of verification documentation is 3 business days.
Per terms and conditions, *** may refuse to issue a Card, refuse to activate a Card, refuse to allow you to open a Card ***, revoke or suspend your Card privileges or cancel your Card with or without cause or notice, other than as required by applicable law. ***s may also be subject to ID verification. The review process is handled by ***’s Risk Department, but all the necessary information in regard to the process is made available to customer service to present to the cardholder.
Mr.’s documents were first received on June 11, 2018 and the timeframe given for the review was June 14, 2018. The documents were reviewed June 13, 2018 and it was determined that the he provided a copy of his photo identification; however, *** determined that valid proof of address would still be required.
As of June 15, 2018, all documents have been received and deemed as valid. The *** was reinstated, and a card was expedited to the cardholder’s new address that same day. Note that the timeframe for expedited card delivery is 3 - business days.
*** apologizes for any inconvenience Mr. has experienced. Should Mr. have any additional questions or concerns, he may contact *** directly at ***.
In January 2018 I tried to check the balance on my *** debit card. I called customer service and was told there was fraud on my account and my account was closed. I was told that in order to have the remaining balance of my account sent to me via check, I would have to fax or upload a signed Social Security Card, Utility bill and Picture ID. I don't feel comfortable uploading or faxing a signed S.S. card and Picture ID with all of the identity theft issues. I uploaded a utility bill to *** in March. I called in April and was told that a check would be sent to me in 5-6 weeks. It is now June 13 and I still haven't receive a check. *** has continued to take out a $9.95 account management fee and $2.95 statement fee. I only requested a statement because *** cut off all access to my account so I had no way to check on the remaining balance in my account. I have been charged these fees for 5 months on a closed account.
I have called *** numerous times to:
1. Figure out a way to verify my identity without sending them my signed S.S. card and Picture ID so that I can receive the balance in my account as of 6/13...which is $99.81.
2. I would also like to be reimbursed for the service fees they have collected for the past 5 months on the account they chose to close.
On December 30, 2017, the card referenced in Ms. complaint was blocked pending verification of transfers made using the account. As such, she was required to send identification documents and verify information pertaining to the transactions in question. If she was unable to comply with that request, a check would be issued once proof of address was received. Please note, the timeframe for review of verification documentation is 3 business days.
Per terms and conditions, *** may refuse to issue a Card, refuse to activate a Card, refuse to allow you to open a Card account, revoke or suspend your Card privileges or cancel your Card with or without cause or notice, other than as required by applicable law. For security reasons, we may limit the amount, number or type of transactions you can make on your Card and any funding or reload of your Card. We may refuse to process any transaction that we believe may violate the law or the terms of this Agreement. Accounts may also be subject to ID verification. The review process is handled by ***’s Risk Department, but all the necessary information regarding the process is made available to customer service to present to the cardholder.
*** first received documents on March 7, 2018. They were reviewed March 12, 2018, and It was determined that the cardholder provided an unverifiable bill as proof of address.
Following receipt of Ms. complaint, a supervisor from ***’s corporate office reviewed her concern. It was determined that the cardholder had not provided any of documents required. We spoke with Ms. on June 12, 2018 regarding the status of the account.
*** apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact *** directly at ***.
I cannot access my online account. They have not refunded my 46.00 as well. I cannot use my card nor get online to check anything about my account I am locked out. They are not resolving the issue fully.
On June 5, 2018, *** contacted AccountNow to file a claim for unauthorized charges made to her account from Spotify. At that time, the card was cancelled to protect the remaining balance, and a new card was issued. Please note that there is a $10.00 replacement card fee.
Following receipt of ***’ complaint, on June 7, 2018, a supervisor from AccountNow’s corporate office reviewed her concern. At that time, as a courtesy, the $10.00 replacement card fee was credited back to the account. On June 6, 2018, *** cancelled her card using AccountNow’s IVR phone system. Given the status of the account, she is unable to access the balance of the account and can no longer access her account online. *** the option of ordering a new card or receiving a check for the balance.
Customer Service agents are available and more than happy to assist Monday through Friday 7:00 a.m. to 7:00 p.m. CT (holidays excluded). Hours may be extended during peak times of the year.
AccountNow apologizes for any inconvenience Ms. *** has experienced. Should *** have any additional questions or concerns, she may contact AccountNow directly at ***.
On 06/10/2018 I had called my card and I had a balance of $241!!!!!! When I had called my card on 06/11/2018 I had a balance of $53!!!!!!! So I had called account now and they couldnt really tell me what the issue was they were basically saying their was nothing they can do...I also see where someone has withdrawn $80.99 from my card on 06/08/2018 and I also explained that to the account now customer service!!!!!! I just want my $280 that was tooken off my card back!!!! Account now has really pissed me off because this NOT THE FIRST TIME I have had an issue with them!!!! I just want my $280 back in my account!!! Thank u very much!!!!!
On June 11, 2018, Ms. contacted AccountNow regarding the balance of her card; however, the call was dropped before the transaction history could be discussed. AccountNow has not spoken with Ms. regarding her account or recent account activity since April 11th.
Per the Cardholder Agreement, when you use your Card to pay for goods or services, certain merchants may ask us to pre-authorize the transaction in advance and may estimate the final purchase amount.
Each time you use your Card, you authorize us to reduce the value available in your Card Account by the amount of the transaction and any applicable fees. You do not have the right to stop payment on any purchase or payment transaction originated by use of your Card, except as otherwise provided herein. If you authorize a transaction and then fail to make a purchase of that item as planned, the approval may result in a hold for that amount of funds for up to thirty (30) days. You will not be able to use the money on your Card that is “on hold.” We will release any remaining amount when the transaction finally settles. Customer Service agents are available and more than happy to assist Monday through Friday 7:00 a.m. to 7:00 p.m. CT (holidays excluded). Hours may be extended during peak times of the year.
In Case of Errors or Questions About Your Card. Telephone us at *** or the number on the back of your Card, or write to us at AccountNow Customer Care, *** as soon as you can, if you think an error has occurred in your Card account. If writing us, a Transaction Dispute Form is available for your convenience at ***.
You Must Notify Us of Lost or Stolen Cards/Unauthorized Activity. You agree to notify us of the loss, theft or unauthorized disclosure of any number or PIN that might be used to access Card funds. If you believe the Card has been lost or stolen or that someone has transferred or may transfer value from the Card without authorization, please contact us as soon as possible.
Customer Service agents are available and more than happy to assist Monday through Friday 7:00 a.m. to 7:00 p.m. CT (holidays excluded). Hours may be extended during peak times of the year.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at ***.
Revdex.com:I have reviewed all the documents I wont be satisfied until I can get my $280 back!!!! I have contacted them and told them that I wanted my money back!!! They told me there was nothing they can do!!!! So that is my reason on why I have contacted u guys!!!! I just want my money back!!!!Sincerely
My card was stolen and was used right after I recived my SSI benefits I filed a dispute for all the charges and did everything they asked I still have not got reimbursed for the unauthorized charges and can not get ahold of anyone and when I I just keep getting the run around
I filed a dispute in regards to my card being used in Alabama while I live in Illinois. My dispute was denied despite sending documentation showing my location on the dates of the transaction. Accountnow has sent me in circles offering me the remedy of disputing the results but has not responded. Customer service is no help as they keep insisting I send a letter to headquarters but nothing is being done. The initial denial letter stated that I could request the documentation used in determining the outcome but they are refusing to honor it.
On both May 26th and 29th, *** contacted AccountNow to file claims for unauthorized activity. The charges in question were made at a Walmart Super Center and a Super 8
On May 30, 2018, it was determined by AccountNow that the cardholder would not be granted a credit for her dispute regarding charges made at the Walmart Super Center. Per the investigator, there were no attempted transactions after the card was reported lost, this indicates that the use was are that the card has been cancelled. There were also no failed PIN attempts or balance inquiries during the time of use which indicates that the user knew the balance. Based on information provided by cardholder and in our internal records, we have determined that the claim would be denied.
On June 6, 2018, it was determined by AccountNow that the cardholder would not be granted a credit for her dispute regarding charges made at Super 8. Per the investigator, it was confirmed by a Super 8 representative that the cardholder checked into the hotel May 24, 2018 and checked out May 25, 2018. The cardholder presented valid identification at check- in. Based on this information, the claim was denied.
Letters were sent to *** regarding the outcome of both claims. She was also given the option to request details and or documentation that AccountNow used in determining the outcome of the investigation. This information may be obtained by writing us at AccountNow ***
AccountNow apologizes for any inconvenience *** has experienced. Should *** have any additional questions or concerns, she may contact AccountNow directly at (***.
Hello,
I've had an on going issue with *** since the end of April 2018. I lost my original debit card so I ordered a replacement. When the replacement card arrived I couldn't activate it, so I called customer care (04/19/2018) & I was told I needed to verify my identity. I went to the website provided by "Customer Care" & promptly uploaded pictures of my United States Passport, Alabama ID & Social Security card (WITH ADDRESS STUB ATTACHED). I was informed (via the "your upload was successful" message) that it takes up to 5 business days to process uploaded information. I waited the appropriate amount of time & called back to check the status of my verification as no one ever contacted me. I was then told that I needed to verify my address, so I uploaded every OFFICIAL DOCUMENT I received via mail (Work Visa, Speeding Tickets, Pay stubs, Official Government Correspondences etc.) . I waited called again & was then asked for utility bills (I have no utilities or any other services/debts in my name & I am able to provide my credit report to prove so..). I've even made multiple attempts to email the *** Customer Service to make the aware of this situation, but I'm yet to receive any reply not even a receipt of confirmation. I made my first call to "Customer Service" about this situation in April (04/19/18) & it's now June(06/08/18) and I still can't access my account. When I call & speak with the "customer care" team, it's seems they don't really care for the customers. I've been hung up on countless amounts of times, told to hold for someone who can help me & then transferred back to the main menu. I've been spoken to rudely and treated with genuinely NO EMPATHY! I'm confused and deeply disheartened by the series of events & interactions leading me here. But, I am pleading in all sincerity for some one to HELP ME! It's been 2 months and over 15 calls later & I'm still locked away from (they're taking "service" fees) of my hard earned money. I can provide copies of all documents submitted, email's sent & screenshots of outgoing calls & call times & agent names.
Best Regards
On April 19, 2018, Ms. requested her address be updated and a replacement card be issued. She was previously required to answer security questions; however, she failed to answer correctly and as such, she was required to send identification documents for verification purposes. Note that the timeframe for review of verification documentation is 3 business days.
Per terms and conditions, *** may refuse to issue a Card, refuse to activate a Card, refuse to allow you to open a Card account, revoke or suspend your Card privileges or cancel your Card with or without cause or notice, other than as required by applicable law. Accounts may also be subject to ID verification. The review process is handled by ***’s Risk Department, but all the necessary information in regard to the process is made available to customer service to present to the cardholder.
The cardholder’s documents were first received on April 21, 2018 and the timeframe given for the review was April 25, 2018. The documents were reviewed April 24, 2018 and it was determined that the cardholder provided an envelope as proof of address; however, *** determined that valid proof of address would still be required, and photo identification would still be required.
We next spoke with the cardholder April 25, 2018 and explained that she would need to send additional documentation. That same day, we received additional documentation. The documents were reviewed April 25, 2018 and it was determined that the cardholder provided photo identification and a social security card, but proof of address was still required.
Following receipt of this complaint, *** reviewed Ms. Ms.’s concerns. She has sent several documents on different dates; however, proof of address is still required.
*** apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact *** directly at ***.
Complaint: ***
I am rejecting this response because: I've attached documents showing calls made from April - June. I've also attached some of the documents I sent to *** via the upload site. If there were more slots I could attach more.
Sincerely
Following receipt of this complaint, *** reviewed Ms.’s concerns. She is still required to send proof of the new address to resolve this matter.
*** apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact *** directly at ***.
On June 26, 2018, we reached out to the cardholder to verify her current address. It was confirmed that the address on file was the current address. She has also provided documents verifying that address. The cardholder had previously asked to update the address and as such, was advised she would need to send proof the new address. Based on the cardholder’s statement that the address on file was current, her account was reinstated. A card has been expedited for 3 – day delivery at no charge to the cardholder.
*** apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact *** directly at ***.
I was paid my employment paycheck via direct deposit on April 26th of 2018 when I attempted to use my credit card it said it was unable to do so. I called the company as I couldn't access my information online. I was told that on April 18th my account was closed due to fraud activity, I was not made aware of this and my direct deposit of funds was taken after this date instead of being denied as the account was closed. I was told it would take 5 weeks to have a check mailed. I followed up a week later to make sure everything was ok, and I was told I needed to provide a utility bill and paystub showing my current address to confirm where to send the check, I asked the customer service rep would a drivers license work he said no it wont. Frustrated I logged online and again provided that information. I contacted again today 06/05/18 and was told they were waiting for me to provide my drivers license for confirmation of my address. I have now been waiting almost 2 months with no communication outside of what I have done. I have still not received my funds of $244.95 of which they were never supposed to receive to begin with.
The card referenced in ***’s complaint was blocked on April 19, 2018, due to an unauthorized transfer. *** was asked to send identification documents for verification purposes. Once the documents were reviewed, she would be sent a check for the balance of the account. Note that the timeframe for review of verification documentation is 3 business days.
Per terms and conditions, AccountNow may refuse to issue a Card, refuse to activate a Card, refuse to allow you to open a Card account, revoke or suspend your Card privileges or cancel your Card with or without cause or notice, other than as required by applicable law. Accounts may also be subject to ID verification.
The cardholder’s documents were first received on May 4, 2018 and the timeframe given for the review was May 9, 2018. The documents were reviewed May 8, 2018 and it was determined that the cardholder provided valid proof of address; however, AccountNow determined that a copy of her photo identification would still be required. *** was informed that her photo identification was required for the check.
Following receipt of this complaint, AccountNow reviewed ***’s concerns and determined that a copy of her photo identification would still be required.
AccountNow apologizes for any inconvenience *** has experienced. Should *** have any additional questions or concerns, she may contact AccountNow directly at ***.
Complaint: ***I am rejecting this response because:I have provided several times my address and photo several times and the company took my money AFTER there was fraud actions done against me on my card never notifying me of anything else needed in a timely manner.
Again here I am supplying the required documents to Accountnow.
Sincerely
Following receipt of this complaint, AccountNow reviewed ***’s concerns and determined that a copy of her photo identification would still be required. AccountNow has not received an new documentation since the date of May 4, 2018.
AccountNow apologizes for any inconvenience *** has experienced. Should *** have any additional questions or concerns, she may contact AccountNow directly at ***.
Complaint: ***I am rejecting this response because:
I have uploading 3 times a copy of my ID; I have submitted it through the Revdex.com as well as again uploading it through Accountnow's system; the company is delaying time especially since I was told after receiving this information I still have to wait 5 weeks for my check.
Sincerely
On June 27, 2018, *** was issued a check for the remaining balance of her account. Please not that the timeframe for a check is 3 – 5 weeks.
AccountNow apologizes for any inconvenience *** has experienced. Should *** have any additional questions or concerns, she may contact AccountNow directly at ***.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. Sincerely
I have a card with AccountNow. I get direct deposits from work. I was paid on 6/5/18 but I don't have access to my money because they blocked my card. I called them and they said they received notice that my card was compromised from Visa. How is that so when there was no unauthorized usage of my card? I have $1,495 on this card and they will not release my funds. They told me a new card was issued and I have to wait 5 to 7 business days to receive the card. However they said they would unblock my old card for 1 time usage to make a purchase from the card and to withdraw money from the card. I went tp the gas station while I was on the phone with them and they unblocked the card. She then told me to go to Walmart to withdraw my money from the card but she has to be on the phone when I do so. I go to Wal-Mart waited in line with the customer service rep on the phone. The customer rep then hangs up on me. I called back not even 3 min later and now they're telling me that I could only use the card 1 time and that I already did that when I purchased the gas. I told them I was just on the phone with you ppl and you approved the transaction now since your customer service rep hung up on me I can't get my money. I have no food in my fridge, my gas bill and car payment are do today. Customer service told me they mailed out my new card on 6/4/18 and will take 5-7 business days. I can't wait that long. They then tell me if I want the cars faster I would have to pay $25 of my own money in order to get the card within 2 business days. They blocked my card without notifying me, they made me go all the way to Wal-Mart, and now I had to pay $25 to get the card faster. I asked them who said my card was compromised and give me their customer service #. She said they don't have access to that and can't explain why the card was compromised. This is unethical and they are not releasing my money. Something needs to be done about this. I googled them and it's plenty complaints against them. Account Now need to be closed down because they are stealing ppl money and they lie about it. Please help me!
On June 1, 2018, the card referenced in Ms. complaint was blocked due to a notification that the card number may have been compromised. A new card was issued that same day. Ms. Jones contacted AccountNow on June 4th regarding the status of the card and was informed about the card was possibly compromised. Ms. Jones was given access to the balance of the account using the old card. On July 5th, Ms. Jones contacted AccountNow to have a new card expedited to her.
Per terms and conditions, AccountNow may refuse to issue a Card, refuse to activate a Card, refuse to allow you to open a Card account, revoke or suspend your Card privileges or cancel your Card with or without cause or notice, other than as required by applicable law. Accounts may also be subject to ID verification.
Following receipt of Ms. complaint, on June 7, 2018, a supervisor from AccountNow’s corporate office reviewed her concern. At that time, as a courtesy, the $25.00 expedited shipping fee was credited back to the account.
AccountNow apologizes for any inconvenience Ms. Jones has experienced. Should Ms. Jones have any additional questions or concerns, she may contact AccountNow directly at
I got this prepaid debit card and used this card for my direct deposit at work. I filed a compliant with the company over a charge that was made on my account. This company turned off my card access and denied me that last $16 that was on the card and then sent me a letter on 6/4/18 telling me that they put $90 on the card that they cancelled along with the account that was cancelled and I could not gain access to this money or even start another card. The operator for the company informed me that I will recieve this $90 on a check after the investigation on the dispute has been decided. I informed this operator that they still had $16 on the card that they had closed on their own and she stated she could do nothing about this issue.
On May 14, 2018, . *** reported unauthorized activity on her card. Given the nature of the transaction, the account was permanently closed. We received a written notice of the transaction being disputed that same day.
On May 29, 2018, the cardholder received a provisional credit for the full amount of the claim. Given that he account was now closed, it was determined that she would receive a check for the balance of the account. On June 6, 2018, the check was expedited for 3 – day delivery.
AccountNow apologizes for any inconvenience . *** has experienced. Should . *** have any additional questions or concerns, she may contact AccountNow directly at
On April 30th 2018 my tax refunds were deposited onto my account now card and without warning or notice my card was cancelled and told that I could not receive another card because they no longer took PO Boxes for mailing addresses even though my initial card was sent to my PO box a month prior they never updated me about the change in policy so then when I gave them a new address to send the card to they told me that it was against their security policies to send to a different address and then they closed my account no longer let me have access to it when I sent the copy of my ID and my social security card they said they would get back to me and I've yet to hear from them I've called numerous times talk to supervisor. they let me know that they're going to send the money back to the IRS when I spoke to the IRS the IRS told me they do not take payments back as such. So it feels as if account now is just trying to hold my money with no end in sight there's over $3,000 on my card obviously it's my money cuz the IRS I prove my identity with them they said it to me on my card and they're refusing to reopen my account or send me another card.
On May 1, 2018, we received a call from an individual who AccountNow believed to be the cardholder. This person identified themselves as Ms. and requested assistance with replacing a lost card. She was told that she would need to call back to have the card replaced. Ms. contacted AccountNow the next day regarding a declined transaction. She was informed that the card had been reported lost, but she stated that had not called. As such, the account was blocked to secure her funds and the agent requested Ms. send ID verification documentation for security purposes.
Per terms and conditions, the card may be canceled, repossessed, or revoked at any time without prior notice subject to applicable law. Accounts may also be subject to ID verification. The review process is handled by AccountNow’s Risk Department, but all the necessary information regarding the process is made available to customer service to present to the cardholder.
The cardholder informed us that she was unable to provide the required documentation and requested to have the funds returned to the IRS. On May 15, 2018, the deposit was processed for return to the IRS W&I Division. Please note that the timeframe is 6 – 12 weeks. Ms. may contact the IRS with questions regarding this matter
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at (
On 5/18/2018 I went to the ATM to withdraw funds, Although I could hear the ATM it never dispense the funds I was able to notify the inside bank and and security office came out and advise me to go on the inside of the bank. I was told that I need to contact the issuer of the card which is Account Now.. I spoke with the rep and there and was told to upload the dispute form. The dispute was uploading immediately. I then call back on Monday May the 21 to check the status and was told the form had not been received. I was given the fax number and told to fax the form, which was done with in a matter of 10 mins. call back 2 days later and was told by the first rep that the form had not been received once I told her to that the form was uploaded and fax she claim she saw the form but had no updates. I then call back on the very next day spoke with another rep just to see if I was going to told something different, and I was told that he didn't see the form at all, after explaining to him what I was previously told he then claim he saw the form and that it was being investigated. on Saturday May 26 I received a letter stating that the funds had gone back on my card, I contact Account Now because the funds were not on the card, and was told they didn't know why the letter was mailed and that someone will contact me. Needless to say I haven't received that call. Each time I call, I think I am getting the run around about my money, and they always rushing off the phone. I have not gotten a straight answer since this has happened.
On May 18, 2018, *** contacted AccountNow to file a claim for an ATM transaction in which she did not receive the money, but funds were taken from her account.
The claim is currently in process. Provisional credit is not due until July 2, 2018, because a written notice has not been received. As outlined in the terms and conditions, we may complete the investigation before determining whether credit is to be granted when the written notice is not returned. The dispute was accepted on May 18th, the written notice was due on June 4th, and to date has not been returned. *** may upload the written notice to *** or fax to ***. Please note that the written notice will further assist the investigation but will not result in provisional credit. A determination for provisional credit will be made upon completion of the investigation.
AccountNow apologizes for any inconvenience ***’ has experienced. Should ***’ have any additional questions or concerns, she may contact AccountNow directly at
Complaint: ***I am rejecting this response because: I visited the Bank where the incident happen on 06/14/2018 to find out the process again when the ATM does not dispense cash. I was told by the Branch Manager. Once the card issurer (Account Now) notified Brinks (which are the people that manages the machine) to let them that funds did not dispense a report is sent to the card issuerer(Account Now) and funds are return to the card issurer(Account Now) it generally takes about 7 to 10 business days. This incident occurred on 05/18 and I was given a resolution date of 6/5 now I am being told July 5 and I can resubmit a dispute form. I have read the comments and it seems this company does not have a problem with taking customers hard earn money. I only wish I had know before I signed up to have my funds sent there. I want my funds return. As I have stated before I don't have 500.00 to just give away and keeping for it return.Sincerely
The claim is currently in process. Provisional credit is not due until July 2, 2018, because a written notice has not been received. As outlined in the terms and conditions, we may complete the investigation before determining whether credit is to be granted when the written notice is not returned. The dispute was accepted on May 18th, the written notice was due on June 4th, and to date has not been returned. *** may upload the written notice to *** or fax to ***. Please note that the written notice will further assist the investigation but will not result in provisional credit. A determination for provisional credit will be made upon completion of the investigation.
Complaint: ***I am rejecting this response because:The dispute form was uploaded on Friday May 18 the day the incident happened. When I called on Monday May 21 I was told the form had not been received, it was then fax. I have a copy of the fax confirmation with status transmitted showing as good. I have also called on several on occasions and has been told that the dispute form as been received. The latest call was to Ellen in Customer Service on Thursday June 14 and was told she search and located the dispute form however the dispute form is now not needed. That another updated will occur on July 3. I am just wondering how many other people this company has defrauded out their funds. Sincerely
Based on our investigation, we have determined that an error has occurred. On June 28, 2018, a provisional credit was applied to your card account. As of this date, $503.50 of the provisional credit amount issued is now final. Any fee credits in connection with the disputed transaction(s) are also now final. If this final amount does not account for the total amount of your error claim, please refer to the other communications regarding your error claim.
My experience with Account Now has been beyond terrible!! They are getting a star just because the early 2 day deposit and because I have to put at least 1 up. Besides that I wouldn't even give them a star. I lost my debit card and need a replacement, I called the number and logged into my account to report the card lost or stolen. I wanted to change my address that the new card would be sent to. The agent suggested I do it through her. I gave her my updated address then she said she had some security questions to answer (why idk). The first question I did not even understand her clearly and thought she was asking me the last 4 of another checking account number in my name (WHAT KIND OF SECURITY QUESTION IS THAT?) this was multiple choice and I answered her based on that question. Then I proceeded to answer the next 3 questions all information I am sure of! She then states that the system was reviewing my answers and that one of the questions were answered incorrect and now I am locked out and have to provide proof of an identity and address. This time when she restated the question that was answered incorrectly she said the last 4 of a debit card (WHO REMEMBERS THIS?) I have. Then I knew that answer to that question even though I have had numerous replacements since that card. I asked her could I submit the questions again since there was a miscommunication. She told me she did not have access to do that. Then I told her well can you just send it to the previous address and she couldn't do that either. I am now irritated and want a Manager! The supposed manager gets on the phone and said that she can't take the lock off either. She then said I have to send the proof in which could take 5 days to review and be approved then I have 2 options to receive my card... Wait 7-10 business days or pay $25 to get it sent UPS 3-5 business days. THIS IS AN OUTRAGE! This is their error! Now overall I have to wait a possible 2 weeks to get a card back... No access to my account what so ever and My Direct deposit is on there and My rent is due on the 1st. They need to have better service in place!
I contacted Spectrum Cable company on April 20th, 2018 to inquire about internet services for my home. I got the telephone number for Spectrum off of their website and spoke with an agent. I asked if there was service in my area; he said that there was coverage in my area. I'm still speaking with and agent I believe is with Spectrum; he said that I needed a $100.00 deposit after he ran my credit. I told him that I would not be able to do it that day but will be able on April 25th. I call back on the 25th and continued to process the agreement; at that time I did not know that the agent was a third party vendor that solicits customers for both Comcast and Spectrum. I was under the impression that I was signing up with Spectrum. The agent never informed me the he was putting in a contract with Comcast instead of Spectrum! I know that I had an outstanding account with Comcast in my name (my ex-wife kept the services in my name after we divorced in 2006); I was living in South Carolina during the time in which the outstanding bill occurred and did not move back until early 2013. So, I authorized a transaction to be withdrawn from my debit card on April 25, 2018 to complete the contract and it was done that day. On the April 27th, 2018 I was checking my account online to see what all was withdrawn; I have my car insurance, mortgage, and cell phones all coming out at the same time. They all come out as usual but I notice that I had two withdrawals from Comcast that was for $100.00 and $353.26 and that's when I learned that I was with Comcast and not Spectrum. I call the number that was in the entry line for the transactions and spoke with a Comcast agent. I told her that I did not know that I know that I had signed up with Comcast instead of Spectrum. I already had established that I needed to pay the $353.26 that was left by my ex in order to get services with Comcast and that is why I went on the website for Spectrum and gave them a call!! I explained to the Comcast agent that that wasn't my bill and I did not want their services and asked for a refund. The agent said that the $100.00 would be returned but the $353.26 would not because it was owed to Comcast even though I personally wasn't using the services but it remained in my name and that I would have to contact my bank and file a dispute on the matter; I did just that the same day! I disputed the matter with Accountnow Inc. up until May 4, 2018; I explained to them that I only authorized a payment of $100.00 to be withdrawn from my account by who I believe at the time, was Spectrum and did not authorize Comcast to take any money from my account! Accountnow deactivated my card on May 4, 2018 and ordered a replacement card to be sent to me within 5 to 7 business days. Since then, I spoke with an agent from Accountnow and Comcast on a conference call and explained the situation and intentions for internet services with Spectrum and not Comcast. The agent from assured me that because I was within my thirty days of service and I wasn't initially trying to sign up the Comcast but Spectrum that all monies would be refunded, but our conference call got disconnected while he was processing the refunded. Later, I called back Comcast and spoke with another agent(female) and she told be that I would be refunded the $100.00 but not the $353.26, so I kept the services because I lost so much money even though I did not want service with Comcast! Meanwhile, Accountnow sent me a letter in the mail saying that their investigation concluded that the transaction was authorized because I had current service with Comcast. I'm upset now because they stress that I am to report all unauthorized transactions and that is what I did even though the $100.00 was authorized by me; not to Comcast, but the $353.26 was never authorized at no time! It was never discussed by me and the third party agent! And until this day, I still have not received my replacement card in the mail since May 4th. Accountnow has charged me monthly maintenance fees on a card that I do not have and I have been calling a least once a week since the second week in May, still no card! This the second time that this has happened; last year August when my card was due to expired it took over a month to receive another card. Just this morning, I tried to get them to understand my frustrations and to have them expedite a card to me but the agent said that I would have to pay an additional $25 for that service but they card me maintenance fees on a card that I DON'T HAVE! I have been patient but this totally frustrating when you can't access your account at all, not even online, on a holiday weekend with no money to go or do anything and I have to pay to expedite a card that I should have had almost a month ago. Please help because this feels like deliberate on Accountnow parts because I have been pointing out their lack of concern for my frustrations when calling!!
On May 4, 2018, Mr. contacted AccountNow to report unauthorized activity on his card. The transaction in question was $353.26 from Comcast. Mr. stated Comcast advised him to contact AccountNow regarding the charge. The card was cancelled and reissued to protect the remaining balance on the card.
On May 9, 2018, it was determined by AccountNow that the cardholder would not be granted a credit for his dispute. Per the investigator, the cardholder confirmed that he had an outstanding balance with Comcast and had provided his card number to Comcast. There was also a conference call made with Comcast in which the cardholder’s address was verified as the service address. Based on the information provided by the cardholder and information obtained within our internal records, the claim was denied.
On May 9, 2018, a letter was sent to Mr. regarding the outcome of the claim. He was also given the option to request details and or documentation that AccountNow used in determining the outcome of the investigation.
On May 29th, Mr. contacted AccountNow to inform that he had not received the card issued May 4th. A supervisor from AccountNow’s corporate office reviewed his concern. At that time, as a courtesy, a new card was expedited for 3 -day delivery at no charge.
AccountNow apologizes for any inconvenience Mr. has experienced. Should Mr. have any additional questions or concerns, he may contact AccountNow directly at ***.
My account has been compromised 3 times wihtin the last 6 months, one I knew nothing about until I went to check my account online and discovered I was being issued a new card without any notification. However, just recently about 2 weeks ago my online activtivies to my acoount had been restricted AGAIN so I called in to customer service wanting to know what was going on once again becoming frustrated all over again. So the representive tells me to fax in a copy of my drivers license and did I want the number I replied NO because I already had it from when I had to send the same documnets back in February. I then asked what I needed to do to close the account out because I was tired of having problems with them and the people compromising my account every other month. He replies and told me to use the money up and then call back and let them know (what an i
t). So instead of faxing them in I uploaded them not only a copy my licenses as he asked but also a copy of my SS card as well where they recieved on May 22nd. So I call on Monday the 28th to check my balance and the automative says the restrictions had been lifetd from my account. I proceed to login on line I am unable to . So I wait to login after returing home from work to login still no success. I call back to customers service and speak to another rep name Angelica as I try to explain to her what has taken place with this account she has the nerves to raise her voice and tells me that I need 3 documents for verification of address. I proceed to tell her that the rep only requested that I fax a copy of my drivers licesense in the beginning and I was nice enough to provide the additional information. All I want to do is to be able to access my account online or to be able to withdraw my remaing funds from this account once what has to be cleared from what may be pending from what I just paid within the last couple hours.
On May 22, 2018, Ms. contacted AccountNow to report that she was unable to log into her account. his lost card. It was the determined that she failed to correctly answer the security questions and as such, the agent advised she would need to send identification documents for verification purposes. Note that the timeframe for review of verification documentation is 3 business days.
Per terms and conditions, AccountNow may refuse to issue a Card, refuse to activate a Card, refuse to allow you to open a Card account, revoke or suspend your Card privileges or cancel your Card with or without cause or notice, other than as required by applicable law. Accounts may also be subject to ID verification. The review process is handled by AccountNow’s Risk Department, but all the necessary information in regard to the process is made available to customer service to present to the cardholder.
In February this year, Ms. was asked to send identification documents for this very same issue. All of the necessary documents were received, and her online account was restored. Ms. was asked to send a utility bill or proof of address dated within the last 60 days to remove the current restriction.
Following receipt of this complaint, AccountNow reviewed Ms. concerns. On May 30, 2018, an exception was made, as her address on file had not changed and the proof of address provided in February reflected that same address. At that time the account was reinstated. Please note that it may take up to 24 hours for her online account to be restored after the account was reinstated.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at ***.
The customer service for this company is horrible. I was 1300 miles from home and accidentally locked my card trying to get a live representative and they would not help me at all. I use this card for payroll and asked to have my card expedited and they charged a $25.00 fee for sending a card when I had no access to my funds and wanted me to wait 7-10 days for a new card. The company is horrible and so are the employees. They have no loyalty to their customers and no regard for the situation of their customers. I would never recommend them to anyone.
On May 1, 2018 I filed a merchant dispute with this online bank for goods not received on a purchase. I immediately digitally uploaded a signed affidavit form and signed statement outlining the nature of my dispute with the merchant. I followed up on 5/3 to ensure the paperwork was received, was assured it was and that there would be a decision regarding this dispute no later than 5/15/18. On 5/16 when no email or call was received nor were the funds returned to my account, I called customer service to inquire and was told that it would be resolved "no later than 7pm Eastern." When 7pm came and went, I followed up and was told no later than 7pm Eastern on 5/17. When that didn't happen and I called, customer service said 7pm on 5/18. When that was missed, I called in on 5/19 and attempted to get more information, where I received the same canned script and that it was "in progress but there was no additional information." I ended up escalating up the chain three levels before I spoke to someone that ASSURED me Monday was the day and they would personally follow up on Monday. That has never happened, no follow up received. As of the writing of this email, their automated system STILL says there will be a decision by 5/15, so they're not even updating their own systems and I have no faith that this is even being worked on or that they will provide any customer service regarding the issue, only a canned script and misinformation. I am requesting assistance in resolving this matter.
On May 1, 2018, Mr. contacted AccountNow to file a claim on a transaction in which the services paid for was not received.
On May 3, 2018, it was determined by AccountNow that the cardholder would not be granted a credit for the transaction being disputed. Based on our investigation, we have determined that the dispute pertains to non-satisfaction with the delivery, safety, or legality of the product or service purchased; resulting in the denial of the claim.
On May 3, 2018, a letter was sent to Mr. regarding the outcome of the claim. He was also given the option to request details and or documentation that AccountNow used in determining the outcome of the investigation.
AccountNow apologizes for any inconvenience Mr. has experienced. Should Mr. have any additional questions or concerns, he may contact AccountNow directly at
Complaint: ***I am rejecting this response because: this is not an accurate depiction of the facts. Nor is their position logical. It was a goods or services not provided when paid for situation and had nothing to do with satisfaction, safety or legality though that policy in and of itself is nonsensical. No letter was ever received, no updates provided and their own automated system says the claim is still open with a decision to be made by 5/15 as of today. Further after multiple contacts and escalations after 5/3, I would think that someone would have informed me of that fact. Instead I was told it was still under review and open. Their response is misleading at best and dishonest at worst.Sincerely
On May 3, 2018, it was determined by AccountNow that the cardholder would not be granted a credit for the transaction being disputed. Based on our investigation, we have determined that the dispute pertains to non-satisfaction with the delivery, safety, or legality of the product or service purchased; resulting in the denial of the claim.
On May 3, 2018, a letter was sent to Mr. regarding the outcome of the claim. He was also given the option to request details and or documentation that AccountNow used in determining the outcome of the investigation.
Following receipt of this complaint, it was determined that the claim would remain denied.
AccountNow apologizes for any inconvenience Mr. has experienced. Should Mr. have any additional questions or concerns, he may contact AccountNow directly at
I purchased a prepaid Visa card from AccountNow had my direct deposit loaded to the card somehow$400 got taken off my card they said it was my company requesting the money back I called my business it was not them had accounting department contact my Bank said that it was not them requested they do an investigation and give me my $400 back and all I'm getting is they're still looking into it it will take 24 to 48 hours it has been longer than that and still no idea what's going on they said they got a letter stating was from the company and they won't even provide me with the letter or even a reference number they don't even know who it was that took the money from my account they can't tell me . They said the expedited it and it would be 24 to 48 hours to get anything back. it has been 5 days and nothing and they still say they're looking into it. I opened a new account at a different bank but I still want my money back from this one. This whole situation sounds very fishy to me
On May 16, 2018, AccountNow received a letter of indemnification from the Bancorp to return funds to Scopes Facility, the originator of the funds. Being that there was only a partial amount of the initial deposit, the remaining amount was processed for return on May 17, 2018. Please note, that the return of process may take up to 5 – weeks.
AccountNow apologizes for any inconvenience Mr. has experienced. Should Mr. have any additional questions or concerns, he may contact AccountNow directly at ***.
Complaint: ***I am rejecting this response because: I have talked to my boss from Scopes and they didn't request funds be returned. So who ever is requestingmy funds wasn't my company sothis company account now is lying and taking money from people andsomethingneedstobedonebeforethishappenstootherpeopleSincerely
On May 29, 2018, the recall process was cancelled, and the funds were credited back to Mr. Burke’s account. At that time, the account was reinstated, and Mr. was given full access.
AccountNow apologizes for any inconvenience Mr. has experienced. Should Mr. have any additional questions or concerns, he may contact AccountNow directly at ***.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. Sincerely
Yes I have turn in all my documents a week ago and I’m suppose to be getting my refund of 851.05 return to me and there still any updates on my accounts I been calling 4 times a day and they are showing me that my concern not matters to them I’m very upset that I’m about to have a electric cut off due to them have my money and I am out of wrk for a short time. I’m not understanding why it’s talking them this amount of time and the floor manager tells me once it’s approved I have to wait additional 3 to 5 weeks I will be homeless about that time I need someone to contact me immediately about my concern because it’s not making any sense to me at all
On May 14, 2018, we received a call from an individual who AccountNow believed to be the cardholder. This person identified themselves as Ms. and reported a lost card. Ms. contacted AccountNow later that day and advised that she had not called that day, and her card was in her possession. As such, the account was blocked to secure her funds and the agent requested Ms. send ID verification documentation for security purposes.
Per terms and conditions, AccountNow may refuse to issue a Card, refuse to activate a Card, refuse to allow you to open a Card account, revoke or suspend your Card privileges or cancel your Card with or without cause or notice, other than as required by applicable law. All accounts maybe subject to ID verification. Note that the timeframe for review of verification documentation is 3 business days.
Ms. documents were first received on May 14, 2018 and the timeframe given for the review was May 17, 2018. The documents were reviewed May 16, 2018 and it was determined that the cardholder provided unverifiable photo identification, her social security card, and proof of address. It was determined that the account would remain closed and a check for the balance would be issued once verifiable photo identification was received. Please note, the timeframe for a check is 3 -5 weeks.
On May 17, 2018, we received additional documentation. The documents were reviewed May 18th, and it was determined that Ms. provided valid photo ID and social security card. A check for the full balance of the account will be issued to the address verified with documents Ms. submitted. As a courtesy, the check will be expedited for 3 – day delivery.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at (***.
Ok I been waiting on my money to get return to after someone tried to order a new card on my account after I was told I had to send documents in I done that and still waiting they act like they don’t care about my situation at all I feel like it’s very unfair that I sent everything in and still don’t have my money I have bills that need to get payed I have a child that still need to be taken care of all I want is my money to be here before the28 of may because I will be moving to another state
On May 14, 2018, we received a call from an individual who AccountNow believed to be the cardholder. This person identified themselves as Ms. and reported a lost card. Ms. contacted AccountNow later that day and advised that she had not called that day, and her card was in her possession. As such, the account was blocked to secure her funds and the agent requested Ms. send ID verification documentation for security purposes.
Per terms and conditions, AccountNow may refuse to issue a Card, refuse to activate a Card, refuse to allow you to open a Card account, revoke or suspend your Card privileges or cancel your Card with or without cause or notice, other than as required by applicable law. All accounts maybe subject to ID verification. Note that the timeframe for review of verification documentation is 3 business days.
Ms. documents were first received on May 14, 2018 and the timeframe given for the review was May 17, 2018. The documents were reviewed May 16, 2018 and it was determined that the cardholder provided unverifiable photo identification, her social security card, and proof of address. It was determined that the account would remain closed and a check for the balance would be issued once verifiable photo identification was received. Please note, the timeframe for a check is 3 -5 weeks.
On May 17, 2018, we received additional documentation. The documents were reviewed May 18th, and it was determined that Ms. provided valid photo ID and social security card. A check for the full balance of the account will be issued to the address verified with documents Ms. submitted. As a courtesy, the check will be expedited for 3 – day delivery.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at ***.