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Address: PO Box 1966, San Ramon, California, United States, 94583-6966
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I have been dealing with AccountNow since January 2018. I had a account with them and they closed my account because I was incarcerated when I got released I was told to fax documents proving my identity which I did. They told me I have to wait 5 weeks for a check to be sent which NEVER CAME then I had to call them and again. They tell me I have to wait 5 weeks. AGAIN NO CHECK CAME. now here it is May and again No check has come. I'm really tired of being lied to and cheated out of my money. They owe me $ 750.98 I'm not waiting any longer. All I keep getting is a run around. I have since been evicted from the address because AccountNow refuses to send me my money. I'm not waiting any longer. The indentifing info for my account is the following
Mr. contacted AccountNow on September 22, 2017 to report that he was incarcerated. The account was then blocked and as such, the agent advised he would need to send identification documents for verification purposes once released. Note that the timeframe for review of verification documentation is 3 business days.
On January 9, 2018, Mr. informed AccountNow that he had been released. He was instructed to send ID verification or a check or a letter of indemnification could be sent to have the balance of the account returned to the originator. We received and reviewed documents January 24, 2018. It was determined that the cardholder provided his photo identification, social security card, and notice of release; however, valid proof of address was still required.
On February 15, 2018, AccountNow received proof of address and It was determined that a check for the balance of the account would be sent. Due to a delay in processing, the check was issued On March 12, 2018. Please note, it may take up to 5 – weeks to receive a check.
Following receipt of this complaint, a supervisor from AccountNow’s corporate office reviewed Mr. concern. It was determined that the check issued on March 12th had not been received. On May 7, 2018 a new check was issued.
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:
The address that AccountNow has on file they keep attempting to send the check for$ 750.98 is not receiving any checks from AccountNow. I'm NOT GOING TO KEEP WAITING FOR THIS CHECK. I want the check sent to me at this address only.
***I want this sent to me priority registered I will not wait 5 more weeks I want this check in the next 10 day's. NO EXCEPTIONS. OR I WILL FILE A LAW SUIT AGAINST ACCOUNTNOW
Sincerely
On June 5, 2018 a new check was expedited for next day delivery.
AccountNow apologizes for any inconvenience Mr. has experienced. Should Mr. have any additional questions or concerns, he may contact AccountNow directly at ***.
Account now received a direct deposit from account and will not release my funds. Put a restriction on my account.Advertised keep account opened in 6 months with at least a 500 dollar deposit and will get 15 dollars. They would not give it to me.
The Card referenced in Ms. complaint was blocked on May 17, 2018 due to possible unauthorized activity. Ms. was made aware of the block on May 18th, when she acknowledged that she had not authorized the transaction in question. At that time a new card was issued, and Ms. was given access to the balance of the account using the old card.
Per the Cardholder Agreement, 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. If a card has been lost, stolen, or compromised, AccountNow will close the Card Account to keep losses down.
Following the receipt of this complaint, on May 22, 2018, a supervisor from AccountNow’s corporate office reviewed Ms. concern. At that time, the $15.00 Direct Deposit bonus was applied to her account, and the $10.00 replacement card fee was reversed as a courtesy.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at
On February 22, 2018 my wife and I received our jointly filed tax return to my accountnow prepaid card. We proceeded to use our money like normal and everything seemed fine-until the next day. We went to breakfast at a local diner and could not pay our bill because accountnow had closed my account completely. After hours on the phone with them I finally discovered that they closed my account because the deposit came with in my wife's name. The IRS for some reason did not include my name on the deposit (even though it was a joint file). After more time spent on the phone with customer service rep after customer service rep, I finally spoke to a supervisor at the company. The supervisor informed me that I needed to send in a bunch of information to prove the money belonged to us in order to get the money sent back to us. I then tried to send this information only to run into more problems. Because they closed my account, their system would not recognize my account number and therefore I could not proceed with the process of getting my money back. I again got on the phone with them, and after speaking with multiple people to get to a supervisor, the supervisor then informed me, after reviewing their records, that I in fact did not need to do anything to receive my money because since my account was closed, the remaining funds were automatically sent back to the issuer. The issuer was the IRS. The Supervisor of account now confirmed again that I did not need to take further action, and the funds would be sent to the IRS, who would then cut a paper check to me within five weeks. Six weeks later I still had not received a check in the mail so I contacted the IRS to inquire about the status of my money. They informed me that they had not received the funds, let alone any information about the event. I then tried to contact Accountnow again to try and find out what was happening, only to find out that because my card number is no longer in their system, I cannot contact them at all. I tried every number I could find and kept running into the same issue over and over again. After trying every number option on their phone lines, I got a message saying that my account had been closed and in order to retrieve my funds I would have to go through the before mentioned document sending. That again would not work because my account number was no longer active. I can not contact them through the phone, and they have no email contact information. It seems to be that they have set up their customer service to be nearly impossible for the consumer to have a viable outcome when an issue arises.
The card referenced in Mr. complaint was permanently closed on February 23, 2018, due to receipt of a federal tax deposit in someone else’s name. Mr. was made award of the closure that day and informed that the deposit would be returned to the IRS.
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.
On March 16, 2018, the deposit was processed for return to the IRS W&I Division. Please note that the timeframe is 6 – 12 weeks. Mr. may contact the IRS with questions regarding this matter
AccountNow apologizes for any inconvenience Mr. has experienced. Should Mr. have any additional questions or concerns, he may contact AccountNow directly at ***.
Im very dissatisfied with this company and the management skills. I was not helped as a customer in a professional way. No one could give me answers about my account. Im not able to get my funds to pay my bills because the employees failed to put my information on 5/8/18
On April 20,2018 I ordered a product from *** Home I used my Account Now card to pay. The price wad 151.98. I ended up cancelling my order on May 10,2018. My 151.98 was never put back on my card. I called *** several times they told me they don't take the funds off card until customers received their order. I have called Acct Now several times today they tell me that I did not have the 151.98 on card it was denied. That's funny because *** gave me a confirmation number for my order & my SS check had just been deposited on my card. I can't get my 151.98 back from Acct Now cause they say it was never there. Please help me.
On April 20, 2018, *** Home placed an authorization hold of $151.98 on Ms. card. The merchant never collected the money, so the hold expired, and the funds went back into the account. On May 20th, there was another attempted by *** Home to collect the funds, but the transaction was declined due to the balance.
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.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at
Will not release my funds after I disputed 2 charges on my account that I didn't agree to. Still haven't released my funds after 5 weeks.
On March 16, 2018, Ms. contacted AccountNow to report unauthorized activity on her card. At that time, an agent assisted her with filing a claim. On March 23rd, it was determined by AccountNow that the cardholder would not be granted a credit for his dispute. Per the investigator, the cardholder failed to cancel a service. Based on information provided by the cardholder and in our internal records, we have determined that no error occurred.
On March 23, 2018, Ms. account was permanently closed by AccountNow’s Risk Department. Based on the account history, AccountNow can no longer continue servicing the account. 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. Ms. contacted AccountNow on March 23rd and was made aware of the decision. It was determined that a check for the balance of the account would be sent. On March 27TH, a check for the balance was processed. Please note, it may take up to 5 – weeks to receive a check.
Following receipt of this complaint, a supervisor from AccountNow’s corporate office reviewed Ms. concern. It was determined that the check issued on March 27th had been received. A new check will be expedited to Ms. 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
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
This company over charges you, then they put holds on your card so when you use your card it’s declined and then they charge you a decline fee when it’s their fault the card is declined. They also tell you to use certain atms but the atms end up charging you. Then they cancel your card and send you a new one in the mail. When you call it’s takes hours or days to speak with a representative. This company needs to really be looked st or closed down
All fees are clearly described in the Cardholder Agreement that is included on all Card packages and can be reviewed online at www.greendot.com prior to applying for the card. If you need to get money from an ATM you can reduce the fees you pay by visiting a surcharge-free ATM at a CVS or Walgreens near you. You can locate this information through our website at AccountNow.*** or by calling the telephone on the back of your card. One of our Customer Service Agents will be happy to assist you. Please note, AccountNow will assess a standard $2.50 fee for every ATM transaction. Per the Cardholder Agreement, when you use an ATM outside of our network, you may be charged a fee by the ATM operator in addition to the standard AccountNow ATM fee.
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. 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.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at ***.
My Accountnow card is useless. I have signed up for direct deposit through my job 3 months ago and not one check has been deposited to my accountnow card. But my BIG problem now is that I reloaded $395.00 CASH to my card on 5//8/2018 and it was never posted to my account. After dialing 10 different phone numbers until I finally found a living, breathing live person, I told them the situation and was told to fax the receipt from the deposit of $395.00, my ID and a letter of explanation. I did that and have not heard back. I asked why my direct deposit has not worked for 3 months and all I was told was, I don't know, I'm so sorry. I have had nothing but problems with this card and nobody knows what they are doing. I have read all of the complaints online regarding this Accountnow card and the same things have happened to other people. I would really like to close my account and have my money mailed to me by check, but there isn't an option for that. I am at wit's end and need something done. I even emailed customer service at Account now yesterday, 5/10/18 but I really don't expect to hear anything from them. They are a POORLY run business and they NEVER resolve issues. I want some RESULTS PLEASE and I want to see my $395.00 !!!!! Thank you and I sure hope you can help me!!!!
On May 8, 2018, Mr. loaded $395.00 on to his card through Vanilla Reload. Mr. was able to provide proof of purchase. As of May 14th, the issue has been resolved and Mr. received a full credit for the $395.00 load.
As a courtesy, a $15.00 credit was applied to the account.
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
Accountnow is holding debit card account #*** funds for the estate of *** H ***. I am executor of his estate and have been trying to return $1,053.83 to *** estate since Jan 29th 2018. I have sent copies of the will naming me, copies of the death certificate and copies of my drivers license. I have made numerous contacts via FAX and phone with no response from AccounNow.
The card referenced in Mr. complaint is registered under the name of ***. On October 23, 2017, AccountNow received a notification that Mr. was deceased. At that time the account was closed. On January 30, 2018, we received a copy of the Certificate of Death and Last Will and Testament. On February 20, 2018, AccountNow received a photocopy of Mr. ID. Mr. was confirmed as the executor of the estate.
On May 9, 2018, it was determined that a check for the remaining balance of Mr.’s account would sent to Mr. Dice. The check was expedited for 3 – day delivery.
AccountNow apologizes for any inconvenience Mr. has experienced. Should Mr. have any additional questions or concerns, he may contact AccountNow directly at (866) 925-2036.
Account now is with holding 2 deposits totaling 1318.00 from S. S. I. They will not resolve the issue, And insist that they have conducted an investigation and concluded that I will never receive my money. How do they decide in 5 days after I filed a dispute, That I'm lying and spent money I have never received. It would be impossible since I never had the new card to spend it with.
On April 30, 2018, Ms. contacted AccountNow to report unauthorized activity on her card. The transactions in question occurred between March 16th and April 28th.
On May 4, 2018, it was determined by AccountNow that the cardholder would not be granted a credit for his dispute. Per the investigator, there were no balance inquiries during the time of use which indicates that the user knew the balance. Also, there were no failed PIN attempts while using the card for PIN purchases which further proves that the user knew the account information. Based on information provided by cardholder and in our internal records, we have determined that the claim would be denied.
On May 4th, a letter was sent to Ms. regarding the outcome of her claim. She 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 Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at .
I load 300 dollars to my account on August 25th I had a receipt other transaction the money never posted to my account I have been calling account now for 3 weeks only to get the run around that is really rusticated will do a follow-up and then refuse to give me my $300 cash that I loaded to card. I need to know how I can go about getting my money nobody has $300 to throw away I'm speaking to customer service at another country and they keep giving me a run-around I will never ever do restless with them again they are a scam they keep your money and do nothing about it
Money was taken out of my account in the month of March without my notification the company told me that I was sent a check within 5 weeks it is the month of May and $501.43 has not been received to me. They're not resolving the problem
On March 9, 2018, Mr. reported unauthorized activity on his card. Given the nature of the transactions, the account was permanently closed.
On March 27, 2018, the cardholder received a provisional credit for the full amount of his claim. Given the status of the account, it was determined that he would receive a check for the balance of his account. Please note, it may take up to 5 – weeks to receive a check.
Following receipt of this complaint, a supervisor from AccountNow’s corporate office reviewed Mr. concern. It was determined that the check issued on March 27th had been received. On May 17, 2018, a new check was expedited to Mr. for 3 – day delivery.
AccountNow apologizes for any inconvenience Mr. has experienced. Should Mr. have any additional questions or concerns, he may contact AccountNow directly at (866) 925-2036.
I received a tax return and had the funds direct deposited into my account with Account Now. Later that day, I discovered that they froze my account without any notice via email or phone call. I had to contact them only to find out that the deposit was pending return to sender. I immediately requested that action is to be suspended as the deposit is in my name and the account is in my name. The "bank" requested copies of my drivers license, social security card, utility bill and tax return documents for verification. The first representative them disconnected the call. I called back and was informed that it'll take 5 business days to review 4 documents so I requested to speak with a supervisor over account review department. They informed me that there's no phone line to the office and calls are routed to overseas. I informed them that all of my calls are recorded and they said that I could not do that. I can't access my money and no one answers my requests.
On May 2, 2018, the card referenced in Mr. complaint was blocked for further review of a deposit that exceeded the $10,000.00 threshold set for AccountNow cards. We spoke with the cardholder May 3rd and explained that he needed to send his photo identification, proof of address and verification of the direct deposit 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. AccountNow may also 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. For security reasons, AccountNow may limit the amount, number or type of transactions you can make on your Card and any funding or reload of your Card. The maximum card balance of the card should not exceed $10,000.00; however, AccountNow, in sole discretion, may allow balances larger than the $10,000.00 maximum.
The cardholder’s documents were first received on May 3, 2018 and the timeframe given for the review was May 8th. The documents were reviewed May 7th and it was determined that the cardholder provided proof of address, a tax document, and social security card; however, his photo identification was still required.
We next spoke with the cardholder May 8th and explained that he would need to send his photo identification. That same day, we received additional documentation from the cardholder. On May 9th,
it was determined that AccountNow received a valid photocopy of the identification and the account was reinstated. The cardholder has since had full access to his funds.
AccountNow apologizes for any inconvenience Mr. has experienced. Should Mr. have any additional questions or concerns, he may contact AccountNow directly at
On March 30, 2018 I did a money transaction for $311.50. I sent money to myself. I tried to go and pick up And they tell me that it was not available so I called AccountNow back And they tell me that they had flag my account Fraud and that they were going to cancel the transaction. They told me my money would be back into my account within 7 to 10 days which I was not too happy about but I accepted it. It is now May 7th. I’ve Called and talked to countless supervisors and managers and they all tell me the same thing. That they have not received any updates. I just want my money back.
On April 13, 2018, Ms. contacted AccountNow to cancel a $311.50 MoneyGram transaction. Please note, AccountNow advises cardholder’s that it can take up to 10 - business days for funds to be applied back to the account; however, there was a delay in processing. As of May 8, 2018, the issue has been resolved and Ms. received a full credit for the $311.50 transaction.
AccountNow has posted a courtesy credit for the $9.95 Monthly Charge back to Ms. Alcala’s account.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at .
I report to account now of a unauthorized charges on my charge on April 30, 2018 Account now determined my case in my favor. I got letter on May 7, I called to check on refund Account Now representative told me it will take 5 weeks to have my money returned. I called back again and asked for the supervisor and I was transferred. I believe I wasn't transferred but the same person answered my call as *** I asked why so long to get my money back when it was to be taken in the first place. She said that's how long it takes for the process.
On April 24, 2018, Mr. reported unauthorized activity on his card. Given the nature of the transactions, the account was permanently closed. We received a written notice of the transaction being disputed that same day.
On April 30, 2018, the cardholder received a provisional credit for the full amount of his claim. Given the status of the account, it was determined that he would receive a check for the balance of his account. Please note, it may take up to 5 – weeks to receive a check.
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 call in and matters don't get resolved then they ask is there anything else they can do, I asked for supervisor and they don't give me one. I believe Account Now should not be able to hold on to money. Also I had my Social Security Disabilties check deposited into my old account that was closed, Account Now stated it was rejected and sent back to Social Security I called social security three times and they state they do not have the direct deposit yet Account now stated that the rejection happen on May 19. So to make my point I don't want just a I am sorry. Account Now has many complaints similar to this. So now I go No money for food, no money to pay for my electric and gas terrible.
Sincerely
On May 15, 2018, a check for the balance of Mr.’ account was issued. Please note, it may take up to 5 – weeks to receive a check.
On May 19, 2018, the Social Security Administration attempted to deposit funds into Mr.’ account. Given that the account was closed at the time of the attempted deposit, the deposit was rejected and returned to the Social Security Administration. Mr. must contact regarding the deposit.
AccountNow apologizes for any inconvenience Mr. has experienced. Should Mr. have any additional questions or concerns, he may contact AccountNow directly at ***.
They took $505.50 ($500 for withdraw plus the $3.00 service charge plus another service charge for $2.50) out of my account and now refuse to put it back in. This was not an error on my part but on AccountNow and the ATM machine. It was proven that the funds were not disbursed due to the ATM machine malfunctioning and AccountNow still refuses to put the money back in my account, even after I filed a dispute with them and sent the dispute form along with the bank receipt showing that no funds were disbursed. An AccountNow representative even spoke to the bank where the ATM was located and the bank representative confirmed that the ATM malfunctioned and did not disburse the $500 to me.
On May 1, 2018, Ms. 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. An agent assisted her with the claim and advised her to send a written notice for the transaction in question.
Per the Cardholder Agreement, if you provide this information orally, we will require that you send your complaint or question in writing within 10 business days. We will determine whether an error occurred within 10 business days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to 45 days to investigate your complaint or question. If we decide to do this, we will credit your Card within ten 10 business days for the amount you think is in error, so that you will have the money during the time it takes to complete the investigation. If we ask you to put your complaint or question in writing and you do not provide it within 10 business days, we may not credit your Card.
On May 2nd AccountNow received a written notice for the claim. At this time the claim is in process and will be reviewed for a provisional credit by end of business on May 15, 2018.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at .
This is the second time I am having to submit a complaint about this company and I have been waiting since March for them to return my funds to me, it is now MAY and still have yet to receive ANY of my funds that rightfully belong to me even after all the proper documentation was sent by me and my employer, this was the response to the first complaint : On March 14, 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 updating email information. Ms. contacted AccountNow later that day and advised that someone may have tried to access her account. She received a survey from AccountNow regarding a call she made that day, 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, 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.’s documents were first received on March 14, 2018 and the timeframe given for the review was March 19, 2018. The documents were reviewed March 15, 2018 and it was determined that the cardholder provided photo identification, her social security card, proof of address, and a letter from her employer recalling the funds on her account. For security reasons, it was determined that the account would remain closed and the funds would be made available to the originator. As of March 21, 2018, AccountNow began the process of returning the funds. I spoke to the rep yesterday and today and now nobody knows what's going on and I know they are trying to keep my money now because they are saying that they don't even know if the check was processed yet they said 30 business days and now this is the 31st business day and I still have nothing, I will be getting lawyers involved being that they are refusing to return my funds to me and then had the audacity to close my account to begin with. I want my money back and i'm not going to stop until I have them because they lied to Revdex.com the first time when they said they started the process of returning the funds on March 21, 2018 because now 31 business days later no funds have been released to me or my employer.
On March 14, 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 updating email information. Ms. contacted AccountNow later that day and advised that someone may have tried to access her account. She received a survey from AccountNow regarding a call she made that day, 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, 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. Cloud’s documents were first received on March 14, 2018 and the timeframe given for the review was March 19, 2018. The documents were reviewed March 15, 2018 and it was determined that the cardholder provided photo identification, her social security card, proof of address, and a letter from her employer recalling the funds on her account. For security reasons, it was determined that the account would remain closed and the funds would be made available to the originator.
On March 21, 2018, AccountNow began the process of returning the funds. AccountNow attempted to contact the employer on several different occasions but has not received a response. Given that we have not received a response we could not move forward with returning the funds to the employer. In light of this, a check for the full balance of the account will be issued to the address verified with documents Ms. submitted on March 15, 2018. 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 .
On 2-22-18 me and my husband had our tax refund check in the amount of $4,898 deposited onto a prepaid card through Account Now and I was given access to my funds for less than 24hrs. before Account Now suspended my prepaid card and held the remaining balance of $3,800 that was still on my card. I called Account Now and they said they suspended my card for name mismatch, they said that because the check from Santa Barbara bank (issuing bank through turbotax) was issued in both mine and my husbands name and only my name was on the prepaid card. They then followed up by telling me what things I could do to reinstate and gain access of the funds. Account Now said I could do any of the following: 1. contact the sending institution (which is Santa Barbara Bank) and have them send Account Now a written request of the funds and allow 3 days after Account Now receives the letter to process. 2. Get a letter from the taxpayer, along with a photo ID and upload to *** stating it is ok to have the funds deposited onto the prepaid card in question. I contacted both the IRS and the sending institution and the IRS said they have nothing to do with it because they are not the sending institution, Santa Barbara Bank is the sending institution, so I called them and they immediately sent Account Now an R06 form/letter on March 13, 2018 requesting the funds be returned to them and Account Now has told me they received the letter from Santa Barbara Bank but it was still going to take 6 to 12 weeks for me to get my money because they were not sending the funds back to Santa Barbara Bank, they were sending them back to the IRS and if I wanted any more information I need to contact the Wage and Investment department at the IRS. The IRS says they dont know what Account Now is referring to because they did not deposit my return onto the prepaid card, they issued my return to Santa Barbara Bank and Account Now needs to return funds to the bank not them. I spoke with Santa Barbara Bank and they said all they can do is issue the letter requesting the funds be returned but if Account Now chooses to ignore it that there is nothing they can do. Account Now said that one of the options I could do was to contact the sending institution and they said the process would take 3 days and that is a lie. They have not even acknowledged the sending institution, I have never had a company decide where to return my money before. As for the second option they told me I could do I had my husband write a letter and we scanned his photo ID and tried to upload and email it to Account Now, however the email address they have given me and is in the automated message I listen to concerning my account every time I call is not valid and when I have tried to explain that to Account Now they ignore it and tell me to talk to the IRS. When I call Account Now there is a recording I hear after I enter the card number that they suspended and I have recorded this recording because every single thing they tell me to do in the recording they havent allowed me to do, gave me incorrect information, or are ignoring that I have done it. A couple calls back Account Now told me they put in notes escalating this issue to find out why its taking so long and they said they would contact me in 72 hours and when they didnt I of course called them and they had no record of that phone call taking place. It has been since Feb. 23rd that they took over $3800, that 8 weeks and they have been telling me the same thing since they took my money and nothing is happening. Account Now should have returned it to the sending institution like they claim they would (like any company would do) but they have not. The IRS has told me they should have never allowed the deposit if there was a name issue, they said usually companies wont accept it if there is a real problem like Account Now is claiming, but Account Now allowed it to go through then took the funds and hasn't done not one thing to return our money to us like they claimed in the beginning and like the message that is specific for my account explains.
The card referenced in Ms. complaint was permanently closed on February 23, 2018, due to receipt of a federal tax deposit in someone else’s name. Ms. was made award of the closure and informed that the deposit would be returned to the IRS.
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.
On March 16, 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 .
Complaint: 12826623I am rejecting this response because:
I first object to Account Now response of "The card referenced in Ms. complaint was permanently closed on February 23, 2018, due to receipt of a federal tax deposit in someone else’s name." My response to this statement is; the check was not in someone else's name, the check was in both my husband's name and my name, as we filed a married & filed a joint return. So right away the reason they say this happened isn't true. I was never contacted by Account Now to tell me this happened, what happened was I tried to use the card the day after the deposit and it no longer worked. To this day, 12 weeks later I have never been contacted by Account Now.
In response to this statement: "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." My money was deposited onto my card on the 22nd of February, and yes my card was permanently closed, however, according to Account Now own terms and conditions, my card should not have been permanently closed, it should have been temporally suspended until I was given the opportunity to address the issue as stated in terms and conditions. According to Account Now own policies and terms and conditions the card should been temp. suspended and me and my husband given the opportunity to comply by taking the steps necessary to get my card and funds put back onto my card and my card working again. The terms and conditions to the "Name Mismatch" as Account Now labels the reason why they took my money from me and my husband. The terms and conditions for the "Name Mismatch" are in a recorded message for me to hear every time I call Account Now and I enter the card number of the suspended card it gives me a recording explaining to me all the options we have to get the issue fixed and the money put back onto my card or to expedite the return of funds. I have recorded the message for my records, but the message says we have two different ways to fix this "Name Mismatch" problem. The first option is to contact the sending institution (in this case it is Santa Barbara Bank, not the IRS) and have them send Account Now a written Request of recall of the funds. The second option is to have the taxpayer (the taxpayer is my husband ***) upload a letter saying it was okay to add the funds to the card in question and a photo ID. Me and my husband did both and our actions were ignored! My husband and I contacted the sending institution (Santa Barbara Bank) and they right away sent the R06 written request requesting the funds be returned to them since Account Now is refusing to give the funds Santa Barbara bank deposited on the card to us. Account Now terms and conditions state once the R06 request is received by Account Now the time to process the request is only three business days and the request was sent to Account Now on March 16, 2018. I called Account Now and confirmed they received the R06 letter and they said they had received it, however the funds were not going back to the sending institution (Santa Barbara Bank), the funds would be sent back to the IRS Wage & Investment dept. And the processing time for Account Now to do this is twelve weeks, which is NOT the terms and conditions I received from Account Now. I called the IRS and they said Account Now cannot send any funds back to them because they are not the one who deposited the funds on the my prepaid card, Santa Barbara Bank did. As for the number 2 option, we were never able to upload a letter and photo ID because the email address given to us to do this was not valid. Account Now did nothing that they were supposed to do to return our money and its been 12 weeks and we still don’t have our money, so their 12 weeks is a lie as well. Both the sending institution (Santa Barbara Bank) and the IRS have told me that what Account Now is doing is wrong and not the way this process should go. Account Now should return my money to the sending institution as any other business would have done, especially after they instructed me to contact the sending institution, so they could return the money. They are right when they say that all the information was explained to us on what we were supposed to do, however when we did those things Account Now didn’t do what they were supposed to do. Account Now still has my money, the IRS and Santa Barbara bank don’t have my money so Account Now has had it for 12 weeks and didn’t allow us to submit any of the documents that should have given us our money weeks ago.
My response to this statement is: ‘On March 16, 2018, the deposit was processed for return to the IRS W&I Division. Please note that the timeframe is 6 – 12 weeks.” I don’t know what they mean by process for return other than it means my account was noted about the return, because my money is still with Account Now and I have spoken with the IRS and Account Now stating they are going to return it to the IRS is absurd. Why would they play me a pre-recorded message telling me to contact the sending institution to have the funds returned immediately, but when I do as instructed they act as if it wasn’t an option when 90% of deposits that do not go through for whatever reason gets returned to the company who sent/deposited the funds?
I want to know where my money has been and where it is now, because I don’t have it and neither does the IRS and the time frame they gave me although wrong to do has past as well, so where is it and I want it returned to me right away. I feel as if my money was taken from me, stolen from me and my rights have been violated.
Thank you,
***
Sincerely
On March 16, 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 February 14, 2018 a withdrawal of 500 dollars was made out of my account in Abseton, New Jersey. I called account now to inform them of the theft I told them I live in New York and have no knowledge of who stole my money. I was told to file a claim two days later they told me they didn't find any error on my claim. I asked them to send me a letter explaining where there's no error. I wrote two letters including obtaining copies of my time card from work showing I was at work on the day of the theft and a signed letter from two supervisors at work stating I was at work on the day. Today is April 23rd 2018 and still haven't heard from their risk team why there isn't an error and when will I be reimbursed my money. Also I closed the account with a remaining balance of 137 dollars which they refuse to refund me. They keep asking me for documents which I sent them in timely manner but no response. Whenever I call them they give same excuses. I'm looking for help from a honest source in dealing with this company. I fell behind on my payments because of this nonsense. I would like to know what my options are because I'm emotionally sad and drained. They currently owe me 637 dollars. They are not human and I'm hoping someone can help me. I'm thinking about getting a lawyer but not sure where to start.
On May 3, 2018, Mr. was contacted by an investigator to inform that the decision to deny his claim was reversed. It was determined that he would receive the full credit for his claim. A check for the balance of his account was expedited to him for 3 – day delivery.
AccountNow apologizes for any inconvenience Mr. has experienced. Should Mr. have any additional questions or concerns, he may contact AccountNow directly at .
I went to a local ATM in Broken arrow oklahoma on April 6 2018, at 3:38 am. I tried to withdraw cash at the atm. the machine never disbursed my cash. I called the bank that owned the atm and I was told to contact accountnow. I called account now at 7 am cst time and filed a dispute. I faxed in the affidavit they require. I then called every day until April 20th being told by several representatives an managers to rest assure they are working hard to get my money back to me. However every time I called automated system it said I didn't have a dispute so I would speak to a representative stating they had the dispute and it was in process. the last time I spoke with a representative on April 20th I was advised by a representative not to worry to much because they will see what they can do. I didn't trust them so I re-faxed everything. I then received notification today on April 23 stating that I would qualify for a provisional credit as long as my dispute and paperwork was outstanding more than 10 days which mine has been. I call and ask for my credit and both a representative and a manager told me I have to wait until may 5 2018 now. So I am really upset that I have to wait again. I asked for another level manager and was transfer right back to the one I had and then told I can escalate any further. I am now left with out my money and mind you I had a change of address and was told my new card was mailed to my old address and nothing they can do about that. they have never given me the perks I should get for having them. I am charged 10 monthly and I have another account with them. I have never got the free money promised for the consecutive direct deposits. I now feel they are keeping my money forever. please give me my money and also credit for a couple of monthly fees.
On April 6, 2018, Ms. 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.
Per the Cardholder Agreement, if you provide this information orally, we will require that you send your complaint or question in writing within 10 business days. We will determine whether an error occurred within 10 business days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to 45 days to investigate your complaint or question. If we decide to do this, we will credit your Card within ten 10 business days for the amount you think is in error, so that you will have the money during the time it takes to complete the investigation. If we ask you to put your complaint or question in writing and you do not provide it within 10 business days, we may not credit your Card.
On April 20th AccountNow received a written notice for the claim. On May 1, 2018, it was determined by AccountNow that the cardholder would be granted a provisional credit for the transaction being disputed. At that time, a credited for the full amount was applied to the card. A courtesy credit of $25.00 was also applied.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at .