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I made a. Dispute on a transaction. They cancelled my card and was issuing me a new one. They didnt tell me I had to pay 10$ to recieve a new card . Then when I informed them that I never recieved the card they said they would issuse me a new card again but there was no way for me to get any of my funds because they said they couldnt allow me to do a one time transaction on my old card. When I said I just wanted to close rhe account they asked me why I wanted to do this when I told them its because I nees my money to feed my three week daughter and pay my rent and bills. They said the could possibly override it. Said give them a hour to get a response from corporate. They never called. Then they said your employer has to send a. Recall letter to get permission to send the funds back to the employer then they said it will take thirty days. Whwn I told themi had recorded.our conversation for two days rhe representative said he had to end the call, because they donr allow there conversation to be recorded by outside sources. They gave me the run around for two days and charge my account for a new card and monthly service charge after I had already closed the account, this was the worst experience with and prepaid company..
The card referenced in Mr. complaint was blocked on March 26, 2018, due to the cardholder reporting unauthorized activity. Given that the transaction in question had not finalized, he was told to call back once it cleared to file a claim. At that time a new card was issued.
On April 20, 2018, Mr. contacted AccountNow to inform that he had not received the card that was mailed on March 26th. A new card was issued at that time; however, he called back that same day and requested to cancel the new card and have the balance of his account returned to his employer. He was told a letter of indemnification would be needed to have the funds returned to the originator.
On April 23, 2018, AccountNow received what appeared to be a letter from the cardholder’s employer recalling the funds. Please note, the timeframe to process recall requests is 30 - days. An AccountNow associate reached out to his employer in an attempt to verify information, but we have not yet received a response.
Following reviewing Mr. complaint, on May 2, 2018, it was determined that Mr. would receive a check for the balance of his account. Please note, that 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 .
I filed a dispute on April 5, 2018 and stillno results. It's been two weeks and a day today. I've been calling them asking them what's going on, I get "their still processing your dispute, and just a reminder we aren'ta bank". Well, who am I dealing with is my question. I've never had to go through so much difficulty about money that was stolen out my account! Who makes someone wait this longto so call investigate this matter? I just want this issue solved, then iI ofgo about by business and never deal with them again. I
On April 5, 2018, Ms. contacted AccountNow to report unauthorized activity on her card. The transactions in question were from Google; however, Ms. had not done business with Google and her card was in her possession.
On April 23rd, the investigation was complete, and it was determined that an error had occurred. The cardholder was granted a full credit for all disputed transactions. That same day, 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 .
This company has changed their policy and they take 9.95 monthly rather you us the card or not.
I loaded my last 56.00 to my Account now gold card and went to pay a bill I only had 26.00 available. They took 30.00 for the three months I did not use the card which was very inconvienient this was my last money and this transaction caused me to be short for my bill. My cell phone bill will not be paid on time now causing disconnection. This used to be my favorite company but I feel that they just robbed me of money that they should not be entitled to just take like that.
I did not recognize a payment on my account, I contacted the bank and they immediately closed my account. After talking with the bank I realized I had authorized a payment for my car. I also had made another payment on February 26th 2018. After talking with Encore credit acceptance, they credited my account with the payment I made on the 26th for 456.00 dollars. Once I informed the bank of this they said I could not get the funds since the bank account had been permanently closed. They told me it would be 3-5 weeks before the process would be completed. I called every other week to ask for the status. I was lied to and given different dates every week. They even said I hung up on them and didn't give them the correct mailing address for the check to be sent out to me. But the address has not changed and they ask me for the address at the beginning of every call. On April the 3rd they reversed the initial payment of 860.. plus dollars from Encore. I was told I would have the money by the 18th of April which is today. I don't have it and about to lose my car and fall deeper in debt. They have approximately 1330.00 dollars of my money. It's been more than 3-5 weeks. I'm a disabled veteran and I have to travel 100 miles at least three times a week to go to the VA for treatment. I was even told they could not just transfer the funds to my other checking account with them. Also, it could not be sent through expedited service like FEDEX.
On February 26, 2018, Mr. reported an unauthorized transaction on his 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 March 9, 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. A check was issued April 30th. 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
This company I've had for disputes with they have finally refunded one of them but they closed my account at the same time for no specific reason that they can give me so I have no access to get my money back but they are taking out there monthly fees off an account that's closed they say but when I call the card it says my money is on there and it's with drawing their monthly fees I can't get through to a supervisor I can't talk to somebody on the dispute center everybody's overseas nobody's in the country even I got no direct answers for anything and I still to this day haven't got my money and it's been months please help
The card referenced in Ms.’s complaint was permanently closed on March 26, 2018 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 26th and was made aware of the decision. It was determined that a check for the balance of the account would be sent to Ms..
There is an ongoing dispute investigation into a claim that was filed by Ms. on March 20th. The day the claim was filed, Ms. was advised to send in a written notice of all transactions being disputed. A provisional credit is not due until May 4, 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. Once the investigation is complete, the cardholder will be notified. If a credit is granted, then a check for the full amount will be issued.
Following receipt of Ms.’s complaint, on April 20, 2018, a supervisor from AccountNow’s corporate office reviewed her concern. At that time, as a courtesy, the $9.95 Monthly Maintenance fee and a $1.00 Statement fee was credited back to the account.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at ***.
On 03/15/2018, the IRS received a payment from my Account now account. The payment amount was $200. Account Now devoted the $200, and 2 additional payments that totaled $200; one for $31.31 and another for $168.69. The IRS said they only received the payment for $200. I disputed the 2 payments with Account Now and the dispute was denied. I received a letter saying it was denied because they did not find an error. If I wanted additional info to send in writing. I sent a request for additional info, documentation and findings on 04/05/2018. On 04/13/2018 I called to get an update on my request and was told they did not receive a letter. Also, the representative would not let me speak with the department that was handling the issue, saying they only respond by mail. This is insane! That is $200 of my money that no one is saying where it is. The IRS sent me documentatuon and it does not show they received the payment of $168.69 or $31.31. Account Now is very unprofessional and someone there should be able to explain to me where my funds are. I had an account with them for years and I feel that I deserve better customer service and an explanation.
On March 22, 2018, . *** contacted AccountNow to report unauthorized activity on her card. She was disputing two transactions from the IRS. An agent assisted . *** in filing the claim. The account was then permanently closed due to the nature of the transactions in question.
On April 3, 2018, it was determined by AccountNow that the cardholder would not be granted a credit for her dispute. Per the investigator, the merchant attempted to process ACH debits in January 2018 and February 2018; however, those transactions rejected due to insufficient funds. The transactions in question appear to be collection of an outstanding debt. Based on this information, the claim was denied.
On April 4th, a letter was sent to . *** 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. . *** may also contact the IRS if she has any questions regarding the charges.
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: Account Now is stating that the funds were collected and the IRS is saying that they were not. I requested that Account Now provide me the documentation showing that the IRS has received those funds and they have yet to do so. I sent a letter to them as they requested and I still have not received a response or the documentation. The IRS did provide me a statement showing that they only received one payment in the amount of $200 on 03/15/2018. I have attached the document showing this information. I just started this payment arrangement with the IRS in 01/2018. Account Now is stating that the IRS tried to collect payments from my account on 01/15/2018 and 02/15/2018 and that is correct. They both were returned for insufficient funds. However, on 03/15/208, they did not try to collect on past payments, only the one due on that date. The payment amounts of $168.69 and $31.31 were never sent to the IRS. If they were, as my financial institution, Account Now should be able to show proof of that. The IRS states that they never requested an additional payment besides $200 on 03/15/2018, nor did they receive anything additional as it shows on the attachment above.
Also, Account Now keeps saying if I have questions to call them. Every time that I call, I get the run around and they keep saying the same thing, NOTHING. No one can explain anything to me. I have been hung up on, I have been lied to and I find it unacceptable. This is my money and I deserve to know where it is. Sincerely
Following receipt of this complaint, AccountNow reviewed . ***’ concerns and determined that her claim will remain denied.
On April 3, 2018, it was determined by AccountNow that the cardholder would not be granted a credit for her dispute. Per the investigator, the merchant attempted to process ACH debits in January 2018 and February 2018; however, those transactions rejected due to insufficient funds. The transactions in question appear to be collection of an outstanding debt. Based on this information, the claim was denied.
On April 4th, a letter was sent to . *** 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. . *** may also contact the IRS if she has any questions regarding the charges.
AccountNow apologizes for any inconvenience . *** has experienced. Should . *** have any additional questions or concerns, she may contact AccountNow directly at (866) 925-2036.
Complaint: ***I am rejecting this response because: it makes no sense. They keep saying that I had a past due balance with the IRS. Yes, I do but that has nothing to do with this dispute. If they paid the IRS 2 payments equalling $400, I would not have an issue. The issue is Account Now did not pay the IRS a total of $400 and the IRS has confirmed this information. I have written Account Now requesting documents to show me the payments that they say were sent to the IRS and I have yet to hear from them, although I was told my letter was received. They kerp denying the claim, however they have not provided proof that they sent my funds to the IRS. I think it is totally absurd that they think it is ok to just keep my money. At this point I need to find out who is over the dispute department there and see If this has really been investigated. It see*** as though they think because they kerp denying my claim I am just going to let this go. I don't think that is fair and the issue needs to thoroughly investigated, with proof provided...I have tried contacting them directly on many occasions, just to be told it is being reviewed. Clearly it has not. I just need for them to show me where these funds were applied? Not, what they assume happened because what they suggested, that the funds were for a past due amount, is inaccurate. Please tell me what I need to do to get this resolved and not keep going circles with this inadequate company?? Sincerely
On April 3, 2018, it was determined by AccountNow that the cardholder would not be granted a credit for her dispute. Per the investigator, the merchant attempted to process ACH debits in January 2018 and February 2018; however, those transactions rejected due to insufficient funds. There were three ACH debits made by the IRS on March 15th. The transactions in question appear to be collection of an outstanding debt. Based on this information, the claim was denied.
On April 4th, a letter was sent to . *** 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. . *** can view the debits in question on statement for March2018. . *** may also contact the IRS if she has any questions regarding the charges.
AccountNow apologizes for any inconvenience . *** has experienced. Should . *** have any additional questions or concerns, she may contact AccountNow directly at (866) 925-2036.
Complaint: ***I am rejecting this response because: The company is still refusing to even investigate the issue. They have yet to provide evidence showing where the payment was applied. I have contacted them by phone and in writing as requested and have yet to get an adequate response. They just keep saying the same thing as before, which is still invalid. They did not send my money to the IRS and I have provided proof of that. The funds have to be somewhere!! They just need to show where the funds have been applied, simple as that. I don't know what to do at this point because OBVIOUSLY they have not even taken the time to investigate the issue. This is a poor excuse for customer resolution and I am extremely disappointed in the whole situation. Sincerely
AccountNow has restricted me from my funds over a deposit that was sent to me for doing surveys. I received the deposit on 4/6/18 and they froze my debit card and restricted my account on 4/9/18. I have sent them all the information they have requested and are still not going to unfreeze my account. My employer direct deposit went into the account on 4/11/18. So now I’m without my paycheck and I only get paid every 2 weeks! This is outrageous!
On April 9, 2018, the card referenced in . ***’s complaint was blocked pending verification of a merchant refund. A Visa Return transaction from PaidOnlinePro.com posted April 5th, without a matching debit. . *** contacted AccountNow on April 10th, and an agent advised he would need to send his ID, proof of address, and original purchase receipt for the refund in question. Please note, 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. 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.
AccountNow first received documents on April 10, 2018. They were reviewed April 11th, and It was determined that the cardholder provided his ID; however, valid proof of address and the original purchase receipt was still required. We spoke with . *** on April 12th and explained what was needed to resolve the issue. We received additional documents that same day. The documents were reviewed April 16th, and It was determined that the cardholder provided valid proof of address and the required receipt. The account was reinstated on April 16th.
AccountNow apologizes for any inconvenience . *** has experienced. Should . *** have any additional questions or concerns, he may contact AccountNow directly at ***.
I had an Account Now prepaid card for over 4 years and was receiving my direct deposit every 2 weeks. On January 18, 2018 I received an email from Account Now stating I changed my account pass word and to confirm if I did. I confirmed that I did not request a change of password. I logged into my account and noticed a withdrawal in the amount of $450.00 was taken from my account , from someone in another state. I called Account Now immediately and told them that someone has taken money from my account that was not authorized. I also told them I have my card with me and about the email I received about requesting a new pass word. I faxed them all the paper work and they said they would investigate. They closed my account the same day. A week or so later, I received an email and letter saying that my dispute was approved and I would receive a check within 5 weeks. Due to them closing my account, I could not access the funds another company deposited into my account. The check was more than $450.00. I have called 10 different times since February 26, 2018 asking where my check is. Each time I speak with a different person and I am given the same response."They approved your dispute and they are sending my account to escalation to ask about my check. They verified my address all ten times. I called on March 26, 2018 and the representative ensured me I would be receiving the check within 5-7 days. I still have not received the check. I called today April 11, 2018 at 11:15 a.m., inquiring about the whereabouts of my check. The representative gave me the same response and said she does not have any information for me. She said someone would be calling me. I've been waiting since February for a phone call and my check. Could you please look into this company and the whereabouts of my check. That is a lot of money to have taken from me and I'm a single mom. Thank you.
The Card referenced in . ***’s complaint was closed on January 22, 2018 for security reasons. . *** had reported unauthorized activity, including a transfer she did not initiate, so the account was compromised. On January 24, 2018, . *** was granted full credit for the unauthorized transfer. On January 31, 2018, she was informed that she would receive a check for the balance of the account. Please note, that it may take up to 5 weeks to receive a check.
On February 9, 2018, a request to process a check for the balance was submitted; however, there was a delay in processing. . *** contacted AccountNow in March to inform us that she had not received the check.
Following receipt of . ***’s complaint, on April 13, 2018, a supervisor from AccountNow’s corporate office reviewed her concern. At that time a $30.00 courtesy credit was applied was applied to the account, and a refund check for the new balance was expedited at no charge for delivery in 3 business days.
AccountNow apologizes for any inconvenience . *** has experienced. Should . *** have any additional questions or concerns, she may contact AccountNow directly at ***.
On 3/22/18 I received my paycheck by direct deposit into my Account Now account in the amount of $915.11. When I checked my balance shortly it was missing $500 out of my account. I card to card transfer for $500 was made to a person that I do not know and I never made this transaction. I immediately called Account Now customer service to report the dispute and they told me they needed to do an investigation and needed to close my account. I was told to go on there website and file a dispute and upload the dispute form and any documentation showing that I reported it to law enforcement. I reported the incident to the Federal Trade Commission the same day 3/22/18 and uploaded my dispute form along with my proof that I reporte d identity theft using the Account Now website upload tool. I have tried to reach customer service by phone on 5 different occassions and each time I cannot get a hold of a real person. It has been 20 days since I reported this fraud and I still have not gotten my money. When I call the automated system at AccounNow it says I have a balance of $526, but I am not able to access my money and can't get anybody to provide me with an update on the investigation. I had to borrow $ to pay my rent this month and this has caused me a real hardsh
The Card referenced in . ***’s complaint was closed due to an unauthorized transfer made from the account. . *** reported the transfer March 22, 2018 and filed a claim.
On April 3rd, it was determined by AccountNow that the cardholder would be granted a full credit for her dispute. Per the investigator, the funds were available on the recipient account and as such, the money was credited back to . ***’s account.
On April 3rd, a letter was sent to . *** 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.
A check for the full balance of the account will be sent to . ***. Please note, it may take up to 5 weeks to receive a check.
AccountNow apologizes for any inconvenience . *** has experienced. Should . *** have any additional questions or concerns, she may contact AccountNow directly at ***.
In January 2018, Account Now Metabank, sent my new card to my old address, in which I had changed the address 17 months prior to this on both my accounts. Mind you I had been with them for 8 year or so. Then I contacted them on February 22, 2018 to let them know that I had not received my new card. The rep stated they had sent to the old address and told me just to go pick it up there. Wow, Really? So she them said well I will have to send you a new card. Without telling me that my current card would NO LONGER WORK! So much to my surprise when I went to pull money out of the ATM and gas up my car because I was going away for my grandsons birthday! So, I contacted them frustrated and pissed. They said so for the problems, we will give you a one time option to take your money until you get your new card. Well, I had 1500.00 in MY ACCOUNT. So withdrew, thinking that they IN GOOD FAITH, would send me a card. Well, I had not received the card so I called them COULD NOT UNDERSTAND THE INDIVIDUAL BECAUSE ALL OF THEM ARE FROM PHILLIPINES! SO THE GUY SCREWED UP MY SECURITY QUESTIONS! So GUESS WHO IS NOW LOCK OUT OF MY ACCOUNT. I CAN NOT GET MY MMONEY. I HAVE NOW $2000.00 IN THERE FROM DIRECT DEPOSITS FROM MY WORK! SO I SENT THEM ALLLLLL MY INFORMATION THAT THEY REQUESTED. 4 PAGES OF INFORMATION PROVING WHO I AM! WELL TODAY AS OF APRIL 10, 2018 I STILL AM NOT ABLE TO GET ACCESS TO MY ACCOUNT, PAY MY BILLS, BUY GROCERIES, THE STRESS THAT THIS HAS CAUSED I HAD TO BORROW MONEY TO PAY MY BILLS! WHAT THE HELL! PLEASE I NEED SOMEONES HELP ASAP! FYI: I DID FILE A COMPLAINT WITH THE NEW MEXICO ATTORNEY GENERALS OFFICE WITH PRACTICES OF THE COMPANY. THEY CAN'T GET MY MONEY BACK THOUGH. I NEED YOUR HELP. PLEASE. I HAVE NO OTHER AVENUES. ***AT THIS TIME I CANNOT EVEN PULL UP MY ACCOUNT ONLINE*** IM SICK...
On February 23, 2018, Ms. contacted AccountNow to order a replacement card. She requested her address be updated and a replacement card was issued. She contacted AccountNow on March 5th to inquire about the status of the card and was informed that the card had been returned as undeliverable. She requested to have a new card expedited to her. She was required to answer security questions to process the request; however, she failed 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 documents were first received on March 7th and the timeframe given for the review was March 12th. The documents were reviewed March 12th and it was determined that the cardholder provided an AccountNow document, and a certificate of baptism; however, AccountNow determined that a photo copy of her ID and valid proof of address would still be required. We spoke with Ms. the same day and explained what was needed to resolve the issue.
On April 12, 2018, a supervisor from AccountNow’s corporate office reviewed Ms.’s concern. At that time, as a courtesy, we reached out to her in an attempt to resolve the issue. Ms.s explained that she does not have the required documentation. She was informed that if she did not have the documents requested, a letter of indemnification would be needed to have the funds returned to the originator. Since the date of March 7th, we have not received any further documentation from the cardholder.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at ***.
Complaint: ***I am rejecting this response because: WHEN I spoke to a Ms. , SHE STATED THAT THEY NO LONGER NEEDED MY ADDRESS INFORMATION. THEY ONLY NEEDED A photo ID. THEN THEY WOULD RELEASE MY FUNDS. THE PROBLEM WITH THAT I DO T HABE MONEY TO GET MY MARRIAGE LICENSE AND MY HUSBAND' DEATH CERTICATE, BECAUSE I HAVE NO MONEY! I HAD TO BORRIW FOR THE LAST 2 MONTHS FGOINH ON 3 MONTHS TOMORROW... TO PAY MY HOUSE PAYMENTS. U HAVE CO TACTED AN ATTORNEY. THEY HAVE DONE THIS TO A OT OF CUSTOMERS IN SAME POSITION AS I AM IN RUGHT NOW! THIS IS NOT RIGHT ! IT' THE SAME I' I GAVE THEM LAST YEAR... ONLY DIFFERENCE IS IT EXPIRED IN MARCH.
SINCerely, ***
Sincerely
On April 12, 2018, a supervisor from AccountNow’s corporate office reviewed Ms.’s concern. At that time, as a courtesy, we reached out to her in an attempt to resolve the issue. Ms.s explained that she does not have the required documentation. She was informed that if she did not have the documents requested, a letter of indemnification would be needed to have the funds returned to the originator. Since the date of March 7th, we have not received any further documentation from the cardholder. Since the date of April 12th, we have not spoken with Ms.. At this time a photocopy of her ID and proof of address is still required. She also has the option of sending a letter of indemnification.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at ***.
I called account now about a merchant who took money off my card without my permission, I spoke to a customer service representative she was very rude and nasty to me , I asked to speak to her manager about resolving my issues since the lady I spoke to was very unhelpful, she proceeded to tell me she didn’t have a manager and hang up in my face I called right back spoke to a different customer service representative and immediately ask to speak to a manager his name was *** an I politely told him the situation an he told me to contact the merchant which I already did , so then he told its nothing they can do which This has happen to me previously and The manager I spoke to during the incident was very helpful and made sure everything was taking care of . But I know every business has a cooperate office an the manager *** inform me that it’s no Coparate office an he couldn’t provide me with the information I need.
On April 4,2018, . *** contacted AccountNow regarding a pending transaction on her card from Aaron’s Rent to Own. She requested to have the funds credited back to her account, as she did not want to be charged. She was given the time frame for the hold to expire and given the option to have Aaron’s fax over confirmation that they were not going to collect the pending amount. . ***’s account shows a recurring history of payments to Aaron’s. She then stated that merchant would be processing a refund and an agent explained the timeframe for refunds to post. Please note, AccountNow routinely receives, and processes faxed requests to have pending holds released prior to the expiration date of the hold.
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.
On April 9, 2018, . *** contacted AccountNow to inquire about stopping future charges from Aaron’s as the charge from April 4th had posted. She was offered the opportunity to replace her card with a new card number, but she declined.
AccountNow apologizes for any inconvenience . *** has experienced. Should . *** have any additional questions or concerns, she may contact AccountNow directly at ***.
ok I have a accountnow card and I got a cruise for carnival cruise I decide I did not want to go on that cruise. so they refund my money it when into accountnow. and the accountnow restride the card because the carnival cruise return my money. I have 2077 dollar somewhere at accountnow they are a bunch of *** . I was told I may not get my money if they feel like it they might open my account if they feel like it. I work for that damn money and that money damn well belong to me not there damn
The Card referenced in . ***’s complaint was used for a $740.00 transaction with Carnival Cruise on February 9, 2018. She received a refund for the full amount of that transaction on March 30th. There is no record of any restrictions placed on . ***’s account. AccountNow has not spoken with . *** regarding her account status or recent account activity.
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 . *** has experienced. Should . *** have any additional questions or concerns, she may contact AccountNow directly at ***.
I have been a customer with "Account Now" Prepaid debit card who banks with Meta Bank and Bancorp out in California. I have no contact info for the headquarter in San Ramon CA. I have over 2.000.00 USD locked up in their institution. I get direct deposit from my employer to this prepay card. Without any phone calls or any notification. They have locked me out. I have no access to my hard earned money. They told me I got restricted because of a refund from Philippine AirLines. I have jumped through their hoops to open the account several times. They requested picture of my mailing address, a photo ID and the receipt from the airlines. I sent in addition, My Passport, Birth certificate, My DD-0214 and still, I am not able to get acess to my money. I am considering legal action
On April 2, 2018, the card referenced in . ***’s complaint was blocked pending verification of a merchant refund. A Visa Return transaction from Pal Air posted that same day without a matching debit. . *** contacted AccountNow on April 3rd, and an agent advised he would need to send his ID, proof of address, and original purchase receipt for the refund in question. Please note, 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. 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.
AccountNow first received documents on April 4, 2018. They were reviewed April 5th, and It was determined that the cardholder provided ID, valid proof of address, Birth Certificate, passport, and a boarding pass; however, the original purchase receipt was still required. We spoke with . *** on April 9th and explained what was needed to resolve the issue. On April 10th, the cardholder provided a letter and a screenshot of a trip summary, but not proof of the original purchase. We next spoke with . *** the following day and explained the original purchase receipt was required.
On April 13th, we received additional documentation from . ***. This the cardholder provided flight details, but still no proof of the original purchase.
Following receipt of this complaint, AccountNow reviewed . ***’s concerns and determined that the original purchase receipt is still required.
AccountNow apologizes for any inconvenience . *** has experienced. Should . *** have any additional questions or concerns, he may contact AccountNow directly at ***.
I noticed that I was being charged for the ATM'S that Account Now recommended on the company website would be surcharge free. I called and spoke to a rep on 3/30/18 she noticed the issue to and reversed the charge for one fee. I then pull all my statements to take a closer look because 90% of the time I use the ATM they recommend to save money and realized they have been charging me each time I used the Atm. On April 2, 2018 I faxed all my statement information over to Account Now to review and called today to make sure they received the information. I was transferred to someone I could barely understand who told me that I am not due a refund.
On March 30, 2018, Ms. contacted AccountNow to inquire about the ATMS fees on her card. As a courtesy, the agent reversed the $2.50 ATM fee from the most recent ATM transaction. 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.com 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.
As a courtesy, AccountNow has issued a credit of the $9.95 Monthly Maintenance fee. AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns regarding her account, she may contact AccountNow directly at ***.
Complaint: ***I am rejecting this response because:
I don't agree with the company response however I am not going to bother going back and forth with this company. I am in the process of looking for a different provider and have canceled my direct deposit to Account Now, I would rather deal with a paper check until I can find a reputable company.
Sincerely
MY ACCOUNT WAS CLOSED AND FUNDS WERE REMOVED. I COMPLETED ALL NECESSARY PAERWORK AND STILL HAVE NOT RECEIVED A RESOLUTION. IT IS GOING ON TWO MONTHS NOW. I WAS ALMOST EVICTED DUE TO THIS. I NEED AN ANSWER. I GET TOO MANY DIFFERENT THINGS FROM THE CUSTOMER SERVICE REPS.
In February 22, 2018, Ms. received several 3rd party deposits. The account was then blocked due to notification of name mismatch for those deposit. We spoke with Ms. on February 23, 2018 and explained that she needed to send photo identification and verification of the direct deposit for verification purposes. Note that the timeframe for review of verification documentation is 3 business days.
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. 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.
Ms.’s documents were first received on February 24, 2018 and the timeframe given for the review was February 28, 2018. The documents were reviewed March 1, 2018 and it was determined that she photo identification, her social security card, proof of address, and the necessary for one of the individuals whose deposit had been posted to the card. AccountNow determined that photo identification and authorization letters were still required from two more individuals for whom she also received deposits.
On March 4, 2018, we received additional documentation. The documents were reviewed March 6, 2018 and it was determined that Ms. provided photo identification and authorization letters for the other two individuals involved. The account was permanently closed, and Ms. was to be sent a check for the balance of the account. Please note, that it may take up to 5 weeks to receive a check.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at ***.
Complaint: ***I am rejecting this response because:Sincerely,***
The business has not responded. I will allow 24-73 hours and ten I will continue with legal action.
Following receipt of this complaint, on April 27, 2018, the previous check was cancelled, and a new check was expedited at no charge for delivery in 3 business days.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at ***.
This message is to demand someone who I can unfreeze my account and allow me access to my money. I’ve got several serious complaints for your company. 1. On 03/30/2018 following a Direct Deposit onto my account I was unable to open up my account and was denied using my card. I have been given the serious run around by your incompetent staff who tell me that your corporate office does not accept calls and therefore refuse to give me information to follow this problem. 2. Following the direct deposit I was told by several of your customer service representatives (Badge 1DST) that someone has been trying to use this account out of the country. When asked why I was not informed of this information I was given no explanation. I also asked, how would they even know if I wasn’t out of the country and using my card? 3. I then spoke with a supervisor, who told me “Someone has tried to use your card out of the state”. I told him that I don’t notify the account representatives when I leave the state. (It’s not illegal). He attempted to clarify and told me it was “out of the country”. Today when I spoke with a supervisor Kim (Badge 1RPZ), she stated she doesn’t know why account is under “review”. I shared that I have been told by your Customer Service Department that “someone tried to use it out of the country”. She stated “No”. She stated there is no explanation at all and doesn’t know why the representatives have said what they did. 4. I then confronted on the “24 – 48Hr” wait time for a response. I was told first thing Monday (today) that I would get a call back from the “Corporate Department” (The ones who will call but won’t accept calls). All your stories are inconsistent and I honestly don’t believe any of you any more. A Business that according to the reviews I am not the only one with this problem. I will definitely file a complaint with the Revdex.com. 5. I also noticed that per a text alert that my deposit showed into your possession on 03/28/2018. I have NOT nor do I give your company permission to obtain my money two days before I typically get it. I'm told to just wait for them to call me. This is now the 3rd time this has happened. The first time I waited two weeks before my account was unfrozen. The second time was 4 days. Again, neither time did anyone call me back to share any updates.
In March of 2018, the card referenced in . ***’s complaint was converted from a ReadyDebit Gold account to an AccountNow Gold account. During the conversion, there was a block placed on the card for security reasons. Please note, per ter*** 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. In addition, funds from direct deposits will generally be available on the day the Bank receives the transfer. Employers may notify the bank of payroll direct deposits before your official payday. If we receive sufficient early notice, we will deposit your pay into your account early.
The block did not require any form of verification documents from the cardholder, as such, on April 3, 2018, the block was removed. On April 11, 2018, . *** received a $20.00 as a courtesy.
AccountNow apologizes for any inconvenience . *** has experienced. Should . *** have any additional questions or concerns regarding her account, she may contact AccountNow directly at ***.
I have been an AccountNow card member for over 10 years, and have had my VA Disability payments deposited to it every month. Up until recently, I have never had any problems. Now I find myself unable to access my money and have no way of getting through. My card was set to expire at the end of February 2018. When I called customer service the first time on or around February 21st, the female representative informed me that my new card was in the mail already and would arrive in 7-10 business days. So I waited 2 full weeks, and nothing arrived. So I called again, and the automated information stated that my card was due to arrive in JUNE. This made no sense, as that would leave me without any access to my money for 4 months. So I got through to actual customer service again, and the female rep (who sounded identical to the first one) said she ordered yet another new card for me — again stating it would be here in 7-10 business days. I have waited 2 weeks again, and STILL have no card. I called AccountNow yet again, and the automated information now states that my card is due to arrive JULY 5th. I do not understand what is going on. I have checked numerous areas of the online banking interface, and it is all confusing. Some areas list my expired card number, some list a different one which I assume to be the new one. All show my balance of $700+ from my VA Disability Compensation. If I try to use MoneyGram to transfer the money out, a warning pops up that says they will ask security questions, and if I get any of them wrong, they will lock my account and I will never be able to attempt to transfer again. I don’t know if the security questions will include ones about info on the new card that is missing in action, and I wouldn’t know the answers or have any way of finding out. So I cannot risk that option. I need access to my money NOW. AccountNow is holding my money without my permission, and not allowing me to have access to it. Every time I call customer service, they hardly speak English and are very difficult to communicate with. They do not understand me very well, and do not have answers to my questions. They repeat the same lines. I have read numerous reports online from other cardholders stating this same problem, and a rare few have stated AccountNow offered to mail a check in 6-8 weeks. I rely on my disability compensation and cannot wait 6-8 weeks for my money. I demand access to my funds immediately, and that AccountNow be investigated for fraud.
The Card referenced in Ms. complaint was set to expire in February 2018. A replacement card was issued 2 weeks prior to the expiration date. Ms. contacted AccountNow on April 4, 2018 to inform us that she had not received her card. At that time, a new card was ordered with expedited shipping for delivery within 3 business days.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns regarding her account, she may contact AccountNow directly at .
Complaint: 12768382I am rejecting this response because:
The timeline given is inaccurate. I requested 2 cards at 2 different times, neither of which arrived within 5-10 business days as promised. I finally had enough and called again on April 4th to demand my money be wire transferred, and I was told they “cannot do that”. So after I then request yet another card, and after being told another “5-10 business days”, which is obviously a lie, I demanded an expedited card. They charged me a $10 card replacement fee and $25 expedite fee. Miraculously this card arrived without a single problem, which proves they never shipped the others. This was a scam to get me to pay and give them longer use of my money. I have the phone call records and screenshots to prove it.
Sincerely
The Card referenced in Ms. complaint was set to expire in February 2018. A replacement card was issued 2 weeks prior to the expiration date. Ms. contacted AccountNow on April 4, 2018 to inform us that she had not received her card. At that time, a new card was ordered with expedited shipping for delivery within 3 business days.
Following receipt of this complaint, on May 7, 2018, a supervisor from AccountNow’s corporate office reviewed Ms. concern. At that time, as a courtesy, the $10.00 replacement card fee was credited back to the account.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns regarding her account, she may contact AccountNow directly at .
It’s a debit card I set up my direct deposit two weeks before now it’s pay day I work all week to get my money and now I’m trying go to the atm to pull MY MONEY OFF. And it keep saying it’s a limit so I called the company and they said that it’s a hold I have to wait till Monday or do cash back which I can’t only get 40$ back I need my money for bills 40$ is not going to do anything or then they told me to go to a wal mart which is located in New Jersey I’m in Brooklyn it cost to get there but I can’t get my money I never ask for no limit on my card this is very inconvenient I don’t understand it’s debit my money take then they can’t even help me why do I have to wait 3 days actually 4 because now it’s a holiday man
The Card referenced in Ms.’s complaint was activated on March 7, 2018. Due to a system issue, the account limits were not set at the time of activation. Ms. contacted AccountNow March 30, 2018, notified an agent that she could not use the card for ATM withdrawals. A request was made to have the usage limits increased.
On April 3, 2018, the request to have the usage limits increased was processed. The limits have now been set according to terms mentioned in the Cardholder Agreement. On April 6, 2018, Ms. received a $20.00 as a courtesy.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns regarding her account, she may contact AccountNow directly at ***.
I lost my card in January of 2018 and have been going back and forth with customer service for over two months now to get a new card or otherwise access MY money. I've escalated calls, sent sensitive documents they requested, spoken for HOURS on the phone and STILL have been told I'll have to wait until they review my information and that they can't give me access to my funds. They also claim they can't notify me of updated status, that I'll have to just keep calling them back. They refused to waive the $25 expedite fee so that I can receive my new card within 3 days instead of 2 weeks-a month and I STILL don't have my money. They are holding it hostage. As a mother of a toddler and wife to a veteran going back to college full time, I find this extremely unprofessional and COMPLETELY unacceptable.
The card referenced in . *** – ***’s complaint was blocked for possible fraud on January 22,2018. We attempted to contact her to verify the activity in question but could not reach her. . *** – *** contacted AccountNow that day and informed the agent that her was not in her possession. A new card was not ordered at that time, so the account remained blocked. After speaking with . *** – ***, there was a security lock placed on the card for multiple failed attempts at entering the CVV code. We next spoke with . *** – *** on January 29, 2018 and explained that she needed to send ID verification for security purposes. Per ter*** and conditions, the card may be canceled, repossessed, or revoked at any time without prior notice subject to applicable law. Note that the timeframe for review of verification documentation is 3 business days.
AccountNow first received documents on January 29, 2018. They were reviewed January 30, 2018, and It was determined that the cardholder provided a photo copy of her ID, and proof of address; however, a copy of her signed social security card would still be required. We next spoke with . *** – *** on February 21, 2018 and explained what was needed to resolve the issue.
We received additional documents on February 21, 2018. The documents were reviewed February 26, 2018 and It was determined that the cardholder provided her social security card, but it was not signed. . *** – *** was informed that her signed social security card was required.
On March 26, 2018, we received more documents. The documents were reviewed March 27, 2018, and it was determined that we received the signed social security card. The account was reinstated, and a card was expedited for 3-day delivery at no charge.
AccountNow apologizes for any inconvenience . *** – *** has experienced. Should . *** – *** have any additional questions or concerns, she may contact AccountNow directly at (***.
I Filed a dispute for charges on my card around 03/15/18. The old card was canceled and a new card overnighted to me at a $25 charge. I have an $1800 balance on the new card and attempted to use the card the evening of 03/22/18. The attempt was declined. I then tried an ATM and the attempt was again declined. I called AccountNow the morning of 03/23/18 to discover that the card and service have been canceled and a check would be mailed and received within 5 weeks. This is completely unacceptable as all of my funds are tied to this card and bills will be due within 5 weeks. This will cause cancellations of many of my accounts and late charges for many others. This is completely unacceptable and BAD business in my estimation. I never received any information relative to the cancellation which is really not the point. My complaint is not having access to MY money for 5 weeks. I hope there is some remedy for this activity.
On March 3, 2018, . *** contacted AccountNow to report unauthorized activity on his card. An agent assisted . *** with filing a claim, his card was blocked to prevent further unauthorized activity. . *** was given the time frame for the dispute investigation. On March 14, 2018, a new card was expedited. On March 22, 2018, . ***’ account was permanently closed by AccountNow’s Risk Department. Based in the account history, it was determined that AccountNow could not continue to service the cardholder’s account. Please note, per the terms and conditions, AccountNow may cancel or suspend a card at any time. The cardholder was to be mailed a check for the balance of the account upon request. . *** contacted AccountNow on March23, 2018 and was made aware of the decision to close the account.
On March23, 2018, a letter was sent to . *** regarding the outcome of his 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 .***‘ complaint, on March 27, 2018, his refund check was expedited at no charge for delivery in 3 business days. As a courtesy, the $25.00 expedite service fee was credited back to his account
AccountNow apologizes for any inconvenience . *** has experienced. Should . *** have any additional questions or concerns, he may contact AccountNow directly at ***.