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Address: PO Box 1966, San Ramon, California, United States, 94583-6966
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I haven’t used this account in two months and still being charged a fee. Please cancel this account.
According to Ms.’s complaint,
Please find this letter in response to your correspondence dated February 27, 2018, regarding the above-referenced matter. Thank you for bringing this customer’s concerns to our attention. We take these complaints very seriously and are committed to providing a successful resolution.
Following receipt of this complaint, AccountNow reviewed Ms. concerns and attempted to locate the account in question; however, we were unable to locate an account registered to Ms.. We request that Ms. contact AccountNow if additional assistance is required.
Customer Service agents are available to answer calls 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 the inconvenience that the cardholder has experienced. The cardholder may contact AccountNow with any remaining questions at ***.
I am an Account Now customer and I am having a hard time getting my funds released to me or transferred to the new card I received. My information was compromised on 2/14/18. I was told my direct deposits would be rejected and sent back to the sender but now the funds on the blocked card and I cannot even access money for food. Account Now is holding my tax return in a closed account and all they can tell me is sorry for the inconvenience. Initially, I was told that a replacement card would be sent after sending in documentation to verify my identity and as of 2/27/18, I am getting a completely different story. They want to mail a check for the balance on my card which makes absolutely no sense being that it wasn't even supposed to be accepted on the card in the first place so now I have to suffer because of a mistake that someone else made. I feel like these people are stealing money from customers. I have had this card for over 5 years and never had any issue like this. A representative also blatantly lied to me saying that the card to card feature can no longer be used but I still see the feature on the new online card account. I just want my money released to me. This is theft and they don't seem to care. Can you please help me? I am behind on my bills and I would appreciate any help. Thank you.
On February 15, 2018, the cardholder contacted AccountNow regarding a card to card transfer in the amount of $500.00 that she stated was fraudulently made on her account. The agent filed a dispute and informed the cardholder that the account would be permanently closed because her online credentials had been used to initiate the disputed transaction. The agent also informed the cardholder about the written notice that is needed as well as the time frame for the dispute investigation. The account had a balance of $x.xx at that time.
On February 16, 2018, the cardholder contacted AccountNow regarding the written notice that the cardholder sent in on 2/15/18. The agent informed the cardholder that the notice was received and informed the cardholder of the review timeframe.
On February 21, 2018, the cardholder contacted AccountNow requesting access to her funds in her account and the agent informed the cardholder that the account was locked for failed Q&A and we were not able to allow access to funds. The cardholder requested to speak to a supervisor and the call was transferred. Please note the agent should have opened a check request for the remaining balance and informed that cardholder that is our policy that accounts must be permanently closed, and a new card is not able to be issued. Upon transfer, the cardholder requested access to her funds and was advised the card could not be reopened and the cardholder would have to wait for a check.
On February 22, 2018, the cardholder contacted AccountNow regarding the status of her account the agent incorrectly advised the cardholder that she needed to send reconsideration documents to have a new card issued for her account. Please note, the agent will receive coaching the cardholder’s account was permanently closed and a new card could not be issued.
On February 23, 2018 and February 26, 2018, the cardholder contacted AccountNow regarding the status of the documents that she sent on February 23, 2018. The agents informed the cardholder that the documents were received and still being reviewed and gave her the review time frame. Please note, the agents will receive coaching as the agents should have identified that the account was permanently closed, and a new card could be issued.
On February 27, 2018, Risk reviewed the documentation and determined the account was permanently closed on February 15, 2018 due to the card to card transfer dispute that was filed. That same day, the cardholder contacted AccountNow and was informed the account was permanently closed and a check would be processed for the remaining balance of the account in the amount of $x.xx.
On February 27, 2018, check number *** in the amount of $3,066.85 was processed and mailed to ***. That check was expedited at no additional cost through UPS tracking number *** as a courtesy. Per the UPS website the check was delivered on 2/28/18 and included the $500.00 from the dispute the cardholder filed on 2/15/18.
AccountNow apologizes for the inconvenience should the cardholder have any additional questions or concerns, she may contact AccountNow directly at***.
My Social Security funds were direct deposit on the prepay card the 23rd and on the 24th I miss placed the card and called account to put a hold on it until I find it. They stop the card and is still holding $450.00 even after I called then on the 26th telling then I found the card .,I email my DC Govt.Human Service ID along with my DC Govt Housing print out with my adress, Please ask then to give me a one time use on the card so I can get my funds to pay my bills. My SSA is
On February 28, 2018, Mr. contacted AccountNow to report his lost card. The cardholder was required to answer security questions to process the request; however, he failed the security questions and as such, the agent advised he would need to send identification documents for verification purposes. Please note, per the terms and conditions, AccountNow may cancel or suspend a card at any time. Accounts may also be subject to ID verification. The timeframe for review of verification documentation is 3 business days.
Following receipt of Davis’ complaint, on February 28, 2018, a supervisor from AccountNow’s corporate office reviewed his concern. At that time, the documents that Mr. sent the previous day were reviewed. The account was reinstated, and a card was issued with expedited delivery.
AccountNow apologizes for any inconvenience Mr. has experienced. Should Mr. have any additional questions or concerns, he may contact AccountNow directly at ***.
. I have missed paying bills and now have several marks against my credit that cannot be resolved because of the actions of this company accountnow. This causes me to not be eligible for additional non HUD housing. When I got my tax return of over $7000 from the IRS for 2016, it was suggested that I put in on an accountnow card. I did and there it remains because this company refuses to release the monies to me. I have contacted them multiple times since Nov 1, 2017 and submitted and re-submitted my ID and information to them and yet it is still not enough. As a result they blocked/closed my account. Why did they do that? "because you have had no activity on the account so we closed it" I cannot have activity because they refuse to allow me and then because I have no activity they close the account and debit it little by little each month until they will eventually take all of my money. It is a racket and should be investigated by \under the RICO ACT. Today was my most recent interaction with them and I was helped by an advocate so that I would have a witness. The customer service rep was named *** and she was most likely outsourced to India or Pakistan and was terribly hard to understand although she said that she was in California (that's a lie) She told us that my account was closed. I said but I still have a balance over $7000!! She said "sorry but you will need to upload or fax in the following (again) in order to get to MY money." Here's what she said I needed to send to her: A signed Social Security Card, Valid photo ID, proof of address and a W-2. Now none of these makes any sense and to give out all of that information to a company is sketchy. The IRS has this information already and I have verified it on the call AND I do not work so I don't have a W-2. They insisted on a W-2 and I believe that is how they legally discriminate against single black mothers. I requested that they transfer the money to an FDIC bank at which I have an account. They can't do that. It see*** they only know how to take money. She said that if I can get a Recall Letter from the IRS and submit it to them that they will send the money back to the IRS. When we pressed her and asked if that had ever been done, she had no answer. I've spoken with the IRS over and over and that's not something that they do. Again a lie. I am seeing an IRS advocate but again, the company will not fulfill its promise. I'm also filing a complaint with the FTC and the Commission on Civil Rights. There is NO way to submit enough information because they always want more. This company is taking hundreds of thousands of dollars from people like me. I'm sure there are enough people for a class action law suit. I'm faxing them my complaint, sending it to their PO Box and to the physical headquarters. But they continue to prey on minorities and the weakest in society. Please put a stop to it. Help me get my money to support my family.
On November 1, 2017, . ***’ Federal Tax Return posted to his account and the account was blocked the same day for further review of the deposit. We first spoke with . *** November 27, 2017 and she was informed that she would need to send identification documents to complete the review. Note that the timeframe for review of verification documentation is 3 business days.
Per ter*** 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.
. *** documents were first received on November 27, 2017, and the timeframe given for the review was November 30, 2017. The documents were reviewed November 30, 2017 and it was determined that the cardholder provided photo identification, a social security card, and 1040 form; however, valid proof of address would still be required.
We next spoke with the cardholder November 30, 2017 and explained that she would need to send an additional document verifying his address. That same day, we received additional documentation from the cardholder and the time frame provided for review was December 5, 2017. The documents were reviewed that same day and it was determined that valid proof of address would still be required.
On December 7, 2017, . *** was made aware of the need for proof of address. That same day additional documents were received, and the timeframe given for the review was December 12, 2017. The documents were reviewed December 11, 2017 and it was determined that the cardholder provided a USPS change order form as proof of address; however, valid proof of address would still be required.
On March 1, 2018, a supervisor from AccountNow’s corporate office reviewed . *** concern and reached out. . *** informed that she was unable to provide the required proof of address. The Tax Return will be sent back to the IRS. The timeframe is 6 – 12 weeks.
AccountNow apologizes for any inconvenience . *** has experienced. Should . *** have any additional questions or concerns, she may contact AccountNow directly at ***.
I recently sent money through western union using this prepaid account on 2/15?2018. unfortunately I made a mistake on the name and western union had to cancel this transaction. the transaction was canceled the same day and western union did not charge my prepaid account with AccountNow. although AccountNow put a authorization hold on my account for the amount that was cancelled by western union in the amount of $1063.32 so I wait 5 days and and the charge is still on hold so I call AccountNow customer service and they tell me it will be on hold until 3/29/2018. I explain to them this charged has been canceled and they still refuse to work with me. finally after numerous calls and different answers most times they told me to call western union and have them fax a letter stating that this charge is canceled and my money would be returned to my account with in 24 hours. ok 2 more days go by and still the charge is on hold. I call AccountNow several times again getting different answers again and when I asked to speak with a manager they hang up. after numerous calls I finally got a hold of a manager and explained all this problem. she told me that their is no option since it is western union that I would have to wait until 3/29/2018 for my $1063.32 to be refunded. so I asked to close my account because this is unheard of to have to wait roughly 45 days for a refund. she refused to close the account and said I would have to wait until 3/29/2018 before I could do anything. if their is any way you all can help me get my money back Thank You in advance. I tried to look through my card holder agreement and I didn't anything that said they reserve the right to hold my money this long or refuse to close my account. ThankYou
On February 19, 2018, Mr. contacted AccountNow regarding a pending transaction on his card from Western Union. He requested to have the funds credited back to his account, as the transaction had been cancelled February 15, 2018. He was given the date of March 29, 2018, for the hold to expire and funds to be added back into his account. Please note, Western Union transactions are considered to be high risk and as such, cannot be manually released by AccountNow.
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. Transactions at certain merchants that pre-authorize high dollar amounts, especially rental car companies and hotels, may cause a “hold” on your available balance for up to 90 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 Mr. has experienced. Should Mr. have any additional questions or concerns, he may contact AccountNow directly at ***.
I had my tax refund applied to there card. And when I made a withdraw of my refund they locked mines, my gf and her sisters card as well because we all use the same address. I sent in how many of proof of identity. With no luck in getting any details. We all have our money on those cards and we can’t pay our bills my truck is past due and we have rent that is due. I’m afraid they stealing our money I want it back please it’s our money. So many bad reviews and they still in business. I’m tired of calling them but I want my money back
On February 22, 2018, Mr. Federal Tax Return posted to his account and the account was blocked the same day for verification purposes. We first spoke with Mr. February 23, 2018 and he was informed that he would need to send identification documents to complete the review, or the funds could be returned to the IRS. Note that the timeframe for review of verification documentation is 3 business days.
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. 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, in our sole discretion, further limit your use of the Card at ATMs, and, in addition to our limits, an ATM owner or operator may impose additional withdrawal limits. We may refuse to process any transaction that we believe may violate the law or the terms of this Agreement. 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.
As of the date of this response, AccountNow has yet to receive any of the required documents from Mr. Foi. On February 24, 2018, MR. contacted AccountNow and requested to have the funds returned to the IRS. Note that the timeframe for funds to be returned is 6 – 12 weeks.
I have been locked out of my online account with them for near 2 weeks now. They told me I had to fax in a picture of my photo ID and my prepaid card I have with them, in order to regain access to my account. Every time I call in to find out status on it, I get the same rude customer service representative that gives me no information about when I'll have access to my account. She keeps repeating it take 72 hours for them to review my information. It's been more than 72 hours. I'm unable to check my balance on my card or view my transactions due to being locked out. There's information I need on there but they do nothing to try and help you get answers. Twice after asking to speak to a supervisor, the representative tells me "Hello?, I'm sorry, I'm having trouble hearing you..you're breaking up." then straight hangs up on me. If there were legal actions I could take against them I most certainly would, because I do not feel that what they are doing is right and I definitely do not feel like my money is safe. But without access to my online account, I'm unable to even move it.
The Card referenced in . ***’s complaint was blocked from online usage on February 15, 2018 for security reasons. The cardholder was informed that she would need to send a copy of front of her card and photo ID to restore access. Per ter*** 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 timeframe for review of verification documentation is 3 business days.
Documents were first received on February 23, 2018, and the timeframe given for the review was February 28, 2018. The documents were reviewed February 27, 2018, and it was determined that the cardholder provided photo identification and a copy of the front of the card; however, the copy of the card was unverifiable.
Following receipt of . ***’s complaint, on February 28, 2018, a supervisor from AccountNow’s corporate office reviewed her concern and determine that a copy of the front of the card is still required.
AccountNow has not spoken with the cardholder since the initial document review. Once all required documents are approved, access to the online account will be restored 24 hours after approval.
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: due to the poor quality of the card itself, it is almost impossible to see the numbers on the front of the card, since they have rubbed almost completely off. I've provided you with my photo ID and the best possible picture I can provide of the card. Being able to verify my identity, I don't understand why a photo of my card is necessary. I can provide all the information off the card, but you guys already know all that information, so again I don't understand why that is necessary and I still do not have access to my financial information. And there is no communication from you guys whatsoever. The customer service number you provide me is a joke and I always seem to get the same RUDE unintelligent girl who thinks it's ok to just hang up on customers instead of deal with their concerns. I think this whole situation is sketchy as can be. How do I know you guys aren't stealing money from my account as we speak? I mean you won't give me access to my information and you won't resolve this issue in a reasonable or professional time frame or manner. I think the "customer service" I've received from this company is unprofessional and careless. The treatment and lack of respect is wrong and inconsiderate. I feel like this is discrimination and suspicious and If I cannot get this matter resolved ASAP, as it's been more than enough time spent stressing over this whole situation, I will take further action as is appropriate. Sincerely
Following receipt of ***’s complaint, on March 6, 2018, a supervisor from AccountNow’s corporate office reviewed her concern. The documents that were reviewed on February 27, 2018, are unverifiable. Since that date of the last review, AccountNow has not received the required document from . ***. A verifiable copy of the front of the card is still required. Once all required documents are approved, access to the online account will be restored 24 hours after approval.
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: this is illegal and I’m now filing a complaint with the attorney general! Every time I call I put in my social security number. They’ve received a copy of my ID, so how is that not enough to identify me. I called in the other day to request a statement with all my transactions since February because having had my tax refund direct deposited to this card, I’m more than confident there should be more than $8.00 on my card suddenly! But I was told no, they wouldn’t send me my statement? Not even to my billing address that is on file with them! Not only is it against the law to not provide me access to my transaction history, but it see*** a little shady on their part as well! I’m unable to dispute any fraudulent charges because I can’t find out what charges are even on here. Every time I call I get the same girl that answers the phone. I’ve asked to speak with a supervisor numerous times but have been hung up on every time. I would like an email address or some other contact information for a supervisor from AccountNow. Or would like for a Supervisor to contact me personally. This is the worst customer service I have ever experienced from a business. No concern to even try to work resolve this matter in anyway what do ever! I’m spreading the word about the terrible customer service and shady things they’re pulling with me. I’m even going to contact KCRA. It apparent from reading the reviews for this company that I’m not the only person who has experienced something like this with this company. I’m not one to keep quiet about this especially when a couple thousand dollars are missing from my account and I can’t even find out why!!!! Illegal business this company is conducting and until this is resolved I will be heard! Sincerely
Following receipt of this complaint, a supervisor from AccountNow’s corporate office reviewed her concern. Since that date of the last review, February 27, 2018, . *** has still not complied with the request for documents. A verifiable copy of the front of the card is still required. Once all required documents are approved, access to the online account will be restored 24 hours after approval.
AccountNow apologizes for any inconvenience . *** has experienced. Should . *** have any additional questions or concerns, she may contact AccountNow directly at ***.
I have a debit card with account now that was stolen from me on 2/16/2018 I called and reported my card stolen with them on 2/16/2018 the told me to call back on 2/22/2018 because there wasn't anything they could do until the chargers cleared .I called back on the 2/21/2018 they then told me to open a dispute and an investigation will be held in the mean time I had to file a claim with them and send the letter signed and dated back to them which I did.when I called today they claim there wasn't any error and I will not be getting my money back I have filed a police report about my stolen card and everything I need my money back because I go to work for it just like everyone else does I don't know who to turn to or where to go can you help
On February 16, 2018, . *** contacted AccountNow to report unauthorized activity on her card. The card was blocked and reissued to prevent further unauthorized activity. Being that the chargers were still pending, she was instructed to call back once the charges posted to file a claim. On February 20, 2018, . *** contacted AccountNow to file the claim. Please note that cardholders are also informed that they have the option to send in a written notice of any transactions being disputed.
On February 22, 2018, it was determined by AccountNow that the cardholder would not be granted a credit for her dispute. Based on the information provided by the cardholder and information obtained within our internal records, AccountNow has determined that no error occurred. Per the investigator, the account activity, the geographical location of the charges, and the dispute timeline were considered during the investigation. This was enough for the claim to be denied.
On February 22, 2018, 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.
AccountNow apologizes for any inconvenience . *** has experienced. Should . *** have any additional questions or concerns, she may contact AccountNow directly at ***.
I’ve had account now for a while, and recently someone took a picture of my debit card and was making transactions with my debit card without my consent . I called account now and canceled my card and I wanted to dispute the charges there was a hold on my card for 205$ for foot action 9$ for a lyft and 17$ for dominos I did not purchase any of these items. I called account now explained the problem they canceled my card but said I couldn’t dispute my charges until it’s completely gone through. The dominos and lyft purchase went through but foot action (205) had a hold on my card. So I let that go they gave me a one time chance to get the rest of my money off my card. I go to Walmart get it off . So the next day I called to check the update because they said they would send me a new card mind you I get paid 02/28/18 from my job. So they told me a new debit card is 25$ I said forget that .. I got another bank and ask them could they transfer my money they said no . I ask them could they reopen my account so I can get my money they said they need my approval I said I’m giving you my approval they say I have to send them my drivers license and social with proof of address . So I was getting frustrated I said ok is there another way she say my employer have to send a referral letter and they will send the money back to them and I have to deal with my employer not to mention I still haven’t received my 205$ my 9$ or my17$ or my paycheck that I receive 2 days early that my employer told me they been fax over the regal letter and they keep denying that they got it .. please help me I move March 1 and have to pay rent the day I move in I was counting on my paycheck
On February 22, 2018, Ms. contacted AccountNow to report unauthorized activity on her card and to order a replacement. The cardholder was required to answer security questions to process the request; however, the cardholder 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 cardholder’s documents were first received on February 26, 2018. The documents were reviewed the next day and the account was reinstated. On March 1, 2018, AccountNow determined that Ms. would be granted full credit for her claim. A letter has been sent to her 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. Ms. will be issued a check for the balance of her account.
AccountNow apologizes for any inconvenience Ms. Evans has experienced. Should M. *** have any additional questions or concerns, she may contact AccountNow directly at ***.
Complaint: ***I am rejecting this response because:Account now is lieing I called yesterday to see if they had sent out my check because they said it would take 5 weeks to get here which I think it’s unfair to wait that long for a check so I asked account now does it say that you guys mailed me out something the representative responded no. So at this point I am furious because they have not sent out my check nor did they send me document reguardng my claim I haven’t gotten anything back from them but a hard time receiving my funds that was already reimbursed to my card. I ask them can they reopen my account and they said they could if I sent in proof of address and driving license I faxed it to them they told me they received it and they still wouldn’t reopen my account they said it was permanently closed. I also asked them about my pay check that I still have not received my employer sent my check to my closed account and account now told me I had to wait for them to return it back to the sender and I had to wait 3 to 5 days I got paid on 02/27/18 and I called them on Monday after 3 to 5 days they told me it’s 3 to 5 days not counting the weekend so I waited till Tuesday which is today I ask my employer have they sent the funds back they told me no. I called account now and they always have an excuse about my money I’ve been waiting for my paycheck from them for a week now and I’ve been waiting for them to release my disbursement check for 2 weeks and 3 days it is unfair and I really hate that bank there full of lies and I just want my money Sincerely
On March 1, 2018, AccountNow determined that Ms. would be granted full credit for her claim. A letter has been sent to her 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. Ms. will be issued a check for the balance of her account.
On March 14, 2018, Ms. was expedited for the balance of her account. The check is scheduled to arrive by March 15, 2018.
AccountNow apologizes for any inconvenience Ms. Evans has experienced. Should M. *** have any additional questions or concerns, she may contact AccountNow directly at ***.
Revdex.com:I have reviewed the reysponse made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I also received my check from account now although it took 2 months to get it I am grateful for your help thank you!Sincerely
I became a customer of accountnow*** with the promises of their company had customer service representatives Sunday thru Saturday but to my avail they only have automation recording help no live service as the representative promised. They also hold on to funds that have been put on hold for reservations longer than any other prepaid card I've ever dealt with. I'm currently homeless and I needed my SSDI Income the two days before everyone else got their government income. Instead we lost the apartment and now currently longing for another landlord. I couldn't even get the headquarters address and phone number from one of the reps. I'm personally disappointed in their false advertisement, high fees, and as long as it's not me attitude. I'm waiting on my SSDI Income and they seem to want to hold on to my finances as long as they can. I will not ever recommend this lying, phone fake promising company to any of my friends or relatives.
Ms. contacted AccountNow several times between the dates of February 13, 2018, and February 16, 2018, regarding a deposit and fees. Each time she was informed that AccountNow did receive the notification of a test deposit from the Social Security Administration; however, there were no deposits pending. Ms. also spoke with supervisor regarding her account.
Please note, deposit posting times for Bancorp accounts are 1:30AM, 6:30AM, and 4:00PM central standard time. Cardholders are also encouraged to check the status of deposits online at ***. If a deposit does not post within the expected time, cardholders are advised contact the originator of the deposit. Also, all fees are clearly described in the Cardholder Agreement that is included in the Card package and can be reviewed online at ***.
Customer Service agents are available to answer calls 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. Tibbetts has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at ***.
I had a comprised card with company in Jan 2018. The card was replaced and new card was issued and activated. On Feb. 24, 2018 a transaction for $1106.XX was allowed to withdraw funds from account. The representative transferred me to a manager and no one was willing to assist with this unauthorized transaction. I also contacted merchant, Sprint, and the refused to reverse transaction. Accountnow informed me that since I previously used this card with merchant that the transaction was pending and they could not reverse it. In addition, I received an email from Accountnow on Jan. 30, 2018 stating that once new card was opened that old card would the old card could no longer be used. All I want is my money back in my account for this purchase that I did not authorize at all. Why send replacement card if the old card is still linked to the account and can be used. I've used Accountnow for years, but I'm truly disappointed in how this turned out.
On February 26, 2018, Ms. contacted AccountNow to report unauthorized activity on her card. An agent assisted Ms. with filing a claim, her card was blocked and reissued to prevent further unauthorized activity. Ms. was given the time frame for the dispute investigation. Please note that cardholders are also informed that they have the option to send in a written notice of any transactions being disputed.
Per the Cardholder Agreement, if you think an error has occurred with your card, 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 provide a credit to your Card within 10 business days for the amount you think is in error, so that you will have the use of the value during the time it takes us to complete the investigation. If we ask you to put your complaint or question in writing and we do not receive it within 10 business days, we may not credit the Card. For errors involving new Cards, point-of-sale or foreign initiated transactions, we may take up to 90 days to investigate your complaint or question. For errors involving new Cards, we may take up to 20 business days to provisionally credit your Card for the amount you think is in error. We will tell you the results within three business days after completing our investigation. If we decide that there was no error, we will send you a written explanation. You may ask for copies of the documents that we used in our investigation. If you need more information about our error resolution procedures, call us at *** or the number on the back of your Card or visit goldvisa.accountnow.com.
AccountNow encourages Ms. to complete the written notice and return it to help in the investigation of the claim. She may also contact the merchant if she has any questions regarding the charge.
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: the card used was not supposed to be open and valid per your attached email. I will allow the 10 days for you to research and rectify this issue. I have contacted merchant and they are refusing to reverse this transaction. This issue occurred due to card ending in 5940 not be deactivated by your company and this needs to be fixed.Sincerely
On March 5, 2018, it was determined by AccountNow that the cardholder would not be granted a credit for her dispute. Per the investigator, the cardholder had an established pattern of card usage with Sprint. The transaction in question appears to be an attempt to collect and outstanding debt by Sprint. This was enough for the claim to be denied.
On March 5, 2018, 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. Ms. may also contact the merchant, Sprint, if she has any questions regarding the charge.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at ***.
Tell us why here...
Complaint: ***I am rejecting this response because: regardless of my usage patterns with this merchant this card was suppose to be closed not active. Once my replacement card was sent and activated the account ending *** was not suppose to be open for transaction. AccountNow failed to deactivate card and this transaction is due there negligence. I've contacted the merchant and they are refusing to refund. If AccountNow is refusing to fix there error I will have to pursue other options.
Sincerely
They are with holding my funds, refusing to do anything about it after I sent them all the info they wanted. Gave me the run around, lies, and constantly hanging up on me.
On February 21, 2018, Mr. received a tax deposit of over $10,000.00. The account was then blocked for further review of the deposit because it exceeded the $10,000.00 threshold set for AccountNow cards. We spoke with the cardholder February 22, 2018 and explained that he needed to send 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 February 22, 2018. The documents were reviewed the next day, and it was determined that he provided photo identification, social security card, and verification of deposit; however, valid proof of address would still be required.
On February 26, 2018, AccountNow received valid proof of address 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 ***.
I opened an Account Now account and have been placing monies into the account regularly for the past several months. I have made many withdrawals and deposits. My last direct deposit was my tax refund. I called customer service to let them know I would be taking out the full amount of the deposit and asked where I could go to do so. Customer service gave me the information I needed, and I tried to withdraw the funds. I was only able to pull out about 30% of the funds. At this point, my card was flagged for withdrawing a large amount and my account was locked. I did not receive a notice or call that the account was locked. I called customer service the next day and asked if there was a problem, and they said the account was locked because I made a large withdrawal. I reminded the customer service rep that I called prior to the withdrawal to inform them my intent was to withdraw 100% of it, less their fees. Customer service said I now needed to submit multiple forms of ID to unlock my account, and that it would take 10 days to unlock. I submitted all forms of ID requested the same day, and customer service verified that all forms of ID were acceptable. When I asked if she would unlock my account now, customer service said no, it will take 10 business days. I asked to escalate the call to a supervisor, and was hung up on. I had a small window to purchase a car and I informed them I would be taking out a large amount of money. I did this before I tried to withdraw the money specifically so my account wouldn't be locked. I am the account holder, I verified my identity, and 8 should not have to wait 2 weeks to have my account unlocked. Any of my other bank accounts do not have such an unrealistic roadblock.
The Card referenced in Ms. complaint was blocked on February 22, 2018 due to purchase cash back activity. We spoke with her February 23, 2018 and explained that she needed to send her photo identification and proof of address 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.
The cardholder’s documents were first received on February 23, 2018. The documents were reviewed March 1, 2018 and it was determined that the cardholder provided valid proof of address and her photo identification. Her account was reinstated.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at ***.
Complaint: ***I am rejecting this response because:
4 Points to make;
First, per the conversation I had with the Account Now customer service rep (CSR), Account Now had until 4pm on Wednesday, February 28th to review my documents and unlock my account. My account was not unlocked until Friday, 3-2-18.
Second, There was absolutely no reason to lock my account in the first place. Account Now indicated that they locked my account because I went to a store and requested cash back from my Account Now card. Prior to getting cash back from my card, I called Account Now ahead of time and informed them that I was going to make a large purchase and asked the CSR how I could withdraw a large sum without multiple swipes at ATM machines. The CSR told me exactly what to do and where to go to make a large withdrawal. I followed the CSR's instructions to the letter, and my account was locked as soon as I make my first withdrawal.
Third, After reading 700+ negative reviews of Account Now business practices, I immediately contacted the IRS (the entity who initiated the direct deposit of my funds). If it were not for the instructions I was given by the IRS employees to request the direct deposit be returned to sender and a "Letter of Research" requested by me to Account Now, my account would not have been unlocked.
I believe a deposit for 3966 was sent by the IRS to TurboTax, who then sent a direct deposit of 3799 to my Account Now account. However, only 3600 was made available to me and now Account Now has completely locked my account. Per Account Now's own response, they have the right to cancel my card, but they do NOT have the right to keep several hundred dollars of my money. After several calls to have Account Now send me a full list of deposits and withdrawals, I have yet to receive them.
Apparently Account Now thinks they can arbitrarily shut down accounts and keep any funds they wish.
finally,I have a audio recording of a CSR for Account Now telling me that my account should have NEVER be locked and she didn't even see a reason why it would have been locked.
Sincerely
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.
The cardholder’s documents were first received on February 23, 2018. The documents were reviewed March 1, 2018 and it was determined that the cardholder provided valid proof of address and her photo identification. Her account was reinstated.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at ***.
Tell us why here...
I have a online banking account with AccountNow. I I am staying at a hotel in Jacksonville Florida that incorrectly took funds off of my debit card on February 13th of this year, the day that they did that they realized it was a mistake and refunded the money back to my account. Account now informed me that it would stay in collection status until the 27th of February unless the hotel sent a cancellation letter stating that it was a mistake in which case the money would be refunded back to me immediately. A cancellation letter was faxed to AccountNow from my hotel at 12:30 p.m. on February 16th and I received a confirmation that the fax was received by AccountNow as fax number that they provided. I waited till the following Tuesday to contact them about the facts due to the weekend and President's Day on that Monday and they had informed me that they never received the fax. So I then fax them a copy of the cancellation letter again on Tuesday and on Wednesday and on Thursday morning with the number they provided, and I am still being told they have not received my fax. Whenever I ask to speak to someone in the department that handles the cancellation letters, the person on the phone rather it's a regular customer service associate or a supervisor that I request all tell me that they have no way of getting in contact with that department. Whenever I ask for the phone number to the corporate office to file a complaint they tell me that they have no way of getting in contact with their corporate office. The money was taken from my account incorrectly on February 13th, it is now February 22nd and I have sent them at least six cancellation letters and I still have not had my money returned to my account.
On February 15, 2018, . *** contacted AccountNow regarding pending transactions on his card from a hotel. He requested to have the funds credited back to his account, as he was not supposed to be charged. He was given the time frame for the holds to fall off and given the option to have the hotel fax over confirmation that they were not going to collect the pending amount. 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. Transactions at certain merchants that pre-authorize high dollar amounts, especially rental car companies and hotels, may cause a “hold” on your available balance for up to 90 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.
Following receipt of . *** complaint, on February 23, 2018, a supervisor from AccountNow’s corporate office was able to confirm the release of the authorization holds. On February 22, AccountNow received faxes from Candlewood Suites; however, there was not enough information provided to locate an account. Based on the confirmation from the merchant, the holds were credited back into the cardholder’s account.
AccountNow apologizes for any inconvenience . *** has experienced. Should . *** have any additional questions or concerns, he may contact AccountNow directly at ***.
I called first time to let them know it was not letting me change my address on there website and I was told there is nothing wrong with there site, they were able to change my address but I still needed my card mailed they made me pay 25.00 to expedite it. then they cancelled my old card and I was not able to use it when I spoke to 3 people and was told I could use it till my new card arrived. I called today cause obviously my card was not working, they only let me do a one time withdrawal, and only of 500. then I asked to speak to a manager. and he was useless, kept on saying there was not aple to do anything. this is my money I dont understand why they make it so difficult.
The Card referenced in Ms. complaint was cancelled on February 20, 2018, because the card had been sent to her old address. At that time, a new card was expedited for 3-day delivery to her new address. As a courtesy, Ms. was given access to withdrawal the $500.00 ATM limit from the balance of her account using an old card.
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. received and activated her new card on February 23, 2018.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at ***.
Lost my prepaid card and customer service has been refusing to send me a new one. I told them I just moved and provided my driver license with my lease to the new home I was told that wasnt good enough to get a replacement card sent there. Then provided them with a utility bill from the old address and they still wont send me a card. I have an active account with money scheduled to go in and money already in the account but I have no access. I have bills to pay and if im evicted I will sue all I ask is for a replacement card. I cant get anyone from the united states to talk to the customer service is in Ethiopia where they couldnt possible understand if you just moved into a home 2 weeks ago that you woulnt have any utility bills for that address.
On February 8, 2018, Ms. contacted AccountNow to report her lost card. She requested to have her address updated and a replacement card sent; however, the agent advised that 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 cardholder’s documents were first received on February 9, 2018. The documents were reviewed February 14, 2018, and it was determined that the cardholder provided a lease agreement and her photo identification; however, AccountNow determined that valid proof of address would still be required.
On February 20, 2018, AccountNow received photo ID and proof of address. At that time, a new card was expedited for 3-day delivery. As of February 22, 2018, the card has been received and activated.
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
A transaction was made on February 13 with Critchfield that was a problem with the billing address on the credit card so the transaction was never completed. I contacted the card company account now they said it would be 3 to 5 days before my money Would be released from the hold. I received an email on February 18 Stating that as of 4 PM to 18 2018 my balance was one $171.16. Before I noticed the email that account now official site sent me I contacted account now and had a heated conversation with one of the customer serviceRepresentatives I got very loud and was very hateful and hung up now I’m assuming as a punishment they’re holding my funds after they’ve already post to get back to my account apparently they took it back off I’m not sure what happened to it.In my opinion I think there’s some kind a fraudulent activity going on. I’ll talk to a woman named Ari and a man he didn’t give me his name I I asked both of them numerous times on a recorded conversation to speak with some authority figure to someone that could help me every time they said they would transfer me after about 15 minutes of me saying I wanted to be transferred they sent me back to the automated teller I never did speak with someone that would even help all they could do was tell me that there was a hold there was a hold which there’s no policy saying that the hold is going to be 20 days
On February 16, 2018, Ms. contacted AccountNow regarding a pending transaction on her card from Crutchfiel***. She requested to have the funds credited back to her account, as the transaction had not been successfully processed. She was given the date of February 28, 2018 for the hold to fall off and given the option to have the merchant fax over confirmation that they were not going to collect the pending amount. 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. Transactions at certain merchants that pre-authorize high dollar amounts, especially rental car companies and hotels, may cause a “hold” on your available balance for up to 90 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.
Following receipt of Ms.’s complaint, on February 23, 2018, a supervisor from AccountNow’s corporate office reached out to Crutchfield to confirm the release of the authorization hold. The merchant confirmed the transaction was not successful and they were not going to collect the money. Based on the verbal confirmation from the merchant, as of February 23, 2018, the hold was credited back into the cardholder’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 changed my direct deposit to this pre-paid account and my card was distroyed and need simple replacement card . dealing with their customer service line and not understanding plain english they have locked me out of my account . so for two weeks my payroll check has went into this account and they will not let me get to my money causing stressful mental and financial issues.they will not send me another card after telling them to take $25 for card in 3 days still no card they are reviewing the official documents I have sent them . this has continued for 3 weeks now. This company needs to be shut down seeing other reviews. my tax refund is going to this account so it is running into a few thousand dollars , they are getting away with fraud and stealing peoples money. they accepted refund but not letting bills withdraw , the same bills I used last month.
On February 12, 2018, Ms. contacted AccountNow to report her lost card. The cardholder requested to have her address updated and a replacement card issued. She was required to answer security questions to process the request; however, she failed the security questions and as such, the agent advised that 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 cardholder’s documents were first received on February 15, 2018. The documents were reviewed February 20, 2018, and it was determined that the cardholder provided her social security card and unverifiable photo identification; however, AccountNow determined that valid proof of address and photo identification would still be required.
Following receipt of this complaint, AccountNow reviewed Ms. Hughes’ concerns and determined that valid proof of address and photo identification is required.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at .
I file my taxes an had it direct deposit into my AccountNow Account, it's been approved and accepted by the irs and turbo taxes, but AccountNow has a restriction on my account without notified me, and I can't use my card anywhere. Account to figure out way my account been restricted and they told me I had to provide more documentation so they can see if it me and that it would take 72 hrs for the restriction to be uplifting and that was on Tuesday 02/13/2018 now it is Friday 2/17/2018 and they still have the restriction on my account. I am furious that they are going to take my whole Income Taxes and that they are scammers!! PLEASE HELP ME!!
On February 8, 2018, Ms. received a deposit of $1353.00 that appeared to be in different name. The account was then blocked due to notification of name mismatch for the deposit. We spoke with the cardholder February 13, 2018 and explained that she needed to send identification documents 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.
The cardholder’s documents were first received on February 13, 2018. The documents were reviewed February 20, 2018 and it was determined that the cardholder provided photo identification, her social security card, and deposit verification; however, AccountNow determined that valid proof of address would still be required. That same day, we received additional documentation from the cardholder which included a paystub, but AccountNow determined that valid proof of address would still be required.
Following receipt of this complaint, AccountNow reviewed Ms. concerns and determined that valid proof of address is required.
AccountNow apologizes for any inconvenience Ms. has experienced. Should Ms. have any additional questions or concerns, she may contact AccountNow directly at .
Hello Revdex.com, The problem is AccountNow never told me why my account was restricted in the first and still until this 02/23/18 I'm just hearing from Revdex.com that my name mismatch, I'm not sure how if IRS approved my refund with the exact name as it appear on my DL and SS and all other documents that was sent to AccountNow. Also it's an issue with AccountNow releasing my refund do to utility bill,bank statement or phone bill not in my name. and I told them it's in my boyfriends even though I'm on the lease, it's still my home as well and there tellin me a utility has to be in my name in order to recieve my funds, this is getting to be rediculous to me all I want for them to do is let me use my card. I'm also a former customer of this company and never had to endorse this much stress over my own money. So updates documents that has been sent to this company. SS,DL,paystubs,W-2,Tax form,lease agreement and even a utility bill in my boyfriend name to show proof that's it's in his name not mine. And if that's not a enough to prove that Im who I say I am I don't know what to say. Now I thinking do I really have to go always to the utility bill company an get them to add my name to the bill with my boyfriend just to get approve to use funds that ode posit but never got to spend a dime of it is sad!! I need help in being able to use my card ASAP thank you
I’ve used this company for some time now having my employer directly depositing my hard earned Paychecks to the account. Upon trying to use the card(September 2017), I had a issue. I was instructed to contact the company to see what the problem was. When I called them they said that the issuing bank had closed and I’d have to send in documentation to prove my association with them. I did, personal information. Then they said it would take 72hrs to verify. If everything checks out there would be a paper check refundable to me. Called back to the company after the 72hr wait for a update and now I’m told that a recall letter from my employer is needed (the original sender). I had my employer call them to get exact information needed and they faxed in the documentation requested on December 7,2017. I was told that a check was mailed out then. It would take 3-5 wks before the check would arrive. I’ve waited and waited and still no check but when I called the card balance number, no longer was the money on the card. I contacted the company to get answers and again for the sixth time was told that they would escalate the issue and someone would call me. No one has called yet. Every time I contact the company they are saying the same thing they have to escalate it to a higher department and they would give me a call. I’m going through some of the complaints and it seems that I’m not the only one who doesn’t trust them and I not the only one who keeps getting the run around. It didn’t take a lot to get the debit card from them but it’s definitely taking even more to get them to refund monies that doesn’t belong to them. This company has caused many hardships and they have to be held accountable. It’s like robbery and that’s against any good standing citizens rights.
On September 12, 2017, the Ms. account was closed by Meta, the issuing bank for the card, because it was determined that the account is not in compliance with the bank’s internal policies and customer agreement provided at the account opening. The funds were to be made available for recall by the originator, or a check could be sent to the customer with verification documents. Please note, per the terms and conditions, AccountNow may cancel or suspend a card at any time.
The cardholder’s documents were first received on October 20, 2017. The documents were reviewed October 23, 2017 and it was determined that the cardholder provided proof of residency; however, ID and valid proof of address would still be required.
On November 16, 2017, AccountNow received photo ID and proof of address. On December 7, 2017, a check was issued to the cardholder; however, the check was returned to AccountNow.
Following receipt of Ms. complaint, on February 21, 2018, a supervisor from AccountNow’s corporate reviewed her concern. At that time, a refund check for $ $314.88 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 .