Healthcare Employment Partners

On April 8, 2014, the cardholder contacted AccountNow and filed a dispute indicating transactions were unauthorized On April 17, 2014, an AccountNow investigator concluded its investigation and determined the following: The cardholder is disputing transactions on two accounts on two different card numbers with Ready Debit The PIN was established on both cards on March 17, 2014, and the PIN was memorized per the cardholder There were not any PIN failures on both cards The account was initially funded on April 2, through April 4, 2014, with an initial Green Dot cash loads totaling $3, There were not any balance inquiries on the account after the cash loads were applied, yet the funds were depleted The card was lost on April 7, 2014, and the disputed transactions occurred the same day The disputes $2,transaction occurred at Walmart store number Walmart is willing to compare a picture of the cardholder to the store film The investigator spoke to the cardholder on April 7, 2014, and requested that the cardholder submit his photo identificationThe cardholder acknowledged, however he still has not responded to the request Based on the facts available to us, we do not find that an error has occurred On April 18, 2014, the dispute final resolution letter was mailed to the cardholder In regards to the second dispute filed, on October 24, 2014, the cardholder contacted AccountNow and filed a dispute indicating transactions were unauthorized On November 28, 2014, we received the cardholder’s written notification On October 31, 2014, an AccountNow investigator concluded its investigation and determined the following: An initial $Money Gram cash load was applied to the account on October 20, 2014, at 3:p.mCST, and the first disputed transaction followed one hour and twelve minutes later The disputed $transaction occurred on October 22, 2014, at 7:a.mCST The cardholder accessed his account balance and transaction history six minutes later from the telephone number in our records and of the disputed transactions had already occurred During that same call the cardholder changed the PIN and the disputed $transaction followed one minute later The cardholder accessed his account balance and transaction history again on October 22, 2014, at 2:p.mCST and the disputed $transaction followed six minutes later Based on the facts available to us, we do not find that an error has occurred On November 3, 2014, the dispute final resolution letter was mailed to the cardholder On November 26, and January 5, 2015, the cardholder contacted AccountNow requesting a callback from the investigator, the agent reached out to the telephone number on file and the voicemail box was full, we were unable to leave a messageThe cardholder may contact AccountNow with any remaining questions at (866) 925-2036.Tell us why here

Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ On 12/22/the customer reported her card was lostThe card was restricted and a replacement card was generatedThe customer verified the address and requested expedited shipmentThe customer was advised of the expedite fees and agreed to pay themThe replacement card was sent Federal Express deliveryFederal Express shows the replacement card was delivered on 12/24/at 10:03AM On 12/30/the customer reported that the card was not receivedThe customer verified the address and again agreed to the fees for expedited processing and shipping On 1/4/the customer received the replacement card The fees assessed for expedited processing were disclosed to the customer and the customer agreed to pay themThe customer also confirmed the address for shipment and the cards were shipped to the addresses provided by the customer Based upon the information that is available to us, no credit is dueOn 1/6/a message was left for the customer at the telephone number listed in the complaintThe customer may contact us at (XXX) XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Everything explained above is accepted and already knownThe shipment said that it was delivered but never signed for by a residentMeaning it was not confirmed that delivery was madeI was asking Ready Credit to offer the credit for customer satisfaction as it was not my fault that I had not received my replacement cardThe formalities of their delivery process or contractual obligation with a 3rd party is not accepted and I feel needs to be reviewed Thank you Final Business Response / [redacted] (4000, 9, 2016/01/11) */ The cost for delivery is the cost assessed by Federal ExpressWe verified the information with the customer and the customer agreed to pay the feeWe are unable to credit the customer

Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ On 12/27/the customer reported a lost card and a replacement card was issuedThe customer requested the card be expedited and agreed to the $feeThe card was shipped on 12/29/ On 12/30/the customer reported that the card had not been received and requested a replacement card be expedite shipped to herThe customer was advised that the $fee would be assessed and she agreed to the feeThe card was mailed on 12/31/the card was activated on 1/4/ On 1/21/we provided a courtesy credit of $to the customer account due to an error which caused the first replacement card to be shipped with an incorrect zip codeOn 1/22/16, we called the customer and we issued a second $courtesy credit to the customer because her replacement card was not delivered within the promised business day timeframe as described on 12/27/ The customer acknowledged that if she requests expedited processing in the future, expedite fees will be assessedThe customer stated that she was satisfied with the outcome of her complaint

Initial Business Response / [redacted] (1000, 7, 2016/01/01) */ On 12/28/15, AccountNow received complaint XXXXXXXXUpon review of the customer history, we identified an open account, five closed accounts and three incomplete applicationsThe last interaction with the customer occurred on 4/29/At that time, the customer requested assistance with the User Name established for Online accessThe issue was resolved and the customer has had unlimited access to the account since then The customer may contact us at (XXX) XXX-XXXX with any remaining issues

Tell us why here On March 14, 2017, the cardholder contacted Ready Debit to find out what his usage limits were and requested them to be increased The agent advised of the limits and advised that the limits could not be increasedThe cardholder requested to be transferred to a supervisor The cardholder indicated that he needed to remove $3,000.00, and the supervisor advised the cardholder of the various options of removing the funds On March 15, 2017, the cardholder received an ACH tax deposit in the amount of $The cardholder made a Cash Advance transaction with the merchant [redacted] for $and was assessed a $service charge This fee is 3% of the amount withdrawn* On March 16, 2017, the cardholder made a second Cash Advance transaction with the merchant [redacted] for $and was assessed a $service chargeThe cardholder contacted Ready Debit indicating that he was missing funds The agent advised the cardholder the missing funds in question were the ATM fees and the service fee for the cash advance transaction The cardholder requested that the fees be waived and the agent advised that the fees were valid The cardholder requested to speak with a supervisor and the supervisor advised the cardholder of the fees, daily limits and options of taking the funds off of the account, the cardholder was provided with the cash back options and advised that on the next business day the limits would refresh The cardholder wanted the cash advance fee to be waived and the agent advised that the fee was valid and it would not be The fees that the cardholder has assessed are valid and are listed in the cardholder agreement which are being attached to this response On March 17, 2017, the cardholder contacted Ready Debit regarding two authorization holds from the merchant [redacted] The agent advised the cardholder of the date the hold’s was due to expire as the transaction’s had not posted The agent advised that if the merchant provided a hold authorization release letter advising us to release the hold it could be released The cardholder refused to obtain the letter as he wanted the hold to release right away The cardholder indicated that it should only be one transaction for $and not two as he was double charged The agent submitted a request to have one of the authorizations released On March 20, 2017, Customer Care received the request to release one of the transactions, however the transactions posted to the account on March 18, On March 25, 2017, Customer Care advised the cardholder that the merchant [redacted] on March 18, The agent offered to file a dispute due to the double posting and the cardholder requested a managerThe supervisor filed a dispute for the cardholderThe cardholder may contact AccountNow/Ready Debit with any remaining questions at (866) 925-

On March 3, 2017, the account was restricted due to purchase cash back activity The cardholder was requested to send in verification documents to include a copy of the photo identification card and a utility billThe cardholder contacted AccountNow regarding a declined transaction and the agent advised the cardholder of the restriction on the account The agent advised the cardholder of how to provide the documents, via fax or the upload site and the review timeframes The cardholder indicated that she also wanted to update the address On March 6, 2017, the cardholder contacted AccountNow for follow up on her document review The agent advised the cardholder that there were no updatesThe cardholder was upset that there were not updates The timeframes for review is within hours, however, due to the high volume of documents during tax season the review timeframes can be a bit longerThe cardholder advised that she would be reporting us to the Revdex.com On March 7, 2017, we reviewed the cardholder‘s documents to include a photo identification card and her car registrationThe agent requested that the cardholder provide a utility bill On March 8, 2017, the cardholder contacted AccountNow regarding the document review and was advised to send in a utility bill On March 9, 2017, we reviewed the cardholder’s Medical Insurance document as proof of address and the agent again requested a utility bill On March 10, 2017, upon receipt of the complaint, the Risk Department re-reviewed the cardholder’s documents and deemed them valid We contacted the cardholder at the telephone number provided, we verified the demographics on the account, updated the address and reestablished the account We apologized for the inconvenience the cardholder experienced On March 15, 2017, we issued the cardholder a $courtesy credit to card ending in [redacted] due to the delay in removing the restriction from the card on 3/7/when the initial documents were provided The cardholder may contact AccountNow with any remaining questions at [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/26) */ On 1/15/the customer account was restricted for verificationOn 1/21/the verification was completed by AccountNow and the customer restriction was removed On 1/22/a message was left for the customer to address any additional issues The customer returned the call and left a messageOn 1/25/a second message was left for the customerThe customer may call us at (XXX) XXX-XXXX with any remaining questions or concerns

Initial Business Response / [redacted] (1000, 5, 2016/01/29) */ On 1/16/the customer contacted AccountNow and filed a dispute for the 1/16/$transactionThe customer stated that the transaction was unauthorized The disputed $transaction occurred with [redacted] [redacted] confirmed the email address in their customer record matches the customer email address in our customer record [redacted] offers a day trail for $The trial was established on 1/1/and the $fee was assessedThe trial was not cancelled and [redacted] assessed $on 1/16/ With the facts available to us, we do not find that error has occurred and the dispute was deniedOn 1/21/a denial letter was sent to the customer On 1/26/we called the customer and the customer stated that she cancelled her trial and she should not have been chargedThis is different than the original dispute description that the customer providedBased upon the facts available to us, we do not have recourse and the customer will need to contact the merchant for credit

Complaint: ***I am rejecting this response because:I am willing to send my photo i.d in and I want it to be investigated and I did not make any of the transactions nor were they authorized and they can give me a call at *** *** *** thank you Sincerely,*** ***

Initial Business Response /* (1000, 7, 2015/10/27) */
This customer has two accountsOne of the accounts has a $balance and is inactive and the second account is restricted due to verification failureThe customer was requested to send her photo identification, her signed Social Security card
and a current utility billThe customer had provided her signed Social Security card only
The customer states in her complaint that the fee for an expedited replacement card is $The correct fee is $
On 10/13/15, a call was placed to the customer at the telephone number on fileThe customer was asked verification questions which she answered correctlyThe customer stated that she was in the process of moving and would have a new permanent address in a weekThe customer asked why she was required to verify her identity and address for a prepaid card accountWe advised the customer that customer verification is required by the USA Patriot ActThe customer stated she would provide a clear copy of her Driver's LicenseWe advised the customer that a change of address will require a current utility bill, the customer stated she would provide when she is settled at her new addressThe customer provided the copy of her Driver's License and the restriction was removed

On May *** ***, the cardholder contacted AccountNow regarding a pending transaction on her account from the merchant *** *** *** in the amount of $94.08. The agent advised the cardholder in order for the hold to be released sooner than the scheduled date the merchant would need to
provide a hold release letter. The agent provided the cardholder with the fax number for the merchant to send the letter to. The cardholder contacted AccountNow several times to see if the fax regarding the hold release had been received and processed. The agents advised each time that the letter had not been received and what the processing timeframes were once the letter was received and processed
On May **, 2017, the cardholder contacted AccountNow regarding the status of a hold release letter that she indicated the merchant sent on May *** ***. The agent advised the cardholder that nothing had been received regarding a hold release and the cardholder requested to speak with a managerThe manager advised the cardholder that a letter had not yet been receivedThe cardholder continued to call throughout the day for an update and was advised that a hold release letter had not been received from the merchant *** *** ***
On June *, 2017, the Customer Care Research team received and processed the hold release from the merchant *** *** *** for $The cardholder may contact AccountNow with any remaining questions at *** ***

The AccountNow prepaid debit card account has a balance limitOn 2/8/the customer exceeded the limit and the account was restricted
On 2/11/we provided the customer with the reason for the restriction and the customer was advised to provide AccountNow with identity, address and
deposit verification
On 2/15/the customer provided identity documentation and was advised that we still require address and deposit verification
On 4/20/we called the customer at the telephone number provided in the complaintWe were unable to reach the customer and we left a message with our contact informationThe customer may upload the remaining documentation to: *** or fax to: *** ***
The customer may contact AccountNow at *** ***

On July 13, 2017, the cardholder contacted AccountNow and filed a dispute indicating transactions were unauthorized
On July 24, 2017, we received the cardholder’s written notification
On July 25, 2017, an AccountNow investigator concluded its investigation and determined the
following:
The cardholder is disputing charges occurred on July 8, to July 9, 2017, per the initial call made by the cardholder when dispute was submittedIt appears that the card is still in the cardholder’s possession since the cardholder has a valid PIN based transaction and it's from WAL-MART SUPER for $ posted on July 8,
This transaction occurred in between the disputed transactions
The account has a prior transaction from *** * *** *** ** ***, which indicates that the cardholder have done business with *** previously, therefore the cardholder could have possibly made the disputed transactions
Funds were not drained immediately
Based on the facts available to us, we do not find that an error has occurred
On July 26, 2017, the dispute final resolution letter was mailed to the cardholder
On July 28, 2017, the cardholder contacted AccountNow regarding an update on the dispute and the agent advised a final resolution letter was mailed to the cardholder at the address listed on the account
On September 6, 2017, upon receipt of the complaint an investigator re-reviewed the dispute denial claim and determined:
The cardholder claims the card was stolen and there are multiple unauthorized transactions on her account from multiple merchants
The cardholder has no prior transactions with any of the disputed merchants
We contacted MBI Pro Biller and the merchant states the cardholder’s name, address, or email does not match to what they have in their records and can’t link the cardholder to the transaction
The cardholder confirmed the last transaction made was on July 8, at*** for $58.45, the transaction from *** for $occurred prior to the last valid transaction
The transaction from*** for $was added to the claim in error
There were declined/attempted transactions made on the card after it was blocked, which indicates someone was unware the card was blocked but still trying to use it
Later this day, the investigator attempted to reach out to the cardholder at the telephone number provided to advise that we have issued the cardholder a credit in the amount of $The cardholder may contact AccountNow with any remaining questions at*** ***

On April 8, 2014, the cardholder contacted AccountNow and filed a dispute indicating transactions were unauthorized
On April 17, 2014, an AccountNow investigator concluded its investigation and determined the following:
The cardholder is disputing transactions on two accounts on two
different card numbers with Ready Debit
The PIN was established on both cards on March 17, 2014, and the PIN was memorized per the cardholder
There were not any PIN failures on both cards
The account was initially funded on April 2, through April 4, 2014, with an initial Green Dot cash loads totaling $3,
There were not any balance inquiries on the account after the cash loads were applied, yet the funds were depleted
The card was lost on April 7, 2014, and the disputed transactions occurred the same day
The disputes $2,transaction occurred at Walmart store number Walmart is willing to compare a picture of the cardholder to the store film
The investigator spoke to the cardholder on April 7, 2014, and requested that the cardholder submit his photo identificationThe cardholder acknowledged, however he still has not responded to the request
Based on the facts available to us, we do not find that an error has occurred
On April 18, 2014, the dispute final resolution letter was mailed to the cardholder
In regards to the second dispute filed, on October 24, 2014, the cardholder contacted AccountNow and filed a dispute indicating transactions were unauthorized
On November 28, 2014, we received the cardholder’s written notification
On October 31, 2014, an AccountNow investigator concluded its investigation and determined the following:
An initial $Money Gram cash load was applied to the account on October 20, 2014, at 3:p.mCST, and the first disputed transaction followed one hour and twelve minutes later
The disputed $transaction occurred on October 22, 2014, at 7:a.mCST
The cardholder accessed his account balance and transaction history six minutes later from the telephone number in our records and of the disputed transactions had already occurred
During that same call the cardholder changed the PIN and the disputed $transaction followed one minute later.
The cardholder accessed his account balance and transaction history again on October 22, 2014, at 2:p.mCST and the disputed $transaction followed six minutes later
Based on the facts available to us, we do not find that an error has occurred
On November 3, 2014, the dispute final resolution letter was mailed to the cardholder
On November 26, and January 5, 2015, the cardholder contacted AccountNow requesting a callback from the investigator, the agent reached out to the telephone number on file and the voicemail box was full, we were unable to leave a messageThe cardholder may contact AccountNow with any remaining questions at (866) 925-2036.Tell us why here

On July 10, 2017, the consumer contacted AccountNow by mail advising that he did not apply nor authorize this account to be openedThe consumer advised that his tax preparer opened this account without his permission
On July 19, AccountNow contacted the consumer at the telephone number
providedWe advised that we have closed all AccountNow accounts which we have identified for the consumerWe have also blocked the consumer’s name and Social Security Number in our system to prevent the opening of any new accounts at AccountNowWe recommend that the consumer file a police report with law enforcement and contact the Internal Revenue Service in regards to the case of identity theft We also recommend that the consumer contact the credit bureau agencies to identify additional accounts that may have been opened at other financial institutions The consumer may contact AccountNow with any remaining questions at (*** *** *** ** *** ***

As indicated in the initial response the cardholder was advised of the various options of how to remove the funds from the accountOn March 14, 2017, the cardholder indicated he needed to remove $as he wanted to purchase a carEach time the cardholder called in on March 14th, March 15th , March 16th, and March 17, he spoke with AccountNow/Ready Debit agents and supervisor’s and never with a telemarketing service. Specific Fee dollar amounts were not discussed, however, on March 16, 2017, the cardholder was advised that the fees were valid as stated in the cardholder agreement terms and conditions and that for cash advance transactions there will be a 3% charge of the amount withdrawn. We have included a copy of the cardholder agreement with the response indicating the feesThe cardholder may contact AccountNow/Ready Debit with any remaining questions at *** ***Tell us why here

Initial Business Response /* (1000, 5, 2016/01/06) */
ReadyDebit cards are subject to anti-fraud controlsOn 12/26/the two accounts opened by the customer were restricted for research On 1/5/16, the research was completed and the restrictions were removedOn 1/5/16, the customer accessed the
funds on both accounts
AccountNow-ReadyDebit does not disclose anti-fraud control details as this would compromise the effectiveness of the controls
We apologize for any inconvenience experienced by the customer
Initial Consumer Rebuttal /* (2000, 7, 2016/01/07) */
Thank you for your involvementYesterday I received a call from Readydebit stating the funds were releasedAn hour later I made my first attempt to pay my electric bill and the cards were declinedAfter many calls and three attempts to pay my electric bill and most of my day wasted, I was finally able to get the cards to go through @ 4:37pm 1/5/days laterIt must have been your involvement that released the fundsThank you so muchI will never again use or buy a prepaid card againI will wait until my bank opens and deposit my cash and use my bank cardThanks again
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
They don't explain that on the card and I also called the company before the purchase was made and " Their " company telemarketing service told me that it was FREE to with draw an amount of $1,as long as it was from a bank so I proceeded to follow the rules and regulations provided by Ready Devit's company Also after they stole over $from me then they tell me that the bank I went to is inside a Walmart and I can get the remainder of my money off the card for $but they charged me $twice before letting me the paying customer these options it's a SCAM company Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/12/09) */
On 12/8/Ms*** stated that her Money Network Account is a pre-paid card accountShe has her paycheck deposited into the account and then she transfers the funds to her Chase accountMs.*** stated that she had been performing these
transfers without incidentMs*** stated that she did not intentionally transfer the funds into an AccountNow managed account
We advised Ms*** that we can confirm that the two deposits she described had posted to the account, however the money had been removedWe advised Ms*** that we require a subpoena or other court order from law enforcement to release account records and that she may want to consider filing a police report
Money Network advised AccountNow that Ms.*** was reimbursed for her loss
Initial Consumer Rebuttal /* (2000, 7, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The representative I spoke with was helpful and offered to be of assistance to resolve this matter if I should seek resolution from law enforcement

Initial Business Response /* (1000, 5, 2016/01/26) */
On 1/15/the customer account was restricted for verificationOn 1/21/the verification was completed by AccountNow and the customer restriction was removed
On 1/22/a message was left for the customer to address any additional issues
The customer returned the call and left a messageOn 1/25/a second message was left for the customerThe customer may call us at (XXX) XXX-XXXX with any remaining questions or concerns