ComplaintsforAccountNow, LLC.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a refund from Ticketmaster for $580 on Oct. 26, 2022. Ticketmaster provided me with ARN #*********************** and confirmed it has been sent ( original card of purchase which was my AccountNow). However accountnow states they never recieved a refund and that they cannot search up the provided ARN #. It's still the same account as when I bought the tickets Account Number **************, Routing Number *********. I am seeking my refund of $580 from AccountNow. I've called them several times and they keep making up different stories each time and this has been ongoing since Nov. 2022

  Business response

  05/01/2023

  May 1, 2023,                       ELECTRONIC --- NOT MAILED  
  
  Better Business Bureau, ****
  PO Box 218
  ***********, ** 94577
  
  Re: ************************* (*****************************)                                                         Complaint ID: ********
  
  
  Overview of Complaint:
  
  According to the complaint you state you had a refund from Ticketmaster for $580 on October 26, 2022. You said Ticketmaster provided you with the transaction number and confirmed it was sent to your original AccountNow card. You claim after contacting customer service, you were advised that no refund was received. You said you have called several times and keep getting conflicting stories regarding the status of your refund check. You are requesting your refund check be sent.
  
  The results of AccountNows investigation are as follows: 
  
  Records show that you contacted customer service on November 10, 2022, regarding a refund credit from Ticketmaster for $567.00 on an old card ending in ****. The agent advised you it will show on the new card once received. On November 28, 2022, you called and informed the agent that it was made on an old card 3 years ago. You were advised to contact the merchant. You called again on November 29, 2022, and stated the refund was for October 25, 2022. You called on December 23, 2022, and the agent advised you that the refund was denied because it was not able to be posted. On January 4, 2023, you called to check on the status and the agent referred you to the merchant. On May 1, 2023, an AccountNow corporate team member contacted you to advise you that the issue has been escalated for further research and you would be contacted once a resolution was determined.
  
  AccountNow is sorry for any inconvenience that you may have experienced. The complainant may contact AccountNow directly at ************** with any remaining questions.
  
  
  Sincerely,
  
  AccountNow

  Customer response

  06/01/2023

   
  Complaint: 19973279
  
  I am rejecting this response because:

  After May 1, 2023 I was told from Account Now, "that the issue has been escalated for further research and you would be contacted once a resolution was determined." but was never contacted back. So I contacted the info given from account now (AccountNow is sorry for any inconvenience that you may have experienced. The complainant may contact AccountNow directly at ************** with any remaining questions.) on May 4, 2023 and was told that a check will be mailed to me and will arrive no later than May 24, 2023. Today is May 31, 2023 and still have not received a check. I have called account now 2-3x since May 23, 2023 and keep getting told that my check should arrive shortly. Today is June 1, 2023 and still have not received a check. 
  
  Sincerely,
  
  *****************************

  Business response

  06/07/2023

  June 7, 2023,                      ELECTRONIC --- NOT MAILED  
  
  Better Business Bureau, ****
  PO Box 218
  ***********, ** 94577
  
  Re: ************************* (*****************************)                                                         Complaint ID: ********
  
  
  Overview of Complaint:
  
  According to your rebuttal complaint, after May 1, 2023, you were that the issue was escalated, and you would be contacted once a resolution was determined. You claim you were told that a check would be mailed, and you should receive your check no later than May 24, 2023. You state to date you have not heard back. 
  
  
  The results of AccountNows investigation are as follows: 
  
  Records show that a check was not processed.On June 7, 2023, a request was escalated to expedite the check for $580.00 via ****** Once the check is processed, please allow 1 to 2 business days to receive.
  
  AccountNow is sorry for any inconvenience that you may have experienced. The complainant may contact AccountNow directly at ************** with any remaining questions.
  
  
  Sincerely,
  
  AccountNow

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to get a new card in the mail from account now so I cant get my money off from it and they refuse to send me a new one. They keep giving the run around and telling me I need to send a copy of my drivers license and a piece of mail with my address on it and I have they still refuse to send me a new one and keep telling me its not clear and it clearly is clear. I have sent these copies over to them 5 or 6 times now and they still refuse to send me a new card or a check. They keep taking the monthly fee of $9.95 a month and has been since December 2022 when my card expired this is theft. Please help!

  Business response

  04/21/2023

  April 21, 2023,                    ELECTRONIC --- NOT MAILED  
  
  Better Business Bureau, ****
  PO Box 218
  ***********, ** 94577
  
  Re: ***********************;                                                                Complaint ID: ********
  
  
  Overview of Complaint:
  
  According to the complaint you filed, you have been trying to get a replacement card and claim AccountNow refused to send one. You said you have sent documents over 5 times,but you are constantly told that you need to send in a copy of your driver license and a piece of mail with your address on it. In addition, you state that you are continuing to get assessed monthly fees of $9.95 since December 2022. You are requesting a refund.
  
  The results of AccountNows investigation are as follows: 
  
  Records show that you contacted customer service on January 4, 2023, regarding a replacement card for the card that expired. You mentioned you had a new address and the agent told you that verification documents were needed. You were asked to submit a copy of your ID and proof of address. A valid ID was received on March 27, 2023. However, proof of address submitted was not valid. During the timeframe of waiting for documents to send a replacement card, the AccountNow Program has closed. Once valid proof of address is received a check for the remaining balance will be issued. On April 21, 2023, after reviewing the account, four $9.95 monthly fees were refunded to the account. An ******************** corporate team member contacted you to advise you that the proof of address was reviewed again, since you indicated you did not have the type of documents requested previously. The address was updated,and a check request submitted for the remaining balance of $98.66. Once the check is processed, please allow 7 to 14 business days to receive.
  
  AccountNow is sorry for any inconvenience that you may have experienced. The complainant may contact AccountNow directly at ************** with any remaining questions.
  
  
  Sincerely,
  
  AccountNow
  
  
  
  
  
  Initial Response Summary: (via BBB website)

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am the sole owner of a **** Debit Card issued through ************** with the Company Account Now. On the company's website it states this bank "program will closing permanently on 4/19/23all funds must be out of accounts or paper checks will be sent. All phone liness have become inoperable since 3/30/23. On 4/1/23 I had a balance of ****** in my account at approx 12:05am 4/2/23 I reviewed my online account from my home and there was 3 unauthorized transactions 1. 8:56pm at *********************************************** ** **** 2.Forty *********** ************ ** ****** 3. Forty *********** ************ ** ****. I immediately attempted to contact Accountnow to no avail. I also attempted to file a police report however was unable to due to the transaction being out of state. I attempted to file a dispute in the online Account now center and was unsuccessful. I kept receiving an error message saying my account number was invalid. 4/3/23 I spoke with the onboarding ************** number line and was told how to file dispute by removing first 3 numbers of my account and my account was closed no provisional credit issued and the remainder of my funds are inaccessible. I had 2**** left after two recurring payments and a debit on 4/2/23 to print the dispute forms. I am asking for an immediate response. I am SSI/SSDA recipient I am currently very ill and facing a impending spinal surgery. This has caused a serious issue with my income. I have made complaints about ongoing technical issues with the website and was issued a credit however I could not see the notice of closure clearly until apprx 3/24/24. I immediately contacted Social Security to stop my Direct Deposit however it was after the cut off date. My entire deposit for ***** was taken and all savings. On ***** 4 I spoke with an agent who directed me to write Accountnow at P.0 Box **** ******** ** ***** I have sent a certified letter to this address faxed the dispute forms and contact ** FTC any other assistance will be appreciated

  Customer response

  04/07/2023

  Dear Madame,

  I received your email regarding my complaint on the BBB website in reference to my dispute with Account Now Bank. I am writing to inform you of an error in my complaint. I stated the number as (800) 541-2831and the number I have been calling to contact the bank is actually **************. 

   

  I wanted to correct this before submitting my complaint however an glitch occurred with the BBB website which prompted me to reload the page as I attempted to save the complaint and it did not appear to do so.  I then created an account to restart a new complaint and I was then informed the complaint had been submitted. Nevertheless, I hope this information is helpful. Please know, I am not requesting the error be edited on my complaint. Thank you in advance for assistance with my dispute. 

   

  Sincerely,

  *********************** Valentine 

   

  From: ********************** <********************>

  To: ******************************* <*******************************>

  Sent: Thursday, April 6, 2023 at 10:00:56 PM EDT

  Subject: Re: Account Now Update

   

  Dear Madame, 

  I am writing in regards to complaint number ********. I have just received an update stating that my dispute was denied. I am unsure of what my next step should be. Below is a copy of the email I was sent. No other correspondence has taken place with this company. In regards to my account and money which removed from my account. Any assistance would be greatly appreciated. 

   

  Dear ***********************,

  We have an important update on your dispute. After a thorough investigation, your dispute has been denied. A letter with more details has been sent to your mailing address. We have now closed this dispute and the Support Specialists have no additional information available and cannot override this decision. Upon request, we will send you a copy of any supporting documentation we used in making our decision. Please mail your request for a copy of supporting documentation to Account Now; ************************** P.O. Box ****, ********, ** 91117.

  Business response

  04/12/2023

  April 12, 2023,                    ELECTRONIC --- NOT MAILED  
  
  Better Business Bureau, ****
  PO Box 218
  ***********, ** 94577
  
  Re: Verron Valentine                                                          Complaint ID: ********
  
  
  Overview of Complaint:
  
  According to the complaint you filed, the online account informed you that AccountNow would be closing permanently on April 19, 2023. You claim that all access phone numbers are inoperable since
   March 30, 2023. In addition, you said that there were three unauthorized transactions, and you immediately tried to contact customer service to advise them of this. You said you also filed a police report. You state your account was closed without provisional credit.You state you are ill and facing serious surgery, and need your funds.
  
  The results of AccountNows investigation are as follows: 
  
  Unfortunately, there was a system issue with the automated system for about two weeks. AccountNow apologizes for the inconvenience. Records show that the credit for the three unauthorized transactions plus any fees was credited to the account on April 4, 2023. On April 11, 2023, a check request for the remaining balance of $520. 61 was requested to be expedited via ****** Once the check is issued, please allow up to three business days to receive.
  
  AccountNow is sorry for any inconvenience that you may have experienced. The complainant may contact AccountNow directly at ************** with any remaining questions.
  
  
  Sincerely,
  
  AccountNow
  

  Customer response

  04/12/2023

   
  Complaint: 19903350
  
  I am rejecting this response because: Although this letter has acknowledged the SYSTEM ERROR and agreed to refund ****** to my account... No confirmation of this been put in writing and mailed directly to my home address to this date or verified in writing aside from this communication.  I have sent two certified letters formally requesting a refund and all documentation of any investigation and received no response..I have also contacted the number listed in this response and was told by an Agent **** that Account Now does NOT expedite or ***** refund checks. There is no tracking number or any other information available. I was told by the same agent  **** via phone, the refund check in the amount of ****** was processed on 4/11/23 however it will take ***** business days to arrive. Account Now Bank is due to permanently close on 4/19/23. I have sent multiple request through the customer portal to have my funds returned by mail before this date. An confirmed expedited payment with tracking number though ***** within 3 days as promised would be greatly appreciated. Thank you in advance your assistance. 

  
  Sincerely,
  
  *******************************

  Business response

  04/17/2023

  April 17, 2023,                    ELECTRONIC --- NOT MAILED  
  
  Better Business Bureau, ****
  PO Box 218
  ***********, ** 94577
  
  Re: Verron Valentine                                                         Complaint ID: ********
  
  
  Overview of Complaint:
  
  According to your rebuttal complaint, you state you have not received a  resolution letter with the outcome of the dispute. Further, you said that agents have told you we do not expedite or ***** refund checks. You request the tracking number for the check being sent via *****.
  
  
  The results of AccountNows investigation are as follows: 
  
  The resolution letter was sent on April 7,2023, please allow 7 to 14 business days to receive. Regarding the check refund sent via *****, it is true that this is not the normal process for sending refund checks, but the program is closing, and you had a unauthorize transactions that prevented you from having access to your funds for a period of time, as a courtesy the refund check will be sent via *****. AS stated previously, once the check is processed, please allow 2 to 3 business days. The tracking number will be noted on the account once it is processed. Please call the customer service number below to get the tracking number. 
  
  AccountNow is sorry for any inconvenience that you may have experienced. The complainant may contact AccountNow directly at ************** with any remaining questions.
  
  
  Sincerely,
  
  AccountNow

  Customer response

  04/17/2023

   
  Complaint: 19903350
  
  I am rejecting this response because: On 4/15/23 a letter was received via U.S mail at my verified home address listed on the account validating that a system error in the amount of ****** and stating a final credit in the amount of ****** was applied to my card account. (see attached)  
  
  
  On 4/15/23 a new debit card was also received in the mail however this card has been cancelled due to the program's closing on April 19. ***************************************************************************************** Accounts Now's response and letters *************) *************). 
  
  
  On 4/12/23 and 4/17/23 I contacted both the customer service number as advised in the resolution letter to the BBB ************ and  ************ and the number listed on the letter received by mail... I received information contrary to the BBB complaint responses from Account Now on 4/12 and 4/17/23 
  
  
  Agents for Account Now state via phone : The refund check in amount of ****** was processed on 4/11/23 and can take 10- 14 days to reach by U.S standard mail.   
  
  
  On 4/12/23 I spoke with a Supervisor ****** via phone at ************ (number given in response to BBB) and was told the refunds from Account Now take up to 45 days...
  
  On 4/12/23 AND 4/17/23 I was told by customer service agents: 
                                        No tracking Information is Available for the refund check Mailing 
                                        No Indication of ***************** or Mailing
                                        No Contact Information for ****************** in regards to refund
  
  
  Please ****************** has posted notice to customers that it will be closing permanently on its website on April 19, 2023. I have not received any written notice of a a refund check being mailed nor have I have not been informed as to what the protocol is for after that date should my issue be unresolved.  Other than this correspondence, which again has not been fulfilled nor verified with a live employee at this company. This is a grievous hardship.

  
  Once Again, I ask that my refund check  ****** Please be provided  within the next 24 hours as promised
  
  
  I am also requesting for Verified Contact information to recover my refund in the amount of ******
  
  
  Since it has been established the refund was processed on 4/11/23 Please provide the tracking number for ***** preferably within 24- 48 hours As Promised. 
  
  Should this not be possible, Please provide verified contact information in the event of the Program closing and I have not received my refund...Although I highly Anticipate this WILL NOT be the Case. 
  
  I have been a loyal customer with ********************** for many years, I do understand errors occur however I trust my patronage will be treated with the highest regard 
  
  
  
  Sincerely,
  
  *******************************

  Customer response

  04/20/2023

  Dear Madame,

  My apologies for the use of this medium. I am writing to inform you that on April 18, 2023 a check in the amount of ****** was delivered by ***** to my home address. It was successfully cashed on 4/18/23 Please close this case as it has been resolved. Thank you for all of your  assistance. 

   

  Sincerely,

  *********************** Valentine 

• Initial Complaint

  04/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account Now closed my account without proper notification. My paycheck was set for direct deposit on 04/05/2023. It was rejected and is currently in limbo I dont know where my hard earned money is. I called ADP my payroll company and they said they are waiting for Account now to return my deposit. This put me in financial distress because they failed to give us proper notification.

  Business response

  04/07/2023

  
  April 7, 2023                     ELECTRONIC --- NOT MAILED  
  
  Better Business Bureau, ****
  *********************************************************************
  
  Re: *****************************                                                           Complaint ID: ********
  
  Overview of Complaint:
  
  According to the complaint, ***************************** states that AccountNow closed her account without proper notification.  ****************** indicates that her paycheck was set for direct deposit on April 5, 2023.  ****************** further indicates that her paycheck was rejected and in limbo.  ***************** also states that this has put her in financial distress because AccountNow failed to give proper notification.
  
  
  The results of AccountNows investigation are as follows: 
  
  AccountNow records show that ******************** direct deposit was returned on April 6, 2023. The trace number for the return is 124303124601737.  The remitter will receive the returned funds in 3-5 business days.  On April 7, 2023, an AccountNow supervisor attempted to contact ******************** to advise of this information. A detailed message was left for a return call.
  
  
  
  AccountNow is sorry for any inconvenience that ****************** may have experienced. The complainant may contact AccountNow directly at ************** with any remaining questions.
  
  
  Sincerely,
  
  AccountNow
  
  
  
  
  
  Initial Response Summary: (via BBB website)
  

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/28/23 I went to ********* Store number **** located at ******************************************************** to load money onto my Account Now Debit Card (I purchased other items, but everything was done in one transaction). I loaded $500 onto my card and the fee for this transaction was $4.95. Usually the money post instantly, but no longer than 10 minutes. I checked several times up to 2 hours later, no deposit. I checked my transaction history and Account Now did not and as of yet has not posted that I even went to *********. I made several calls to Account Now, who stated the money will be there on 3/28/23. It was not. I provided the reference /receipt number ************************. I called several times on 3/29/23 and was told that the issue was escalated and that the money would be deposited today. I spoke with several others and they said ***** hours. I found out on 3/28/23 that Account Now was not accepting any deposits or card loads AFTER 3/28/23 so my money should have been available on 3/28/23. Also Account Now wont accept deposits after 3/28/23 which affects my paycheck that is due on 3/31/23. I just want the money that I loaded back. My family needed this money to pay a bill, and due to this error on their end we had to embarrass ourselves and borrow the money from family. No One at Account Now can explain why the money hasn't posted. They wouldn't allow me to speak with a supervisor. I feel as if they stole my money because this program is ending.

  Business response

  04/04/2023

  April 4, 2023                     ELECTRONIC --- NOT MAILED  
  
  Better Business Bureau, ****
  *********************************************************************
  
  Re: ***************************                                                             Complaint ID: ********
  
  Overview of Complaint:
  
  According to the complaint, *************************** states that on March 28, 2023, she went to a ********* store to load money on her AccountNow card.  **************** indicates she loaded $500.00, plus the fee of $4.95.  **************** further states usually the money is loaded in 10 minutes, and that she checked 2 hours later and no deposit. **************** mentions that she contacted AccountNow several times and was advised the funds would be posted on March 28, 2023, it was not.  **************** also states her family needs this money for bills, and she feels like the money was stolen.    
  
  
  The results of AccountNows investigation are as follows: 
  
  AccountNow records indicate that on March 28, 2023, AccountNow experienced a system issue that resulted in cash loads not posting.  On April 3,2023, the issue was resolved.  Ms. ******* cash load of $500.00 was posted to her AccountNow card on April 3, 2023. On April 4, 2023, an AccountNow supervisor contacted **************** to advise of this information.
  
  
  
  AccountNow is sorry for any inconvenience that you may have experienced. The complainant may contact AccountNow directly at ************** with any remaining questions.
  
  
  Sincerely,
  
  AccountNow
  
  
  
  
  
  Initial Response Summary: (via BBB website)
  

  Customer response

  04/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Thank you BBB for assisting me with this matter.
  Sincerely,
  
  ***************************

• Initial Complaint

  03/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On October 20,2022 my paycheck was deposited into my Account Now bank account in the amount of $1424.86 After a call to Account Now customer service, I learned that my account was closed and that a check would be mailed out to me for the remailing balance in my account and that it would be mailed with in **** days. No check was received in that time frame and told that my concerns have been escalated and a response would be available after ***** hours. After many phone calls to c/s I was told that a check was mailed 12-7-2022, but it was sent to the wrong address. Then I was instructed by c/s to submit documents that support my address, although my address was updated August 2022 and I received my new card at that very address. However documents were verified as received to Account Now Jan 2023 and that a response would be received in ***** hours. Till this date my issue remains unresolved and a check has not been received nor a response from the many escalations to an account specialist that were submitted on my behalf

  Business response

  03/31/2023

  
  March 31, 2023,                                ELECTRONIC --- NOT MAILED  
  
  Better Business Bureau, ****
  PO Box 218
  ***********, ** 94577
  
  Re: Mieshae Ford                                                                 Complaint ID: ********
  
  
  Overview of Complaint:
  
  According to the complaint filed by ************, her direct deposit for $1424.86, was posted to the account on October 22, 2022, the same day the program closure occurred. ************ said she contacted customers, and the agent advised her to allow **** days to for a refund check to be mailed for the remaining balance. *********** said after many phone calls that she was told that a check was mailed on December 7, 2022, but was sent to the wrong address. ************ claimed that she submitted documents to update her address in August 2022 and she received a replacement card at the updated address. ************ ****** to date she has not received her refund check, despite many calls and promises of escalation to resolve the issue. ************ is requesting her check for $1424.86, be and wants contact information to contact a person directly.     
  
  The results of AccountNows investigation are as follows: 
  
  Records show that the initial check issued on December 7, 2022, for $1416.05 was returned. The address on filed was *************************************************************************. The address of Ms. ***** complaint is ****************************************************************. On March 30, 2023, an AccountNow corporate team member contacted ************ to confirm her address. She confirmed the address on the complaint, and there was an apt number, 319, for her address. She was advised that the information would be escalated to update the address and  reissue the check. In addition, she was advised that once the check is processed, she would allow **** business days to receive the check.  
  
  AccountNow is sorry for any inconvenience that ************ may have experienced. The complainant may contact AccountNow directly at ************** with any remaining questions.
  
  
  Sincerely,
  
  AccountNow

• Initial Complaint

  03/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  since feb,6 2023 I've been trying to access my account to get my funds and every time, I send the proper information over theirs an issue or they didn't receive it and theirs Noone that can help me or no one that can expedite or fix the situation, since the situation began nothing has changed and now im being evicted from my apartment because of their lack of communication and bad policy and training

  Business response

  03/28/2023

  March 28, 2023,                                ELECTRONIC --- NOT MAILED  
  
  Better Business Bureau, ****
  *********************************************************************
  
  Re: *********************************                                                     Complaint ID: ********
  
  Overview of Complaint:
  
  According to the complaint you filed, you claim you have being trying since February 6, 2023 to get access to the  funds on your account. You state you have submitted all the required documents. Further you said you are being told the documents were not received, or no one can expedite the issue to resolve it. You are requesting your account be unlocked and a replacement card be expedited.
  
  
  The results of AccountNows investigation are as follows: 
  
  Records show you contacted customer service on February 7, 2023, stating you did not receive your reissued card. You informed the agent that you had a new address. You were advised that verification documents were needed. Valid proof of address was received on March 22, 2023.  On March 23, 2023,the documents were reviewed an a replacement card was expedited to the updated address on file. The card was activated on March 24, 2023, and you were able to access your funds. On March 28, 2023, an AccountNow team member attempted to contact to ensure your concern was resolved. A detailed message was left for a return call.
  
  
  AccountNow is sorry for any inconvenience that you may have experienced. The complainant may contact AccountNow directly at ************** with any remaining questions.
  
  
  Sincerely,
  
  AccountNow
  

  Customer response

  03/28/2023

   
  Complaint: 19639664
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Business response

  03/31/2023

  March 31, 2023,                                ELECTRONIC --- NOT MAILED  
  
  Better Business Bureau, ****
  *********************************************************************
  
  Re: *********************************                                                     Complaint ID: ********
  
  Overview of Complaint:
  
  According to the rebuttal complaint you filed, you are rejecting the response just because.
  
  The results of AccountNows investigation are as follows: 
  
  As stated previously,a replacement card was received, and your initial concern was resolved.  
  
  AccountNow is sorry for any inconvenience that you may have experienced. The complainant may contact AccountNow directly at ************** with any remaining questions.
  
  
  Sincerely,
  
  AccountNow

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a customer with ********************** for almost 15 years in December of 2022 I never received my usual replacement card and could not have access to my account funds I contacted account now to find out why I was never sent my replacement card and was told it was a glitch in their system the representative then asked me security questions that were not my typical security questions not only that but they were repeated questions which is quite unusual for a bank when I told him I couldn't answer those questions because I wasn't familiar with them they told me I would need to send validation and proof that I wasn't do the account holder so they sent me a form via email with a reference number and instructions on where to send my information so I did so accordingly the same day which was January 3rd I've never received anything back from that initial contact I then clocked in contacted them on about six more occasions still not able to have a resolution and then in February I was told that they no longer use that email address or fax number and then I needed to upload my documents to a new website and I did so accordingly both my driver's license and proof of address I still had no contact back it's now been 4 months since this issue has begun and I still have funds remaining in my bank account of $280.81 and a company alleges they are closing down and starting a new company and then all accounts will be closed and funds will be sent to the last known address the problem with that is for whatever reason when I go on to the website and look at my account information the address they have for me is from 15 years ago and I have since moved three times to two different states and have received replacement cards to these new addresses and I've also updated my address prior to this incident but they are refusing to update it or to correct the error

  Business response

  03/22/2023

  March 22, 2023,                            ELECTRONIC --- NOT MAILED  
  
  Better Business Bureau, ****
  ****************************************************************
  
  Re: ***********************;                                                                Complaint ID: ********
  
  Overview of Complaint:
  
  According to the complaint you filed, you state that you did not receive your card replacement and do not have access to the funds in your account. You have indicated that you were asked security questions that you were not familiar with and was asked to send in validation documents. You also state as of February you still do not have a resolution.  You are requesting access to the $280.81 in your account.
  
  
  The results of AccountNows investigation are as follows: 
  
  AccountNow records show that on January 1, 2023, you contacted AccountNow customer service indicating you did not receive your reissue card.  You failed the security questions that were asked, therefore documents were required.  You were asked to submit copies of your identification card and proof of address, dated within the last 60 days. On March 22, 2023, you submitted the required documents. The documents were reviewed and accepted. An expedited card was issued on March 22, 2023, to the address on file ************************************************************************.
  
  On March 22,2023, an AccountNow supervisor contacted you to provide this information.
  
  
  AccountNow is sorry for any inconvenience that you may have experienced. The complainant may contact AccountNow directly at ************** with any remaining questions.
  
  
  Sincerely,
  
  AccountNow
  
  
  
  
  
  Initial Response Summary: (via BBB website)
  

• Initial Complaint

  03/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 11 2023 I broke my debit card, contacted Account Now for a replacement card Hadn't received card by January 27th so I call again ws told that card was mail to my address they cancel that card and send another one my ssi money was on the card .it was removed and they wouldn't reimburse me even though I never received either card because they send them to the wrong address. Even after I verified my address it is now March 8 2023 and I haven't received a card or money when I call they put me on hold and after a while the line hangs up this is a every attempt to contact them .

  Business response

  03/15/2023

  March 15, 2023,                            ELECTRONIC --- NOT MAILED  
  
  Better Business Bureau, ****
  ****************************************************************
  
  Re: *********************                                                                Complaint ID: ********
  
  Overview of Complaint:
  
  According to the complaint, ********************* states that on January 11, 2023, she broke her debit card and contacted AccountNow for a replacement card.  ************** was advised to contact AccountNow back if she didnt receive the card by January 27, 2023.  ************** was told the card was sent to the address on file, and that the card was canceled, and another card was sent.  ************** also states that she was charged for the card and was never reimbursed, and that the card was sent to the wrong address.  ************** would like her money refunded if this was a mistake by AccountNow.
  
  
  The results of AccountNows investigation are as follows: 
  
  AccountNow records indicate that on January 11, 2023, ************** contacted AccountNow customer service to report her card as damaged. On the call the address and phone number were verified, and ************** was advised that the current card would be cancelled,and a new card sent to the address on file. On January 27, 2023, ************** contacted customer again indicating her card was not received and that she wanted to file a unauthorized dispute claim for $903.74 from the merchant Walmart.  On January 27, 2023, the address on file was verified and another replacement card was issued.  On February 15, 2023, ************** contacted AccountNow still indicating her card was not received.  ************** indicated to the customer service representative the address should be **************************************************************. The address was unable to be updated on file, therefore documents were requested. ************** was advised to submit her identification card and proof of address. All of *************** documentation was received by February 22, 2023.  The card ending in **** was issued on February 22, 2023, and was never activated.  Another card ending in **** was issued on February 28, 2023, this card was never activated as well.
  
  On March 10,2023, the card ending in **** was issued expedited to the address on file.  The card was activated on March 15, 2023. On March 15, 2023, an AccountNow supervisor contacted ************** regarding the complaint.   ************** indicated her issue was resolved.  As a courtesy the $25.00 card fee was waived on the account.
  
  
  AccountNow is sorry for any inconvenience that you may have experienced. The complainant may contact AccountNow directly at ************** with any remaining questions.
  
  
  Sincerely,
  
  AccountNow
  
  
  
  
  
  Initial Response Summary: (via BBB website)
  

  Customer response

  03/20/2023

   
  Complaint: 19560673
  
  I am rejecting this

  response because: they still have not addressed  the money that I lost it was their  fault  that they send the card to the wrong address  and someone  use my card I had my information  stolen  when I move to this neighborhood  so some took my fund it may not seen a big deal to them but my income  is limited  I need my funds I did all they ask me to do and still no response as to having my funds refunded 
  
  Sincerely,
  
  *********************

  Business response

  03/23/2023

  
  March 23, 2023               ELECTRONIC --- NOT MAILED  
  
  Better Business Bureau, ****
  ****************************************************************
  
  Re: *********************                                                                Complaint ID: ********
  
  Overview of Complaint:
  
  According to the complaint, ********************* states that on January 11, 2023, she broke her debit card and contacted AccountNow for a replacement card.  ************** was advised to contact AccountNow back if she didnt receive the card by January 27, 2023.  ************** was told the card was sent to the address on file, and that the card was canceled, and another card was sent.  ************** also states that she was charged for the card and was never reimbursed, and that the card was sent to the wrong address.  ************** would like her money refunded if this was a mistake by AccountNow.
  
  
  The results of AccountNows investigation are as follows: 
  
  Per previous response AccountNow records indicate that on January 11, 2023, ************** contacted AccountNow customer service to report her card as damaged. On the call the address and phone number were verified, and ************** was advised that the current card would be cancelled, and a new card sent to the address on file. On January 27, 2023, ************** contacted customer again indicating her card was not received and that she wanted to file a unauthorized dispute claim for $903.74 from the merchant ********  On January 27, 2023, the address on file was verified and another replacement card was issued.  On February 15, 2023, ************** contacted AccountNow still indicating her card was not received.  ************** indicated to the customer service representative the address should be **************************************************************. The address was unable to be updated on file, therefore documents were requested. ************** was advised to submit her identification card and proof of address. All of *************** documentation was received by February 22, 2023.  The card ending in **** was issued on February 22, 2023, and was never activated.  Another card ending in **** was issued on February 28, 2023, this card was never activated as well.
  
  On March 10,2023, the card ending in **** was issued expedited to the address on file.  The card was activated on March 15, 2023. On March 15, 2023, an AccountNow supervisor contacted ************** regarding the complaint.   ************** indicated her issue was resolved.  As a courtesy the $25.00 card fee was waived on the account.
  
  AccountNow has reviewed your dispute claim for $903.74 from the merchant ********  The dispute claim was denied. A rebuttal letter can be submitted to have the claim reopened, providing a new information that ************** may have.
  
  AccountNow is sorry for any inconvenience that you may have experienced. The complainant may contact AccountNow directly at ************** with any remaining questions.
  
  
  Sincerely,
  
  AccountNow
  
  
  
  
  
  Initial Response Summary: (via BBB website)
  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Account now closed accounts in October 2022. I literally have called absolutely everyday or every other day since October about my money to which they just kept saying they were sending a check all the way up until December 2nd when they Finally sent a check so they claimed which should take 14days to receive. So I started calling again daily when it hasn't arrived. Not until Jan 2nd week of January did I receive a check which wasn't even dated until January. So they lied and from the date of the check it only took 5daus. However now that I did receive a check it seems the check they have issued is fraudulent or something because I absolutely can not cash this check still until this day. I have tried my bank, PLS, ******* etc. Everywhere is saying the check is not scanning thru. It is March 7th and I have been trying to cash a check I got back in January. Again I call everyday or other day to get answer to what type check or what is wrong with check they sent because I have been waiting really since October for MY MONEY. and now I get a check and can't cash it?? Why can I not cash this check. This is crazy. Since October you have had ppl waiting for their money. Since January I have been calling just to get told wait another 24-48hrs because they have no way to talk to the people on the backend. Why can't you speak or get in touch with you so called escalation team. All I get told is I'm escalating issue again. It's been getting escalated since Jan and here it is March after 90 days the check won't even be worth anything anyways. I need my money. If a person was living and waiting on their money this is not right. Please

  Business response

  03/14/2023

  
  March 14, 2023,                                ELECTRONIC --- NOT MAILED  
  
  Better Business Bureau, ****
  PO Box 218
  ***********, ** 94577
  
  Re: ******** Embry                                                             Complaint ID: ********
  
  
  Overview of Complaint:
  
  According to the complaint filed by ***************************, said AccountNow closed the accounts in October 2022. ************** claims she has been calling every day or every other day since October, to find out when a check would be sent. ************** said when she called on December 2, 2022, she was told to allow up to 14 days to receive a check. ************** said she did not received the check until the second week of January 2023 and had trouble trying to cash it.  ************* states it is now March 7, 2023, and she still has not been able to cash the check. Additionally, when she calls, she is told that the issue is being escalated. ************** would like to receive a real check she can get cashed as soon as possible.
  
  The results of AccountNows investigation are as follows: 
  
  Records show that the initial check was issued on December 12, 2022, to *********************************************** for $2488.91. The check was returned and reissued on January 11, 2023. The check was cashed on March 6, 2023. An AccountNow corporate team member attempted to contact ************** to confirm this information. A detailed message was left for a return call.
  
  AccountNow is sorry for any inconvenience that *************************** may have experienced. The complainant may contact AccountNow directly at ************** with any remaining questions.
  
  
  Sincerely,
  
  AccountNow

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩