Business Profile
Prepaid Credit Cards
AccountNow, LLC.This business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
03/11/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
My dad and myself called account now to let them know that his card was going to expire soon and if they can send another one since it was expiring soon. We had to update the address on file because the one they had was old. The lady said their system was down she couldn't do anything. When we called back we talked to a guy named ***. He said that the card my father had in hand was canceled. They would not tell me how or who did it. This was February 23. They said I had to send a copy of his ** and proof of insurance. My father does not have any bills in his name with my address. He said I could upload it. I got an email from account now saying that I could fax, mail, or email these copies to them. I uploaded it and emailed it. We called the next day to see if the items were excepted so my dad's card could be reissued. They said the ** was but not the address. I had to explain again that the proof of address was my dad's health insurance statement from medication. So I had to send it again. My dad is 73 and o KY gets social security. This is where his money gets deposited. We'll I emailed it this time, as per the email I got. Even time I called They didn't get it. I called back and *** told me that they no longer receive email. But the email they sent me said I could either fax, mail or email the documents. By this time it's all ready the end of February. I finally upload. As of March 1st his social security payment was pending per the automated sysytem. On March 2nd still pending. On March 3rd we got notification documents were excepted and We paid $35 to expedite the card. At this point his deposit is no longer pending. Per account now they returned it per social security they haven't recieved it either. Today is March 11 and still no card and account now can't tell us where it is or a tracking #. My father can't pay his bills. The $35 was to expedite card to have in hand within 3 days its been longer. They can't give answers and there is no supervisor to help.Business response
03/15/2022
*************************************************************************************************************************************************************************************************************; ELECTRONIC --- NOT MAILED
Better Business Bureau, ****
********************************
*******, ** 94607
Re: ***************************** (******* *****) Complaint **: ********
Overview of Complaint:
According to the complaint filed by *******, she and her father called customer service to report he needed a replacement card because his was about to expire soon. They stated the address needed to be updated, but the agent advised them that the system was down. Ms. ***** said when they called back on February 22, 2022, they were told that the card was canceled, and given no explanation as to why. They were asked to submit verification documents to update the address. Ms. ***** states she uploaded and emailed the documents. She claims the next day she called to see when the card could be reissued and was told the ** was valid,but not the proof of address was not. Ms. ***** states that her fathers direct deposit is expected to post on March 1, 2022, but is still showing a pending status. Ms. ***** said they received notification that the documents were received, and they paid $35.00, but no replacement card. In addition, the direct deposit was returned, but social security said they have not received it.
The results of AccountNows investigation are as follows:
Records show that ******* ***** (daughter) contacted customer service on February 23, 2022 to update Mr. ******** address. The card was reported lost via the automated system. Ms. ***** was asked to send in verification documents. Ms. ***** insisted that they did not report the card lost, and requested a supervisor. Ms. ***** was transferred to a supervisor and a direct deposit form was sent via email. The documents submitted on February 23,2022, were not valid. Valid documents were received on March 2, 2022, and a replacement card was expedited for $25.00 plus the $10.00 replacement card fee;the card was never received. Another card was issued on March 15, 2022.
On March 15,2022, An AccountNow corporate team member contacted Ms. ***** to obtain her fathers name to locate the account and advised her of the information above. The expedited fee and the two card replacement fees were refunded to the account.Ms. ***** indicated that she was given misinformation and her fathers direct deposit that was return took longer than the three to five business days she was told. Ms. ***** stated that she would be closing the account once the funds were retrieved.
AccountNow is sorry for any inconvenience that ***************************** may have experienced. The complainant may contact AccountNow directly at ************** with any remaining questions.
Sincerely,
AccountNowCustomer response
03/22/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* SheerInitial Complaint
03/10/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been with this debit/prepaid card company (AccountNow) for over 10 years and last summer I had paid some money to Carnival Cruise line for my wife to take a cruise but I paid on it in two payments. The trip was cancelled and they refunded it back onto my debit card and the debit card froze my account because they claim it was fraud. This is the same account my direct deposit goes into and I haven't been able to access that either. Right now there is over ***** in that account and it will be going on almost a year that they are giving me the run around. I have sent proof from Carnival, proof of address, proof of Identification. There response is either i can't read it or something. They will not let me talk to corporate it is always someone who is working from home in another country that can never help me. When I asked to get transferred to a supervisor the supervisor sounds like the same person i was speaking to. Please help me get my money. I don't know what other avenue to take. AccountNow Acct #*******************Business response
03/11/2022
*******************************************************************************************************************************************************************************************; ELECTRONIC --- NOT MAILED
Better Business Bureau, ****
********************************
*******, ** 94607
Re: Major ********** Complaint ID: ********
Overview of Complaint:
According to the complaint filed by Major *********, he states that he has been with AccountNow for ************************************************ two payments. He says that the trip was cancelled, and his account was frozen because of fraud. Mr.********* indicates this is the same account his direct deposit goes into and he has $4,000 in the account, and he hasnt been able to access the funds in almost a year. Mr. ********* also states he has sent in proof from Carnival, proof of address and proof of identification. Mr. ********* is getting the run around and would like access to his funds.
The results of AccountNows investigation are as follows:
AccountNow records show that on August 16, 2021, Mr. *********s account was blocked due to a refund not matching the debit from Carnival Cruise. Mr. ********* was advised to submit a copy of his identification card, proof of address and the original purchase receipt from Carnival Cruise.
On August 20,2021 Mr. ********* started to submit his documentation. The documentation was deemed invalid, due to not having all the documents submitted or the image was blurry. Mr. ********* continued to send in his documentation until March 10, 2022. On March 11, 2022,his documentation was reviewed. All the documentation was received and approved. The card restriction was removed and is now in active status.
On March 11,2022, after receipt of the complaint submitted by Major **********, AccountNow contacted him to advise of this information.
AccountNow apologizes for any inconvenience that ************************ experienced. Should ************************ have any additional questions or concerns, he may contact AccountNow directly at *************.
Sincerely,
AccountNow
Initial Response Summary: (via BBB website)Initial Complaint
02/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I moved in 2021 to ********** **. My accountnow card expired 8/21, I wasn't aware since I seldom use that account. I have sent them 1 **************** ID, 1 passport card, and finally I went to the *** to get an updated ID card with my address on it, I have sent so much documentation, including my electric ****, to prove residency, I have sent a copy of the expired debit card as well. They claim that my ID is blurry EVERY SINGLE TIME! I do not believe there is a back office, I believe they do this to people to rack up fees. All I want is my address updated and my new card expedited to my new address in **********, **. Their customer service reps are incompetent, they try practices that are unethical and they purposely give information they know is wrong. I simply want my money so I can pay my bills!Business response
03/03/2022
******************************************************************************************************************************************************************************************************; ELECTRONIC --- NOT MAILED
Better Business Bureau, ****
********************************
*******, ** 94607
Re: ************************* Complaint ID: ********
Overview of Complaint:
According to the complaint filed by *************************, he states that he moved in 2021 to ************. He indicates his AccountNow card expired August 2021 and wasnt aware since he seldom uses the account. ****************** says that he sent in his **************** ID, passport card and he went to the *** to get an updated ID with his address on it. He also says he has sent in so much documentation including his electric **** to prove his residency, and his expired debit card as well. ****************** says he is being told his ID is blurry every single time and does not believe there is a back office. . He further states that he believes AccountNow has no intention of sending his new card, while racking up fees from his account. ****************** would like his card.
The results of AccountNows investigation are as follows:
AccountNow records show that on February 17, 2022, ****************** contacted customer service to inquiring on his expired card. ****************** was advised that his reissued card was sent to his old address. Mr. ******** account was placed in restricted status and documents were required. ****************** was advised to submit a copy of his identification and proof of address.
On February 17,2022, ****************** started to submit his documentation. The documentation was deemed invalid. The identification card was not accepted as it was not a clear copy. The proof of address was not accepted as well.To remove the block from the account, a clear copy of Mr. ******** identification card and proof of address dated within the last 60 days was still needed. ****************** continued to send in his documentation until February 25, 2022. All the documentation was received and approved. On February 28th the address on file was updated and a card replacement was processed expedited.
On March 1, 2022,after receipt of the complaint submitted by *************************, AccountNow attempted to contact him. A detailed message has been left for a return call.
AccountNow apologizes for any inconvenience that ****************** experienced. Should ****************** have any additional questions or concerns, he may contact AccountNow directly at *************.
Sincerely,
AccountNow
Initial Response Summary: (via BBB website)Initial Complaint
02/25/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
A year ago my bank account was hacked. After everything was cleared up Account Now wanted me to prove my identity so they would reissue my debt card. I provided them photos of my utility bills, 30 pics of my photo ID, and a bank account statement. This took place over the last year. They kept stating that the photos were unreadable. I then sent all that information by fax twice. They accepted all the info but my photo ID, they say it's still unreadable. So they won't issue a new card so I can access my $980.00.Business response
03/08/2022
******************************************************************************************************************************************************************************************************************************; ELECTRONIC --- NOT MAILED
Better Business Bureau, ****
********************************
*******, ** 94607
Re: ********************* Complaint ID: ********
Overview of Complaint:
According to the complaint filed by *********************, said his account was hacked into and everything was resolved. However, he was asked to submit identification documents to get a replacement card. **************** claims he submitted all the documents requested over a year ago now and he is still being told that his photo ID is not clear. In addition, **************** said he faxed the information twice. **************** states that he cannot get a replacement card and does not have access to his funds.
The results of AccountNows investigation are as follows:
Records show that ********************* contacted customer service on July 26, 2021, to report and unauthorized transaction, and a replacement card was needed. **************** did not pass verification and was asked to submit identification documents. On December 21, 2021, all the documents were received except for a clear photo ID.
On March 3,2022 photo ID document was received. On March 8, 2022, the photo ID was reviewed, and a replacement card was expedited waiving the fee. An AccountNow corporate team member contacted **************** to advise him of this information and to allow up to three business days to receive the card via ******
AccountNow is sorry for any inconvenience that ********************* may have experienced. The complainant may contact AccountNow directly at ************** with any remaining questions.
Sincerely,Initial Complaint
02/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have used this card for more than three years. I received a deposit to my account and realized that my current card had expired. I was told to email a copy of my ID and a current utility **** to ************************ i sent it, when i checked the next day, i was told they no longer use that email to upload the documentation to upload.accountnow.com, I did that, they told me they couldnt accept my ID because one of the corners was not showing, the system then was down so i was told to fax the information. I did. When I called to check the status of my address update, they told me that the information i sent over fax was blurry. They keep giving me the run around about sending my new card, all of the customer service people seem to be from ***** or somewhere, they do not have a branch you can go into and is currently holding my money hostage. DO NOT USE THIS CARD! I still dont have my card and they are still asking me to send information so my address can be updated. I WANT MY **** CARD!Business response
03/03/2022
******************************************************************************************************************************************************************************************************; ELECTRONIC --- NOT MAILED
Better Business Bureau, ****
********************************
*******, ** 94607
Re: ************************* Complaint ID: ********
Overview of Complaint:
According to the complaint filed by *************************, he states that he moved in 2021 to ************. He indicates his AccountNow card expired August 2021 and wasnt aware since he seldom uses the account. ****************** says that he sent in his **************** ID, passport card and he went to the *** to get an updated ID with his address on it. He also says he has sent in so much documentation including his electric **** to prove his residency, and his expired debit card as well. ****************** says he is being told his ID is blurry every single time and does not believe there is a back office. . He further states that he believes AccountNow has no intention of sending his new card, while racking up fees from his account. ****************** would like his card.
The results of AccountNows investigation are as follows:
AccountNow records show that on February 17, 2022, ****************** contacted customer service to inquiring on his expired card. ****************** was advised that his reissued card was sent to his old address. Mr. ******** account was placed in restricted status and documents were required. ****************** was advised to submit a copy of his identification and proof of address.
On February 17,2022, ****************** started to submit his documentation. The documentation was deemed invalid. The identification card was not accepted as it was not a clear copy. The proof of address was not accepted as well.To remove the block from the account, a clear copy of Mr. ******** identification card and proof of address dated within the last 60 days was still needed. ****************** continued to send in his documentation until February 25, 2022. All the documentation was received and approved. On February 28th the address on file was updated and a card replacement was processed expedited.
On March 1, 2022,after receipt of the complaint submitted by *************************, AccountNow attempted to contact him. A detailed message has been left for a return call.
AccountNow apologizes for any inconvenience that ****************** experienced. Should ****************** have any additional questions or concerns, he may contact AccountNow directly at *************.
Sincerely,
AccountNow
Initial Response Summary: (via BBB website)Initial Complaint
02/16/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On December 24th 2021 I was alerted that my ********* Xbox account had been hacked and ****** was spent all together. I contacted Accountnow(which is the bank my work checks go to) and filed a dispute in which they gave me back ******. February 12th, 2022 I received a letter dated for the 7th stating that they would be reversing and debiting my account and taking the money back because they felt that it was unnecessary.Business response
02/25/2022
February 25, 2022 ELECTRONIC --- NOT MAILED
Better Business Bureau, ****
********************************
*******, ** 94607
Re: ***************************** Complaint Number: 16774127
Overview of Complaint:
According to the complaint filed by *****************************, she was alerted on December 24, 2021,that her ********* Xbox account had been hacked and $489.68 was spent. ****************** says that she contacted AccountNow to file a dispute and was given back $405.95. ****************** also says that on February 12,2022, she received a letter dated for the 7th that AccountNow would be reversing and debiting her account and taking the money back. ****************** would like a refund for the disputed transaction.
The results of AccountNows investigation are as follows:
On December 24,2021, ****************** contacted customer service to file an unauthorized transaction dispute for ********* in the amount of $405.95. The address was verified, and a card replacement was processed. The transaction was disputed, and ****************** was advised of the delivery time to receive the replacement card.
On February 4,2022, a dispute determination was made on the account. The dispute was not found in Ms. ******** favor. A letter was mailed to the address on file. If Ms.******** does not agree with the resolution a rebuttal letter can be filed.
AccountNow apologizes for any inconvenience that ****************** may have experienced. Should ***************** have any additional questions or concerns, she may contact AccountNow directly at *************.
Sincerely,
AccountNow
Initial Response Summary: (via BBB website)Initial Complaint
02/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My account was closed out upon my request because account now couldn't distribute my replacement card in the mail .I was told on numerous time my remaining money will be mailed to me and the date was 01/19/2022 but I have not yet received anything today is 02/15/2022 . I have contacted Accountnow and it still the same thing I keep getting told ot was mailed out ****************************** told me to ask Accountnow for a tracking number but I was told they do not provide such thing . My previous assigned ID ******** . When I call there's lack of information given and the sane story it was mailed out on January 19Business response
02/25/2022
February 25, 2022 ELECTRONIC --- NOT MAILED
Better Business Bureau, ****
********************************
*******, ** 94607
Re: ***************************** Complaint ID: ********
Overview of Complaint:
According to the complaint filed by *****************************, she closed her account and was told a check would be sent for the remaining balance. ******************** states she has contacted customer service several times and was told it was mailed, but as of February 15, 2022 she has yet to receive her funds. Further, ******************** said when she calls, she is not able to get any information.
The results of AccountNows investigation are as follows:
Records show that ***************************** contacted customer service on January 19, 2022, and was told that funds were removed from her account and a check request was sent.
On February 25,2022, an AccountNow corporate team member attempted to contact ******************** to advise her that the check request was done on January 21, 2022, and that the process takes seven to ten business days. However, since the timeframe has expired, this was escalated for further research. AccountNow was not able to leave a message.
AccountNow is sorry for any inconvenience that ***************************** may have experienced. The complainant may contact AccountNow directly at ************** with any remaining questions.
Sincerely,
AccountNow
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Customer Complaints Summary
224 total complaints in the last 3 years.
9 complaints closed in the last 12 months.
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