ACCOUNT NOW Prepaid svcs Complaint
FRAUDULENT BUSINESS PRACTICES - Prepaid Debit card
I called Account Now and spoke to a CS representative who advised me that they would be closing out the card and in order to re-issue another one so that I can have access to my money. All I needed to do was to fax in documentation that proved my identity.
I faxed in the documentation that they requested and shortly afterwards, a Risk Management associate named “Tricia” called me, and informed me that my information was compromised . She said that someone had tried to use the card, and had also been calling in pretending to be me. "Tricia" said they would not not re-issue another card (due to the obvious signs of criminal activity occurring), but they would mail me a check to the address noted on the documents I faxed in which verified my identity.
"Tricia" requested another copy of the fax, one that was clearer, and suggested that I take a picture with my phone and email all of the info to her at firstname.lastname@example.org which I did.
"Tricia" was supposed to call me back to confirm receipt of the documents; she never did.
The next day, April 11, I called customer service and asked to speak with a supervisor in the Risk Management Department. I was then transferred to "George" (a CS rep, not a Risk Management Supervisor) who said he would have Tricia call me back by 5:00 pm. I never received a phone call.
I sent another email to email@example.com asking for a supervisor call back or Tricia to call me back. My request was ignored as no one called me back.
I called today (April 12th) and reached a company representative at the 925-498-1800. I asked to speak with a manager in Risk Management, and she asked for my social security number, and then started reading the notes to me off the account. She had not verified info w/me, yet she openly began to share my personal information with me. Is this not a violation of any reputable company's business practice?
I interrupted her while she was divulging my personal information to someone who called in stating they were me and asked her why she didn't even attempt to verify who I was. She then transferred me to Alicia (supervisor with customer service, whom said she also assisted with Risk management).
Alicia stated that Tricia did call me back; however, she must have called the wrong number as I never received a call from her. I don't know whom she spoke with, possibly the person or persons who are attempting to steal my identity? I told her that I had faxed documentation on my identity, new phone number and new address, thus "Tricia" should've contacted me via that requested information, yet she did not. Apparently, she ("Tricia") spoke with someone who was NOT me and divulged personal information...the person or persons who are pretending to be me are getting more assistance and respect than I am!!!
Alicia then told me that my funds were being sent back to IRS and it would take 4-6 weeks more before I could receive my money. She said they had to issue a check to the IRS, which would take about 10-12 days, and then it would take the IRS about 4-6 weeks to issue me a check for my refund that was filed in February. So now I'm looking at receiving my money in June...all because I chose to sign up for an Account Now Prepaid Visa Card. I asked why they couldn't electronically send the money back to IRS seeing as that is how they received it. She said because that has to be done in the first 24 hours. Well had "Tricia" informed me of such, I could've made different decisions and receive my money sooner rather than later.
For a single parent who is unemployed, the treatment from such an inefficient, unprofessional and illegal business is simply too much to handle. Had I read the complaints against the company at MeasuredUp.com, I would have not signed up. Take note, I am filing complaints with the BBB and the FCC.
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