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Account Now Prepaid Complaint - Poor Customer Service - prepaid debit card
prepaid debit card - Complaint
I opened a prepaid debit account in June. In October, someone somewhere got my card number and began to make unauthorized purchases. Trying to get ahold of a live customer service representative to discuss the matter was very difficult. The only person I could talk to at 8:30 pm eastern time was the guy who could cancel my card. No other customer service was available. I had to wait till the next day at 10 am in their time zone (1 pm my time zone) for anyone to be available to discuss the hold authorizations. When I finally got a representative, I was informed that they could do absolutely nothing about the hold authorizations, and that if those companies decided to keep my money that was just too bad. I had to call all the individual companies and tell them the purchases were unauthorized, please don't keep my money! Since I can only withdraw $300 cash in one day, I went and withdrew $300 cash to last me till my new card would arrive. I was told 5-7 days and I would have my new card. It has been 7 days and no new card. I called back, and was told "oh it's still in processing" and "you should have it by the end of the week" so actually, 5-7 days is 2 WEEKS (or more, that remains to be seen!). I wish someone would have told me it would take 2-3 days to process and then they will mail the new card and I'll have it in 2 weeks. I would rate customer service with this company as very poor. As long as there are no problems, the card/account is fine. But, if you have a problem, it is very frustrating trying to get a representative that can help you.(Oh and I should add, if they have an e-mail address to contact their customer service, I can't find it. I was going to complain there but since they don't make that easily available, here I am on 3cents worth).
Comments:
Posted by steve101 on 2010-10-11:
Have you thought of getting a debit card with a real bank that has a real physical location?
Posted by singsing on 2010-10-11:
If I need a replacement card from my credit union, it takes about two weeks. I think that is the standard amount of time for replacement for most debit cards.
I think since you are not connected to a bank or credit union with this card, their customer loyalty is limited. It probably is better to just open an account with a credit union or bank.
Thanks for letting people know that unauthorized charges may not covered on these cards and that they have poor customer service when you need it.
I think since you are not connected to a bank or credit union with this card, their customer loyalty is limited. It probably is better to just open an account with a credit union or bank.
Thanks for letting people know that unauthorized charges may not covered on these cards and that they have poor customer service when you need it.
Posted by AccountNow on 2012-07-03:
Hello Katey369,
I’m sorry to hear you had some issues with your account. Unfortunately, we are unable to block authorizations on your account once they have posted. The best way to get your funds back is to request a refund from the merchant, once the final purchase has posted. If the merchant is not cooperating, we recommend you call us to file a dispute.
I also wanted to let you know we've made a lot of changes since your last post, one of them being with our customer service hours. They have been extended from 4 am - 7 pm PST (Monday - Friday), 5 am - 5 pm PST (Saturday), and 7 am - 4 pm PST (Sunday).
If your issue has not been resolved, please contact us at customerservice3C@accountnowinc.com and reference your name, address, telephone number, and account number (if possible); or call us at 866-925-2036 so we may further assist you. We are always happy to help!
GF
AccountNow
I’m sorry to hear you had some issues with your account. Unfortunately, we are unable to block authorizations on your account once they have posted. The best way to get your funds back is to request a refund from the merchant, once the final purchase has posted. If the merchant is not cooperating, we recommend you call us to file a dispute.
I also wanted to let you know we've made a lot of changes since your last post, one of them being with our customer service hours. They have been extended from 4 am - 7 pm PST (Monday - Friday), 5 am - 5 pm PST (Saturday), and 7 am - 4 pm PST (Sunday).
If your issue has not been resolved, please contact us at customerservice3C@accountnowinc.com and reference your name, address, telephone number, and account number (if possible); or call us at 866-925-2036 so we may further assist you. We are always happy to help!
GF
AccountNow
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