AccountNow, Inc.
Complaint 313510 Details

Letter I sent to Account Now today

On the evening of Wednesday March 19th 2014 I went to make a purchase and my debit card from Account Now did not get approved. I immediately knew something was wrong and checked my online account. I discovered two fraudulent charges for over $300.00 each on minute apart on my account at XXX store listed from approximately an hour earlier. I immediately called Account Now to let them know that the charges were not from me and the card was in possession so I knew that my card # must have been stolen/compromised. I was told that the charges were still pending and that nothing could be done until the transaction was completed. I didn’t understand. Here I was catching major fraud on my account just over an hour after it happened and they wanted me to let the charges go through. I was told that the charges would be disputed and that they would be credited back to me at the latest by March 25th. My card was cancelled and another card sent out to me. I called again the next day to see if I needed to send a copy of the police report and I was told that would not be necessary and again was told my money would be credited back by March 25th.

I called today to check and make sure that my card would be credited tomorrow and this time I was sent to the “Dispute Department”. Why was I not sent to this department the first or second time I called? I am now being told I need to officially “dispute” the charges. Fill out a form. A form I could have filled out 5 days ago when I originally called. I am being told basically that I am starting from day one. No one can tell me when I will get my money back. That form is attached to this e-mail.

I have had over $600 stolen from my Account Now account without the card even being present. I discovered the fraud almost immediately and did everything right. I called Account Now, I called the XXX store and their corporate office the next day. I called the Police Department in that area and they started an investigation. Why is it that five days later and Account Now is telling me that my dispute starts today? Your customer service in the Philippines is incompetent, extremely difficult to understand, and gives bad information. Your company has completely FAILED me at a moment of crisis when I have been victimized and stolen from. You obviously have no systems in place to assist victims of identity theft in a timely manner. All other REAL cards (debit or credit) would never let charges like that go through, especially if they were caught and contacted right away. You put ALL the responsibility on the customer. Your company should have been reaching out that store the minute I informed you of the fraudulent charges.

Please put my money back in my account immediately. You have allowed someone to steal over $600.00 from my account and to date have provided me no assistance whatsoever.