My name is Victoria Roberts. I have been an AccountNow cardholder for the past approx. 7 years. I have been satisfied with their company until 3 days ago. First, I tried to use my AccountNow debit card to pay my hotel bill. This was 8: oo in the morning of 4/5. It was declined even though I have funds in my account to more than cover my hotel bill of $65. I then went to a store and the clerk ran my card and it came back lost or stolen. I then proceeded to call AccountNow and was informed by a clerk that someone (she could not tell me who) had reported my card stolen. After a series of questions including my birthdate, social security number, address and phone number, I was informed that I would have to verify my identity by faxing them my CA identification, social security card and a utility bill with my name on it. I informed the clerk that I could not produce a utility bill with my name on it because I am going through a separation with my ex of 20 years and I am staying at a motel until I can find a place to live. She said ok. So I faxed the information to them. I heard nothing back from them so I called yesterday afternoon and they said my account still had a hold on it for verification purposes and that no one reported my card stolen or lost. I then tried to use my boyfriends AccountNow card to pay my bills and it also had a hold on his funds. We share money back and forth on the card. This was the only connection that I could think of. It is allowed. Cardholders are allowed to share money from one cardholder to the other. He called and was given to the "Risk Department" They also wanted verification of his identity along with verification of where his direct deposits were coming from. He is a fulltime student at City College and gets Pell Grants along with Direct Loans. That is where his direct deposits come from. So we sent his ID, his student Identification, an award letter from the school stating that he gets these amounts and told them to look at his account for a utility bill because he had just payed SDG&E approx. $300. Now we are in limbo and unable to touch our money and I want these holds lifted immediately. We have given proof of our identities and where the direct deposits come from. My last phone conversation with the Risk Department yielded the same runaround that I have been getting. They said the motel receipt that I sent to them did not have my name on it. I told the clerk to look a little closer. It absolutely did have my name on it. He said “Oh, yeah. Someone wrote it in the corner.” I don’t know of any motel receipt that isn’t handwritten. I told him to call the motel. Then he said they were waiting for verification of my boyfriends deposits because he has been transferring funds from his account to mine. I faxed all required documents to them yesterday. We have called countless times asking that the hold be taken off and we get nowhere. I have faxed them over and over again. They find something wrong with everything that I send them. It is not only me that they have a hold on their accounts. My boyfriend, my son, my friend. Whoever I have shared money with, their accounts have a hold on them. How can they do this? All my money in the world is on hold because of this scam of a company. I don’t even have enough money to eat let alone all my bills are getting behind. What can I do about it? I need help. Please. They are treating me like a criminal. I have done nothing shady or wrong. How can they hurt people like this?
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