Complaint Review: Account Now Visa - San Ramon California

I have had my account with Account Now for approx one year or more. Use it occasionally to make purchases online or pay bills.

Recently tried to cancel an 'auto-bill pay' situation via the online account management that evidently was never cancelled. I went in to my account management access online about a month ago and went through the process of cancelling a bill pay to my cell phone service provider. The Account Now system reported to me that the bill pay had been cancelled.

Today I logged in to my account only to find that the same payment I thought was cancelled a month ago was 'in progress'. So I called Account Now customer service to find out why it was not cancelled and hopefully to stop the payment.

Calling in to Account Now customer service was clunky. The menu options don't tell you how to actually talk to a live person. After making several calls and having to argue with several persons that were not very good at handling customer service issues, I finally figured the way to get to the 'live' people I needed to talk to. This was about 30 minutes or more from the first call.

Long story, short. The first representative told me that the payment was sent out in the mail today and could not be stopped. When I became very disgusted at this, since the payment should not have been made at all, Account Now customer service personnel began the usual poor customer service ritual of putting me on hold, hanging up on me, etc.

'Jennifer', hung up on me when I asked to speak to a supervisor. Called back again determined to find out where my money actually is, the next person told me that I would have to pay $20 to stop the payment (that should not have been sent out in the first place). Plus, she let me know that I was being charged $2 for the call. And hung up on me.

Calling back again determined to get satisfaction and find out where my money *actually* is, 'Meagan', offered to stop the payment for free as a 'one-time' courtesy. When I told her that I did not feel it was any 'courtesy' to stop a payment for free that should not have been made, she then said... 'oh, I am sorry, the payment cannot be stopped, it is an electronic payment'. Of course I was inflamed since about 45 minutes ago and four or five customer service agents hanging up on me, told me the payment was sent in the mail. I then asked 'Meagan' to give me the corporate address so I can make a complaint to the Attorney General about this deception, and lies to customers, 'Meagan' hung up on me.

Calling back one more time to try and get a truthful answer about my money, 'Carrisa' answered and dicated to me that I had 'called in several times today, etc, ...' and showed no sign of being willing to solve the problem, I asked her how it is that the payment that should never have been sent out, that was first a paper check sent in the mail *today*, magically became an electronic payment that cannot be stopped. She gave me the usual 'company policy' 'canned customer service responses' and hung up on me.

Calling one more time in hopes to get a person there that was willing to do customer service honestly with a good attitude and find out just when this payment is to arrive at my cellular provider, 'Jasmine' gave me much of the same attitude and uncooperative customer service speaches. And let me know that the paper check that became and electronic payment, would arrive at my cellular provider in '3 business days'.

My payment is due today.

Account Now customer service personnel did not seem to care one bit when I offered that I would cancel my account with them if they did not solve the problem to my satisfaction today.

Evidently, the management at Account Now that tout 'PHD's on their website, either don't know 'the first rule of business' (according to Harvard Business School), or they just slept through that part of their business classes.

The 'first rule of business' is to 'create and keep a customer'.

Evidently, Account Now have made amendments to that rule that are not in favor of the customer.

Un-satisfied Customer

Kansas City, Missouri

U.S.A.