Sheldon St.ClaireFinal warning, you have 30 minutes to explain yourselves or I'm reporting the transaction as unauthorized. I thought it was incredibly fishy that you asked for my id and a photo of my credit card on top of this.

Chat started

Customer ServiceAt TextNow we give you the control to customize your account all in one place.  Visit textnow.com/account/new today to manage your payment methods, your wireless plan and much more.
Shawn joined the chat

Shawn Hey Sheldon St.Claire, thanks for reaching out to TextNow Support! I'm sorry to hear about unauthorized charge, but I can definitely look into that for you!

Can you confirm the first + last name and zip code associated with the account please?
Sheldon St.ClaireSheldon Stclaire 30041

I placed an order for a sim card and htc bolt under your website with the intention of getting the free service until 2019. I never used my paypal with this account so I find it very offputting when I get a random 19.99 charge with no description. On top of this, upon placing the order, I was asked to verify my identity with not only a picture of said credit card, but a valid form of ID.

This whole situation has made me very uncomfortable.


Shawn So, what we're looking for, is to make sure the name on the card, matches the name on the ID

And it seems you've elected to restart your subscription in the app

So that's why you have the additional charge
Sheldon St.ClaireI did no such thing for one, secondly It's my grandmother's card as I stated in my secondary uploaded picture.

I Stopped using bank accounts outside of paypal since 2011.


Shawn You did Sheldon, now I can refund the charge, but, in order to ship the phone, we'll need to either do a conference call with your grandmother, or get a photo of *her* photo ID in order to ensure it's an authorized purchase
Sheldon St.ClaireI can do video call, but I'm not going to show her ID even in said call. I find the principle to be highly suspicious. On top of that, I for a fact never associated my paypal with the account in any circumstance. I don't even fucking comprehend how you got the information to begin with.
On top of that. The "premium" service in your app is offered at .99cents, not 19.99.
The only "19.99" service would be the cellular service. But since you guys claimed it was FREE until 2019, I find it even more suspicious that you'd flat out falsely advertise and then charge me anyways.

I'll definitely take the refund on the service. I simply just wanted the phone.\

I also apologize if I come off as aggressive or dickish, I don't hold you personally responsible.

I am very frustrated though.


Shawn So, when you restart the free service - you give up the promotion, I do apologize for the confusion

I can definitely get it refunded, if you checked out with PayPal, it would have associated the account
Sheldon St.ClaireI didn't check out with paypal, I checked out directly. I didn't restart any service to my knowledge. Simply ordered the phone from your website.


Shawn From the server notes, it had to be done on your side

Regardless, the conference call would be between us, your grandmother, and her bank

We would complete a standard third party verification
Sheldon St.ClaireServer notes where?


Shawn In our customer account tool
Sheldon St.ClaireIt explicately stated the service as free regardless of data option. I chose the 40 dollar Unlimited data plan that quite literally said "FREE" outlined above it when I placed an order for the phone.

So Beyond that, there was NO menu interaction or attempt to purchase or enable any other service.

That's the fact of reality, nothing you can say on your log end will change that.

I will however, offer you a timestamped picture of me standing next to my grandmother.


Shawn I do apologize that you forgot choosing to reactivate on 2G plan

We will need to speak to her

or get a photo of her photo ID

If you choose the speak to her option, we'll also need to speak to her bank

to verify her as the card holder

Those are the options
Sheldon St.ClaireThat's fine, Place the call to 770-616-6589


Shawn Alright, I'll set up a callback, generally callbacks for fraud screening are between 3PM and 6PM EST

Please be advised that while the refunds are released from our system immediately, they may take 2-10 business days to show back up on your card, depending on your banking institution.

did you have any further questions?
Sheldon St.Claireand in regards to the "reactivate" How could I reactivate something I never had prior?


Shawn By logging into your account, and clicking MyWireless Account

You can access My Wireless Account from any Andorid, iOS, Windows, or OSX device
Sheldon St.ClaireYes, and nothing was done on said page beyond checking the status of my current order.

That is the fact.


Shawn I do apologize for any confusion

so, did you have any further questions?
Sheldon St.ClaireSure, Let me give you verification of identity Talking to her as we speak. One moment.


Shawn sounds good
Sheldon St.Claireone sec, uploading


Shawn Sorry, I'm a little confused

Are you submitting the photo of the Photo ID after all?
Sheldon St.ClaireYes. We discussed it and came to a solution that would verify the identity while meeting reasonable conditions.


Shawn Sounds good
Sheldon St.ClaireTrying to get the pictures off the phone, having issues uploading. Gonna put it on google drive, I suppose.

alright got it, just one more moment.


Shawn That sounds like a good plan, you can also email them directly to our secure fraud server via fraud@textnow.com

You can also send that via the TextNow app, regrettably right now, you cannot re-upload to My Wireless account in the event incorrect information was uploaded, but you can also submit via this chat

Perfect
Sheldon St.Clairehttps://i.imgur.com/digknjW.jpg
https://i.imgur.com/QmtGnn2.jpg

If this isn't sufficient information. Then I know for a fact you're a scam company.


Shawn Neither of these are Government Issue Photo IDs

At this point, we'll have to wait for the conference call with the bank
Sheldon St.Claireyou're not getting a conference call and we're doing a chargeback on her card. And I'm flagging your paypal transaction as unauthorized. I've shown you plenty information, even with a timestamp to verify it's recent and not a photoshop.


Shawn We do not have a record of the faces of people in the United States, I'll cancel the order and refund the charges for you
Sheldon St.ClaireJust be a reasonable human being and respect that people don't trust putting their information on the internet. my credit is already ruined from someone else stealing my identity through a situation very similar to this one.


Shawn I do apologize that the fraud screening process wasn't something you felt comfortable with
Sheldon St.ClaireYou don't need a record of her face when you have her name on the card and a recent bill.

That is for a fact, sufficient information to verify identity with a timestamp.


Shawn Regrettably it is not, so

Please be advised that while the refunds are released from our system immediately, they may take 2-10 business days to show back up on your card, depending on your banking institution.

Shall I cancel the order for you? Or did you want to do the conference call?
Sheldon St.ClaireYou're not talking to her bank. You can talk to her and that's it.


Shawn Then I'll cancel the order

thank you for your interest in TextNow! I do apologize we couldn't work out this order today
Sheldon St.ClaireThat's fine. This is going on reddit anyways so people know to look out for your scam company. Have a wonderful day.


Shawn Did you have any further questions?
Sheldon St.ClaireNope.


Shawn I hope you get lots of post karma :)