Complaint: [redacted] I am rejecting this response because:I have tried to call the number at NetSpend multiple times, leaving voicemails twice, both times including my cell phone number where I could more easily be reached I have been unsuccessful in reaching [redacted] in person Also, in her message to you it states that the company takes information from people that are verified to be years of age or older My son is Who verified that he is at least 18? Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her disputes claimOn April 26, 2016, Ms [redacted] contacted us to open a disputes claim against four unauthorized transactions that posted on her accountThe card was immediately blocked and we ordered a replacementWe promptly opened a dispute claim and began our investigationWe also informed Ms [redacted] of the investigation timeframes afforded to financial institutions, under Regulation EOn May 10, our Disputes Department concluded the initial investigation of Ms [redacted] claim and requested her to provide a letter explaining why she feels an error was made on the chargesUpon receiving her complaint, we spoke with Ms [redacted] on June to discuss her claimShe provided the original email she sent to us on May 26, but it had no explanation of why she felt the transactions were in errorMs [redacted] provided an email with additional information and it was forwarded to our Disputes DepartmentWe advised Ms [redacted] that an update on her disputes claim will be available on June We have provided Ms [redacted] with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with activating her new NetSpend card She’s requesting account approval based on the information she sent in [redacted] purchased her new NetSpend card on December 30, Additional information was needed to fully activate her account due to a previous account she had with Netspend with a different last nameOur customer service requested for [redacted] to send in identity documents We attempted to contact [redacted] on January 20th, 21st and 25th by telephone to address her concerns, however, we have not heard back from herWe will assist [redacted] with approving her account once we speak with her.NetSpend regrets the inconvenience that [redacted] experienced while attempting to fully activate her card We have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Tuesday, August 22, To Whom It May Concern: Thank you for forwarding Mr [redacted] complaint # [redacted] to usAs you requested, we addressed this matter directly with Mr [redacted] on August 17, 21, and 22, by way of telephone and emailWe emailed Mr [redacted] with the details of actions taken on his account to resolve his concerns on August Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern.Thank you, [redacted] Customer Experience Speci**ist Netspend, a TSYS Company
Complaint: [redacted] Netspend informed myself and one of the merchants that the credit was reversed back off my accountNetspend should review the phone call between there representative myself and the merchantThat is what I have also been told by several other representative and supervisors with NetspendAlso the other merchant refunded a partial credit on my account so once I found out I filed a disputeI have been to the store on several occasions and they tell me that I have to contact my bank they have released the funds alreadyI will like to have all my money back from the merchant that is why I filed the dispute for Netspend to help assist me in getting my money backHalf of the miney is not acceptable.I can never receive a straightforward answer from NetspendNetspend needs to have better communication between there clients and just tell people the truth about their accountStop telling lies on people's account! Regards, [redacted] ***
Wednesday, September 21, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claimOn July 31, 2016, Mr [redacted] contacted us to report unauthorized transactions that posted to his account from MICROSOFT*XBOXWe immediately blocked his card to prevent further unauthorized activity and ordered him a replacement card to be mailed to his address on file We promptly opened a dispute claim and began our investigationWe also informed Mr [redacted] of the investigation timeframes afforded under Regulation EWe issued a provisional credit for the disputed transactions to Mr [redacted] ’s account on August 11.On September 14, we concluded our investigation with no credit being issued to Mr [redacted] ’s account due to the merchant providing documentation that validated the transactionsWe advised Mr [redacted] that the provisional credit issued to him on August 11, would be reversed on September We also provided Mr [redacted] with a copy of the documentation that the merchant sent.A member of our Corporate Response Team reached out to Mr [redacted] on September and explained the results of the investigation Mr [redacted] was not satisfied with the outcome and requested to escalate furtherA Supervisor from our Corporate Response Team reached out to Mr [redacted] and left him a voicemail with his contact informationWe provided reimbursement as a courtesy to Mr [redacted] ’s account due to the problems he encountered.We have provided [redacted] with our contact information should he have any other questions or need any further assistance Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Mr [redacted] states that he filed a disputes claim on an erroneous charge but he did not get his money backHe wants a refund immediately and compensation because his vacation was ruinedOn June 11, Sony Play Station charged Mr***’s card $Sony had his card number from earlier transactionsHe called to get the pending funds released back to the card balanceWe explained that he needed to call Sony first to cancel the transactionOnce we received confirmation from the merchant that they would not be collecting, we could release the funds back to his card balanceSony collected the charge later that dayMr [redacted] disputed the Sony Play Station transaction on June 12thWe informed him that we will update the disputes claim on June 26thThe provisional credit decision will be made on that dayNetSpend regrets the inconvenience that Mr [redacted] experienced with the charge on his cardWe have provided him our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience that she experienced with our customer service when her funds were moved to another cardholder’s accountShe’s requesting a refund for her funds that were transferred in error On November 24, 2015, Ms [redacted] called our Customer Service to report her card as lost and to transfer funds to a new card she purchased We blocked the lost card to safeguard her funds Consequently, our Risk Management Team blocks the transfer feature on newly activated cards and reviews the requests to move funds to a new account as a security measure Ms [redacted] later called to transfer her remaining funds to a new NetSpend card on November 30th The representative she spoke with moved the funds to an incorrect account When Ms [redacted] called back later that day, we disputed the errant transfer of funds Customer Service informed her that an update would be provided on the tenth business day, December 10th..A member of the Corporate Customer Response Team spoke with Ms [redacted] on December 2nd concerning the disputed transfers Later that day, the funds that were transferred in error were replaced Ms [redacted] received the rushed card order and was able to access her funds on December 3rd NetSpend regrets the inconvenience Ms [redacted] experienced with customer service The call recordings between Ms [redacted] and our Customer Service are being reviewed so that appropriate action can be taken We have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Monday, September 19, To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid Visa card he received as a giftWe are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with usThe requirement to obtain this information is displayed on the inside flap of the card package and is visible to consumers prior to purchaseThe card package also states that use of the card is limited prior to identity verification and that it is not a gift card.Mr [redacted] received a Netspend card intended to be used as a gift card on August 31, On September 15, Mr [redacted] contacted us to activate his card, but he did not want to provide his identity informationMr [redacted] elected to activate his card using the ‘Limited Use’ optionThe ‘Limited Use’ option allows the card to be used for PIN based transactions and in-store purchases only Once all the funds are dispensed, the card can be discarded because it cannot be reloaded A member of our Corporate Response Team reached out to Mr [redacted] on September We clarified how ‘Limited Use” works and Mr [redacted] requested to have a refund check be mailed to his address on file He should receive this check within business days.We apologized for the misinformation he received from our Customer Service DepartmentWe have reported this incident to the management staff of the customer service agents he spoke with.We have provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim.On September 15, 2016, Mr [redacted] contacted us to report unauthorized transactions that posted to his accountWe immediately blocked his card to prevent further unauthorized activity We promptly opened a dispute claim and began our investigationOn September 16, we concluded our investigation with no credit being issued to Mr [redacted] ’ account because based on a full review of Mr [redacted] card and usage history, we did not find that an error occurred We have reason to believe that the transactions were authorized and that Mr [redacted] benefited from the transactions A member of our Corporate Response Team spoke with Mr [redacted] on September and explained the results of the investigation.We apologize for the misinformation Mr [redacted] received from our Customer Service Department concerning the timeframe for the investigation to be completedWe conduct our investigations based on the timeframe afforded under Regulation EWe have reported this incident to the management staff of the customer service agents he spoke with to ensure that this is addressed.We have provided Mr [redacted] with our contact information should he have any other questions or need further assistance Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid Card Account her son, received as a gift We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a Card Account with us When our cardholders open a Card Account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed on the inside flap of the Card Account package and is visible to consumers prior to purchase Our package also informs the buyer that the person activating the card must be at least years of age and that this is not a gift card On December 24, 2016, Ms [redacted] contacted our Customer Service Department and attempted to activate her son’s new NetSpend Card Account We were unable to automatically verify his identity We informed Ms [redacted] that she would need to be the primary account holder for the account, as we are unable to approve accounts for any person under the age of and requested her to send documentation On April 7, Ms [redacted] and her son contacted us and the Card Account was set to “Limited Use” The ‘Limited Use’ option allows the card to be used for PIN based transactions and in-store purchases only Our records show a successful in store purchase completed the same day A member from our Corporate Office reached out to Ms [redacted] on April 11, 2017, and explained why we requested documentation Ms [redacted] requested that the account be closed and a refund check for the remaining balance As a courtesy, we waived the account maintenance and transaction fees Ms [redacted] will receive a refund check in the mail within business days We are sorry to hear that Ms [redacted] had a bad experience with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with to ensure that they receive appropriate coaching on our policies and procedures We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Senior Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the funds loaded on her Card Account On February 22, 2017, Ms [redacted] received a new Netspend Card Account from Check N Go with $deposited Ms [redacted] activated her card account and completed an online transaction that same day Later that evening, Check N Go contacted Netspend to void the transaction and retrieve $due to an error on their end which resulted in over deposit This action caused the card sale to be cancelled and removed Ms [redacted] card from the Card Account A member from our Corporate Office spoke with Ms [redacted] on February 24, 2017, and explained what happened on her Card Account We reattached her card to the account and she gained access to her funds We explained the use of the card account and issued her a courtesy credit we reimbursed the fees associated with her card We apologize for the inconvenience Ms [redacted] experienced as a result of the errant deposit and the retrieval of funds We have reported this incident to the management staff of the facility that issued her the Card Account We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Experience Specialist NetSpend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she has a block on her new account where the direct deposit is pendingShe wants the block removed and the deposit to postOn May 20, 2015, NetSpend sent an alert to Ms [redacted] about a pending deposit to her new accountThe agent incorrectly requested identity documents to be sent for reviewThe system automatically blocked her new account due to an outstanding balance on a previous account in her nameThe funds were not recovered to pay the negative balanceDue to the banking holiday on May 26th, Ms [redacted] ’ direct deposit was returned to the sender the next dayIt can take up to six days for the originator to receive the fundsNetSpend regrets the inconvenience Ms [redacted] experienced with the blocked accountShe has been given my contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Mr [redacted] states that his account was blocked due to a refund he receivedHe was transferred and put on hold for three hours to resolve the blockHe wants the account unblocked and the refund processedOn May 18, 2015, Mr***’s NetSpend card received a credit from T and H Sweeper in the amount of $The system blocked the account because there was no corresponding debit for that amount from that specific merchantHe called on May 19th to get the block removedOur Risk Department requested a copy of the original receipt for reviewThat same day the block was removed after receiving the requested documentNetSpend regrets any inconvenience Mr [redacted] experienced as a result of the merchant creditWe have provided him with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, December 18, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a direct deposit that was posted to an older account she established with NetSpend She’s requesting a refund for the amount she was charged on her previous account On November 6, 2015, a $deposit posted to Ms [redacted] ’ account she’s had since She called us on December 10th to close the previous account and move the funds to her new account The balance at the time of her call was $ [redacted] attempted to collect from Ms [redacted] ’ account six times in resulting in a $ACH (Automated Clearing House) decline fee each time The customer service agent transferred her funds to her new account and charged a $fee for the agent assisted transfer We reached out to Ms [redacted] by telephone and email on December 17th We have not had the opportunity to speak with her, but will assist with her concerns when she returns our call We have refunded the associated fees and we regret the inconvenience Ms [redacted] experienced as a result of the deposit posting to the wrong account We have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that her communication with Grubb Hub confirmed the charge to be fraudulent and it should not take business daysShe wants the refund immediatelyAs we stated in our previous response, Ms***’ disputes claim will be updated within ten business daysWe issued a provisional credit for the disputed transaction on the tenth business dayMs [redacted] was notifiedNetSpend understands the disputes process can be a lengthy oneWe appreciate Ms***’ patience while we attempt to retrieve her fundsShould she have any additional questions she can reach us at the toll free number, [redacted] Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the NetSpend Life Benefits.On March 31, 2016, Mr [redacted] contacted us to inquire about the Life Benefits programWe provided the customer service number to file a claim with Stonebridge Life Insurance Company, the underwriter for the Life Benefit programMr [redacted] contacted Stonebridge Life Insurance and was advised that the policy number we provided was invalid.On April 7, 2016, we spoke with Mr [redacted] and apologized for the difficulty he experienced while trying to file a claim through our Life Benefits programWe are in communications with Stonebridge Life Insurance to assist Mr [redacted] with filing his claimNetSpend offers this complimentary Accidental Death and Dismemberment coverage as a courtesy to eligible NetSpend cardholdersStonebridge Life Insurance is providing additional guidance to their Customer Service Department to handle these issues appropriatelyMr [redacted] will be contacted once an update is available on his claim.We provided Mr [redacted] with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning the inconvenience that she experienced with filing a disputes claim for an unauthorized transaction that occurred on her accountShe’s requesting access to her funds In an effort to protect NetSpend cardholders, our Risk Management Team regularly monitors their accounts in order to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the blocking of Ms [redacted] ’s accounts on December 15, As a result of these risk factors, Ms [redacted] is no longer eligible for NetSpend servicesHer first disputes claim closed on December 15th and her second claim closed on December 17th Both claims were paid out and the credited amount was mailed to Ms [redacted] ’s address on December 21st We reached out to Ms [redacted] by telephone and email on January 6, to address her concerns, but have not had the opportunity to speak with herNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of her account closureWe have provided her our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Card Account offer that was sent to her address NetSpend relies on affiliate marketing services as a source for reaching potential new customers and Card Account offer recipients’ information is acquired through these business relationshipsA consumer’s name and address is provided to the affiliate marketing service when the consumer opts in to receive offers and marketing materials from the third party, as well as any third party with whom they may share the informationBecause NetSpend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers years of age and older and have received permission to share it with us The offer is not active and cannot be used unless activatedDuring activation, NetSpend verifies the identity of the person activating the offer to ensure that the Card Account offer can only be used by the intended recipientIf the recipient cannot be verified, then the offer cannot be activated A member of our Corporate Response Team spoke with Ms [redacted] on January 16, and informed her that the Card Account offer sent to her is permanently blocked and the name and address have been removed from our mailing list She should not receive any future offers from NetSpend managed products Additionally, we have submitted a request to our Marketing Department to provide information concerning how her name and address were obtained That information will be conveyed to Ms [redacted] once it is received We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Response Team NetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because:the way things were handled was ridiculous and the people were very rude and not helpful in any way Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:I have tried to call the number at NetSpend multiple times, leaving voicemails twice, both times including my cell phone number where I could more easily be reached I have been unsuccessful in reaching [redacted] in person Also, in her message to you it states that the company takes information from people that are verified to be years of age or older My son is Who verified that he is at least 18? Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her disputes claimOn April 26, 2016, Ms [redacted] contacted us to open a disputes claim against four unauthorized transactions that posted on her accountThe card was immediately blocked and we ordered a replacementWe promptly opened a dispute claim and began our investigationWe also informed Ms [redacted] of the investigation timeframes afforded to financial institutions, under Regulation EOn May 10, our Disputes Department concluded the initial investigation of Ms [redacted] claim and requested her to provide a letter explaining why she feels an error was made on the chargesUpon receiving her complaint, we spoke with Ms [redacted] on June to discuss her claimShe provided the original email she sent to us on May 26, but it had no explanation of why she felt the transactions were in errorMs [redacted] provided an email with additional information and it was forwarded to our Disputes DepartmentWe advised Ms [redacted] that an update on her disputes claim will be available on June We have provided Ms [redacted] with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with activating her new NetSpend card She’s requesting account approval based on the information she sent in [redacted] purchased her new NetSpend card on December 30, Additional information was needed to fully activate her account due to a previous account she had with Netspend with a different last nameOur customer service requested for [redacted] to send in identity documents We attempted to contact [redacted] on January 20th, 21st and 25th by telephone to address her concerns, however, we have not heard back from herWe will assist [redacted] with approving her account once we speak with her.NetSpend regrets the inconvenience that [redacted] experienced while attempting to fully activate her card We have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Tuesday, August 22, To Whom It May Concern: Thank you for forwarding Mr [redacted] complaint # [redacted] to usAs you requested, we addressed this matter directly with Mr [redacted] on August 17, 21, and 22, by way of telephone and emailWe emailed Mr [redacted] with the details of actions taken on his account to resolve his concerns on August Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern.Thank you, [redacted] Customer Experience Speci**ist Netspend, a TSYS Company
Complaint: [redacted] Netspend informed myself and one of the merchants that the credit was reversed back off my accountNetspend should review the phone call between there representative myself and the merchantThat is what I have also been told by several other representative and supervisors with NetspendAlso the other merchant refunded a partial credit on my account so once I found out I filed a disputeI have been to the store on several occasions and they tell me that I have to contact my bank they have released the funds alreadyI will like to have all my money back from the merchant that is why I filed the dispute for Netspend to help assist me in getting my money backHalf of the miney is not acceptable.I can never receive a straightforward answer from NetspendNetspend needs to have better communication between there clients and just tell people the truth about their accountStop telling lies on people's account! Regards, [redacted] ***
Wednesday, September 21, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claimOn July 31, 2016, Mr [redacted] contacted us to report unauthorized transactions that posted to his account from MICROSOFT*XBOXWe immediately blocked his card to prevent further unauthorized activity and ordered him a replacement card to be mailed to his address on file We promptly opened a dispute claim and began our investigationWe also informed Mr [redacted] of the investigation timeframes afforded under Regulation EWe issued a provisional credit for the disputed transactions to Mr [redacted] ’s account on August 11.On September 14, we concluded our investigation with no credit being issued to Mr [redacted] ’s account due to the merchant providing documentation that validated the transactionsWe advised Mr [redacted] that the provisional credit issued to him on August 11, would be reversed on September We also provided Mr [redacted] with a copy of the documentation that the merchant sent.A member of our Corporate Response Team reached out to Mr [redacted] on September and explained the results of the investigation Mr [redacted] was not satisfied with the outcome and requested to escalate furtherA Supervisor from our Corporate Response Team reached out to Mr [redacted] and left him a voicemail with his contact informationWe provided reimbursement as a courtesy to Mr [redacted] ’s account due to the problems he encountered.We have provided [redacted] with our contact information should he have any other questions or need any further assistance Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Mr [redacted] states that he filed a disputes claim on an erroneous charge but he did not get his money backHe wants a refund immediately and compensation because his vacation was ruinedOn June 11, Sony Play Station charged Mr***’s card $Sony had his card number from earlier transactionsHe called to get the pending funds released back to the card balanceWe explained that he needed to call Sony first to cancel the transactionOnce we received confirmation from the merchant that they would not be collecting, we could release the funds back to his card balanceSony collected the charge later that dayMr [redacted] disputed the Sony Play Station transaction on June 12thWe informed him that we will update the disputes claim on June 26thThe provisional credit decision will be made on that dayNetSpend regrets the inconvenience that Mr [redacted] experienced with the charge on his cardWe have provided him our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience that she experienced with our customer service when her funds were moved to another cardholder’s accountShe’s requesting a refund for her funds that were transferred in error On November 24, 2015, Ms [redacted] called our Customer Service to report her card as lost and to transfer funds to a new card she purchased We blocked the lost card to safeguard her funds Consequently, our Risk Management Team blocks the transfer feature on newly activated cards and reviews the requests to move funds to a new account as a security measure Ms [redacted] later called to transfer her remaining funds to a new NetSpend card on November 30th The representative she spoke with moved the funds to an incorrect account When Ms [redacted] called back later that day, we disputed the errant transfer of funds Customer Service informed her that an update would be provided on the tenth business day, December 10th..A member of the Corporate Customer Response Team spoke with Ms [redacted] on December 2nd concerning the disputed transfers Later that day, the funds that were transferred in error were replaced Ms [redacted] received the rushed card order and was able to access her funds on December 3rd NetSpend regrets the inconvenience Ms [redacted] experienced with customer service The call recordings between Ms [redacted] and our Customer Service are being reviewed so that appropriate action can be taken We have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Monday, September 19, To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid Visa card he received as a giftWe are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with usThe requirement to obtain this information is displayed on the inside flap of the card package and is visible to consumers prior to purchaseThe card package also states that use of the card is limited prior to identity verification and that it is not a gift card.Mr [redacted] received a Netspend card intended to be used as a gift card on August 31, On September 15, Mr [redacted] contacted us to activate his card, but he did not want to provide his identity informationMr [redacted] elected to activate his card using the ‘Limited Use’ optionThe ‘Limited Use’ option allows the card to be used for PIN based transactions and in-store purchases only Once all the funds are dispensed, the card can be discarded because it cannot be reloaded A member of our Corporate Response Team reached out to Mr [redacted] on September We clarified how ‘Limited Use” works and Mr [redacted] requested to have a refund check be mailed to his address on file He should receive this check within business days.We apologized for the misinformation he received from our Customer Service DepartmentWe have reported this incident to the management staff of the customer service agents he spoke with.We have provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim.On September 15, 2016, Mr [redacted] contacted us to report unauthorized transactions that posted to his accountWe immediately blocked his card to prevent further unauthorized activity We promptly opened a dispute claim and began our investigationOn September 16, we concluded our investigation with no credit being issued to Mr [redacted] ’ account because based on a full review of Mr [redacted] card and usage history, we did not find that an error occurred We have reason to believe that the transactions were authorized and that Mr [redacted] benefited from the transactions A member of our Corporate Response Team spoke with Mr [redacted] on September and explained the results of the investigation.We apologize for the misinformation Mr [redacted] received from our Customer Service Department concerning the timeframe for the investigation to be completedWe conduct our investigations based on the timeframe afforded under Regulation EWe have reported this incident to the management staff of the customer service agents he spoke with to ensure that this is addressed.We have provided Mr [redacted] with our contact information should he have any other questions or need further assistance Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid Card Account her son, received as a gift We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a Card Account with us When our cardholders open a Card Account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed on the inside flap of the Card Account package and is visible to consumers prior to purchase Our package also informs the buyer that the person activating the card must be at least years of age and that this is not a gift card On December 24, 2016, Ms [redacted] contacted our Customer Service Department and attempted to activate her son’s new NetSpend Card Account We were unable to automatically verify his identity We informed Ms [redacted] that she would need to be the primary account holder for the account, as we are unable to approve accounts for any person under the age of and requested her to send documentation On April 7, Ms [redacted] and her son contacted us and the Card Account was set to “Limited Use” The ‘Limited Use’ option allows the card to be used for PIN based transactions and in-store purchases only Our records show a successful in store purchase completed the same day A member from our Corporate Office reached out to Ms [redacted] on April 11, 2017, and explained why we requested documentation Ms [redacted] requested that the account be closed and a refund check for the remaining balance As a courtesy, we waived the account maintenance and transaction fees Ms [redacted] will receive a refund check in the mail within business days We are sorry to hear that Ms [redacted] had a bad experience with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with to ensure that they receive appropriate coaching on our policies and procedures We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Senior Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the funds loaded on her Card Account On February 22, 2017, Ms [redacted] received a new Netspend Card Account from Check N Go with $deposited Ms [redacted] activated her card account and completed an online transaction that same day Later that evening, Check N Go contacted Netspend to void the transaction and retrieve $due to an error on their end which resulted in over deposit This action caused the card sale to be cancelled and removed Ms [redacted] card from the Card Account A member from our Corporate Office spoke with Ms [redacted] on February 24, 2017, and explained what happened on her Card Account We reattached her card to the account and she gained access to her funds We explained the use of the card account and issued her a courtesy credit we reimbursed the fees associated with her card We apologize for the inconvenience Ms [redacted] experienced as a result of the errant deposit and the retrieval of funds We have reported this incident to the management staff of the facility that issued her the Card Account We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Experience Specialist NetSpend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she has a block on her new account where the direct deposit is pendingShe wants the block removed and the deposit to postOn May 20, 2015, NetSpend sent an alert to Ms [redacted] about a pending deposit to her new accountThe agent incorrectly requested identity documents to be sent for reviewThe system automatically blocked her new account due to an outstanding balance on a previous account in her nameThe funds were not recovered to pay the negative balanceDue to the banking holiday on May 26th, Ms [redacted] ’ direct deposit was returned to the sender the next dayIt can take up to six days for the originator to receive the fundsNetSpend regrets the inconvenience Ms [redacted] experienced with the blocked accountShe has been given my contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Mr [redacted] states that his account was blocked due to a refund he receivedHe was transferred and put on hold for three hours to resolve the blockHe wants the account unblocked and the refund processedOn May 18, 2015, Mr***’s NetSpend card received a credit from T and H Sweeper in the amount of $The system blocked the account because there was no corresponding debit for that amount from that specific merchantHe called on May 19th to get the block removedOur Risk Department requested a copy of the original receipt for reviewThat same day the block was removed after receiving the requested documentNetSpend regrets any inconvenience Mr [redacted] experienced as a result of the merchant creditWe have provided him with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, December 18, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a direct deposit that was posted to an older account she established with NetSpend She’s requesting a refund for the amount she was charged on her previous account On November 6, 2015, a $deposit posted to Ms [redacted] ’ account she’s had since She called us on December 10th to close the previous account and move the funds to her new account The balance at the time of her call was $ [redacted] attempted to collect from Ms [redacted] ’ account six times in resulting in a $ACH (Automated Clearing House) decline fee each time The customer service agent transferred her funds to her new account and charged a $fee for the agent assisted transfer We reached out to Ms [redacted] by telephone and email on December 17th We have not had the opportunity to speak with her, but will assist with her concerns when she returns our call We have refunded the associated fees and we regret the inconvenience Ms [redacted] experienced as a result of the deposit posting to the wrong account We have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that her communication with Grubb Hub confirmed the charge to be fraudulent and it should not take business daysShe wants the refund immediatelyAs we stated in our previous response, Ms***’ disputes claim will be updated within ten business daysWe issued a provisional credit for the disputed transaction on the tenth business dayMs [redacted] was notifiedNetSpend understands the disputes process can be a lengthy oneWe appreciate Ms***’ patience while we attempt to retrieve her fundsShould she have any additional questions she can reach us at the toll free number, [redacted] Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the NetSpend Life Benefits.On March 31, 2016, Mr [redacted] contacted us to inquire about the Life Benefits programWe provided the customer service number to file a claim with Stonebridge Life Insurance Company, the underwriter for the Life Benefit programMr [redacted] contacted Stonebridge Life Insurance and was advised that the policy number we provided was invalid.On April 7, 2016, we spoke with Mr [redacted] and apologized for the difficulty he experienced while trying to file a claim through our Life Benefits programWe are in communications with Stonebridge Life Insurance to assist Mr [redacted] with filing his claimNetSpend offers this complimentary Accidental Death and Dismemberment coverage as a courtesy to eligible NetSpend cardholdersStonebridge Life Insurance is providing additional guidance to their Customer Service Department to handle these issues appropriatelyMr [redacted] will be contacted once an update is available on his claim.We provided Mr [redacted] with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning the inconvenience that she experienced with filing a disputes claim for an unauthorized transaction that occurred on her accountShe’s requesting access to her funds In an effort to protect NetSpend cardholders, our Risk Management Team regularly monitors their accounts in order to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the blocking of Ms [redacted] ’s accounts on December 15, As a result of these risk factors, Ms [redacted] is no longer eligible for NetSpend servicesHer first disputes claim closed on December 15th and her second claim closed on December 17th Both claims were paid out and the credited amount was mailed to Ms [redacted] ’s address on December 21st We reached out to Ms [redacted] by telephone and email on January 6, to address her concerns, but have not had the opportunity to speak with herNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of her account closureWe have provided her our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Card Account offer that was sent to her address NetSpend relies on affiliate marketing services as a source for reaching potential new customers and Card Account offer recipients’ information is acquired through these business relationshipsA consumer’s name and address is provided to the affiliate marketing service when the consumer opts in to receive offers and marketing materials from the third party, as well as any third party with whom they may share the informationBecause NetSpend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers years of age and older and have received permission to share it with us The offer is not active and cannot be used unless activatedDuring activation, NetSpend verifies the identity of the person activating the offer to ensure that the Card Account offer can only be used by the intended recipientIf the recipient cannot be verified, then the offer cannot be activated A member of our Corporate Response Team spoke with Ms [redacted] on January 16, and informed her that the Card Account offer sent to her is permanently blocked and the name and address have been removed from our mailing list She should not receive any future offers from NetSpend managed products Additionally, we have submitted a request to our Marketing Department to provide information concerning how her name and address were obtained That information will be conveyed to Ms [redacted] once it is received We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Response Team NetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because:the way things were handled was ridiculous and the people were very rude and not helpful in any way Regards, [redacted]