Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you for resolving this issue NetspendI am glad that you have removed connection with the entity that started the problem Regards, [redacted] ***
Revdex.com: Good Morning,I did get a call from NetSpend, but nothing was solvedShe told me the same thing a few of her customer service reps told me, and that was she don't see paymentsAs said before, the very first CSR told me SHE SEEN EVERY PAYMENT, and their bank has took the money alreadyNow, that info has not been seen again in there files, but two other reps said they saw two of the paymentsNothing has changedI'm still getting calls from CitibankMy acctIs being added late fees on something that's been paid already and it's going to mess up my creditNot excepted I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the text message she received on her cell phone and the information provided by our customer service She’s requesting for her number to be removed from our system On February 4, 2016, we spoke with Ms [redacted] and addressed her concerns Our Activity Alerts feature informs our cardholders of selected actions on their accounts Our cardholder has been notified that the incorrect cell phone number was entered and they need to provide a new number NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of receiving the text messages We 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
Wednesday, July 6, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his card activation 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 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 the fees are listed on the outside cover for viewing before purchasing On June 24, 2016, Mr [redacted] attempted to activate his new NetSpend card, but his identity information could not be automatically verified We requested him to provide copies of his identification documents to verify his identity manually The documents received were too dark to read and we were unable to approve Mr [redacted] ’s account In response to her communication, we spoke with Mr [redacted] on July 6, to explain the options for his card He elected to have the card converted to “Limited Use” This option allows him to use the card for in store purchases only Once the funds are dispensed, the card can be discarded We have provided Mr [redacted] with our contact information should he have any additional question 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] Ms [redacted] mentions she purchased four cards that were blocked until she could provide identity documents to NetSpendShe’s requesting a refund for the full purchase price of the cardsOur Risk Management Team regularly monitors new and existing cardholder’s accounts in efforts 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 October 8, She was informed that the accounts required additional security verificationMs [redacted] refused to send the requested documents and opted to receive a refund checkOn October 14, 2015, we spoke with Ms [redacted] concerning the refund for her cardsShe provided the information to locate two of the cards she purchasedWe refunded the purchase price and the monthly fee plan cost to those cardsWe requested checks to be sent to the address she providedShe will contact us later with the other two cards so we can process those refunds alsoNetSpend regrets the inconvenience that Ms [redacted] experienced while attempting to activate her cardsWe have provided her 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 disputes claim that she opened for an unauthorized transaction that was made on her account She’s requesting to be refunded for the unauthorized transactionOn September 3, 2015, Ms [redacted] reported an unauthorized transaction on her NetSpend card We informed her that an update would be provided within ten business days, September 18th On the tenth business day, our Disputes Department closed the claim with no error found on the disputed transaction, and no funds were reimbursed to the account On the same day a letter was mailed to her asking for clarification on why she felt an error occurred on the charge We reached out to Ms [redacted] on October 30th by telephone and email Unfortunately, we have yet to speak with her, but will address her concerns when she contacts us back NetSpend regrets any inconvenience that Ms [redacted] experienced as a result of the disputes claim decisionWe 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
Friday, January 05, 2018To Whom It May Concern: Thank you for forwarding Mr [redacted] ’ complaint to usWe 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 card packaging prior to purchase.We attempted to reach Mr [redacted] by phone and email on January 5, 2018, but unfortunately, we were unable to speak with himThe email we sent to Mr [redacted] outlined our actions to resolve his complaintA refund check will be mailed to the address he provided and should be received in business daysThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern.Thank you, [redacted] Customer Experience AnalystNetspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid MasterCard offer she received in the mailNetSpend relies on affiliate marketing services as a source for reaching potential new customers and card 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 usThe 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 offer can only be used by the intended recipientIf the recipient cannot be verified, then the offer cannot be activatedIn response to this communication, we permanently blocked the card offer on June 30, Additionally, we have submitted a request to our Marketing Department to provide information concerning how her name and address was obtainedWe will provide Ms [redacted] with this information once it is receivedWe have also removed Ms [redacted] ’s name and address from our mailing list and she should not receive any future offers from any NetSpend managed programsMs [redacted] has been provided 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] *** Mr [redacted] states that he loaded $onto his card, but it never posted to the account He wants his money deposited immediately On August 14, 2015, we reached out to Mr [redacted] by telephone and emailUnfortunately we were unable to reach him, but have left messages with our contact information When Mr [redacted] contacts us back, we will need to know how he loaded his card, the location in which he loaded his funds, as well as the date that the transaction took place Once he responds to our inquiry, we can further review his concern NetSpend regrets the inconvenience that Mr [redacted] experienced while loading money onto his card He has been given our contact information should he have any further 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 an expedited card that he did not receive for his new Turbo Tax account He’s requesting to receive the card as asoon as possible and compensation for his inconvenience On February 29, 2016, Mr [redacted] contacted us because he had not received his Netspend cardWe ordered a card to be expedited to his address on fileOn March 3rd, I spoke with Mr [redacted] to address his full concerns, and advised that the UPS tracking number shows he should receive his card that dayNetSpend regrets the inconvenience that Mr [redacted] experienced while waiting to receive his cardWe have provider him 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 a PayPal instant transferOn June 18, 2016, Ms [redacted] attempted an instant transfer from her PayPal account to her PayPal Prepaid MasterCardThe transfer failed because our system was experiencing technical difficultiesThe transfer feature was functioning again on June We spoke with Ms [redacted] on June about her PayPal transfersWe apologized for any inconvenience she experienced during the PayPal transfer service interruption and issued a courtesy credit to her accountWe provided Ms [redacted] with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Wednesday, February 17, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] [redacted] concerning unauthorized bill pay transactions on her NetSpend accountShe’s requesting to have the funds returned to her account On February 17, 2016, we spoke with Ms [redacted] and addressed her concerns She informed us that someone stole her laptop computer and used her login to set up a recurring payment deducted from her account We assisted her with stopping the payment schedule going forward and a case has been started to dispute the last payment deducted from Ms [redacted] ’s account Since she had other sensitive information stored in her laptop, we recommended that she contact the Federal Trade Commission to report identity theft at [redacted] or visit the website, [redacted] The FTC will provide a walk-through on how to report ID theft to credit bureaus, FTC, police, and affected financial institutions NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of having her computer stolenWe have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company Tell us why here
Friday, January 27, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim During routine monitoring, we placed a temporary restriction on Ms [redacted] Card Account on January 12, at 4:PM CST, because we detected suspicious activity with a Circle K transaction Ms [redacted] contacted us at 4:PM CST, and confirmed the transaction attempt was authorized in order to remove the restriction from her Card AccountOn January 12, 2017, at 6:PM CST, Ms [redacted] contacted us to release a pending transaction with Circle K for $that she stated was unauthorized We informed her that the pending transaction could not be released If a cardholder requests a release before we receive the merchant’s settlement request, we require written confirmation from the merchantWe request confirmation for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions.On January 13, Ms [redacted] contacted us to dispute unauthorized transactions that posted to her Card Account We immediately blocked her card to prevent further unauthorized charges and ordered her a replacement card We opened dispute claim number [redacted] and began our investigation We also informed Ms [redacted] of the timeframe afforded under Regulation E In response to her communication, we spoke with Ms [redacted] on January 26, and explained the dispute process We completed our investigation on January 30, and provided full reimbursment for the disputed transactions We apologize for the service that Ms [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with.Ms [redacted] has been provided with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Experience TeamNetSpend, a TSYS Company
To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by St [redacted] concerning the inconvenience he experienced with his dispute while he was incarceratedOn March 15, 2016, Mr [redacted] disputed ten unauthorized PIN and signature based transactions that occurred on his NetSpend card between the dates February 4th and March 3rd Our Disputes Department closed his claim on March 29th as no error found and no credit issued A dispute closure letter was mailed to his address and emailed to his inbox at [redacted] Our Disputes Department reviewed additional information sent by Mr [redacted] ***, and determined the disputes claim remains closed with no error found We emailed the details of the disputes decision to MrLa [redacted] on April 1st NetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the closing of his disputes claimWe have provided him our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that she contacted the IRS and they do not know about her returned tax refundShe wants information on the returned fundsAs we stated in our last response, Ms***’ funds have been returned to the Internal Revenue ServiceWe gave her the lead number for the money sent back to themAt this time we have no other information to provide herThe funds are no longer with NetSpendMs [redacted] will have to contact the IRS for any updates in their processing of her returned refundThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that she was on the phone with NetSpend while she was getting unauthorized charges on her card in another stateShe wants to receive credit for the disputed transactionsOn May 21, 2015, Ms [redacted] called to report unauthorized charges on her NetSpend cardThe charges were pending at the time and we informed her they could be disputed if the merchants collected the fundsTwo days later, when the merchants collected, she opened the disputes claimWe notified Ms [redacted] that an update would be given in ten business days, June 8thThe provisional credit decision will be made at that timeNetSpend regrets the inconvenience Ms [redacted] experienced with the unauthorized charges on her cardWe do appreciate her patience as we attempt to retrieve her funds from the merchantsShe 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 a rebuttal complaint # [redacted] filed with your office by [redacted] Ms [redacted] mentions she had a $cent balance and she was given wrong informationShe requests the overdraft fee to be refunded back to her account due to the incorrect information she was providedAs mentioned in our previous response, Ms [redacted] ’s balance was negative, $(82.56), when she used her card for a $transaction on August 24, Our records show five hours prior to the transaction, Ms [redacted] used the text message feature to check the card balanceThe same balance information can also be viewed at no cost through the website www.netspend.comThe $overdraft fee charged as a result of the $transaction was in accordance with the terms of the programNetSpend regrets the inconvenience that Ms [redacted] experienced with the overdraft feesWe have provided her with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Thursday, December 10, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning access to the funds she loaded on to her NetSpend card She’s requesting the funds to be released to her Our Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholders Ms [redacted] ’s account was blocked by the Fraud Prevention Team on December 3, 2015, due to certain factors that required her identity to be validated We requested documents to validate her identity when she called in to inquire about her account Unfortunately, the documents we received were not sufficient to remove the account block or send the remaining funds to Ms [redacted] We spoke with Ms [redacted] and provided her with a list of acceptable documents to remove the account block on December 8thThe acceptable documents were received on December 10th and the block was removed NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the account blockWe 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
Friday, July 29, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend card offer that was sent to her son who is a minorNetSpend relies on affiliate marketing services as a source for reaching potential new customers and card 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 usThe 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 offer can only be used by the intended recipientIf the recipient cannot be verified, then the offer cannot be activatedOn July 29, 2016, we spoke with Ms [redacted] and informed her that the card offer sent to her son is permanently blocked and the name and address have been removed from our mailing listThey should not receive any future offers from NetSpend managed productsAdditionally, we have submitted a request to our Marketing Department to provide information concerning how her son’s name and address were obtainedThat information will be conveyed to Ms [redacted] once it is receivedWe apologize for the service that Ms [redacted] experienced with our Customer Service DepartmentWe have reported this incident to the management staff of the customer service agents she spoke withMs [redacted] has been provided 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: Thank you for forwarding Ms [redacted] additional commentsAs you requested, we addressed this matter directly with Ms [redacted] on March 27, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business daysThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you for resolving this issue NetspendI am glad that you have removed connection with the entity that started the problem Regards, [redacted] ***
Revdex.com: Good Morning,I did get a call from NetSpend, but nothing was solvedShe told me the same thing a few of her customer service reps told me, and that was she don't see paymentsAs said before, the very first CSR told me SHE SEEN EVERY PAYMENT, and their bank has took the money alreadyNow, that info has not been seen again in there files, but two other reps said they saw two of the paymentsNothing has changedI'm still getting calls from CitibankMy acctIs being added late fees on something that's been paid already and it's going to mess up my creditNot excepted I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the text message she received on her cell phone and the information provided by our customer service She’s requesting for her number to be removed from our system On February 4, 2016, we spoke with Ms [redacted] and addressed her concerns Our Activity Alerts feature informs our cardholders of selected actions on their accounts Our cardholder has been notified that the incorrect cell phone number was entered and they need to provide a new number NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of receiving the text messages We 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
Wednesday, July 6, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his card activation 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 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 the fees are listed on the outside cover for viewing before purchasing On June 24, 2016, Mr [redacted] attempted to activate his new NetSpend card, but his identity information could not be automatically verified We requested him to provide copies of his identification documents to verify his identity manually The documents received were too dark to read and we were unable to approve Mr [redacted] ’s account In response to her communication, we spoke with Mr [redacted] on July 6, to explain the options for his card He elected to have the card converted to “Limited Use” This option allows him to use the card for in store purchases only Once the funds are dispensed, the card can be discarded We have provided Mr [redacted] with our contact information should he have any additional question 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] Ms [redacted] mentions she purchased four cards that were blocked until she could provide identity documents to NetSpendShe’s requesting a refund for the full purchase price of the cardsOur Risk Management Team regularly monitors new and existing cardholder’s accounts in efforts 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 October 8, She was informed that the accounts required additional security verificationMs [redacted] refused to send the requested documents and opted to receive a refund checkOn October 14, 2015, we spoke with Ms [redacted] concerning the refund for her cardsShe provided the information to locate two of the cards she purchasedWe refunded the purchase price and the monthly fee plan cost to those cardsWe requested checks to be sent to the address she providedShe will contact us later with the other two cards so we can process those refunds alsoNetSpend regrets the inconvenience that Ms [redacted] experienced while attempting to activate her cardsWe have provided her 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 disputes claim that she opened for an unauthorized transaction that was made on her account She’s requesting to be refunded for the unauthorized transactionOn September 3, 2015, Ms [redacted] reported an unauthorized transaction on her NetSpend card We informed her that an update would be provided within ten business days, September 18th On the tenth business day, our Disputes Department closed the claim with no error found on the disputed transaction, and no funds were reimbursed to the account On the same day a letter was mailed to her asking for clarification on why she felt an error occurred on the charge We reached out to Ms [redacted] on October 30th by telephone and email Unfortunately, we have yet to speak with her, but will address her concerns when she contacts us back NetSpend regrets any inconvenience that Ms [redacted] experienced as a result of the disputes claim decisionWe 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
Friday, January 05, 2018To Whom It May Concern: Thank you for forwarding Mr [redacted] ’ complaint to usWe 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 card packaging prior to purchase.We attempted to reach Mr [redacted] by phone and email on January 5, 2018, but unfortunately, we were unable to speak with himThe email we sent to Mr [redacted] outlined our actions to resolve his complaintA refund check will be mailed to the address he provided and should be received in business daysThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern.Thank you, [redacted] Customer Experience AnalystNetspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Prepaid MasterCard offer she received in the mailNetSpend relies on affiliate marketing services as a source for reaching potential new customers and card 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 usThe 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 offer can only be used by the intended recipientIf the recipient cannot be verified, then the offer cannot be activatedIn response to this communication, we permanently blocked the card offer on June 30, Additionally, we have submitted a request to our Marketing Department to provide information concerning how her name and address was obtainedWe will provide Ms [redacted] with this information once it is receivedWe have also removed Ms [redacted] ’s name and address from our mailing list and she should not receive any future offers from any NetSpend managed programsMs [redacted] has been provided 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] *** Mr [redacted] states that he loaded $onto his card, but it never posted to the account He wants his money deposited immediately On August 14, 2015, we reached out to Mr [redacted] by telephone and emailUnfortunately we were unable to reach him, but have left messages with our contact information When Mr [redacted] contacts us back, we will need to know how he loaded his card, the location in which he loaded his funds, as well as the date that the transaction took place Once he responds to our inquiry, we can further review his concern NetSpend regrets the inconvenience that Mr [redacted] experienced while loading money onto his card He has been given our contact information should he have any further 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 an expedited card that he did not receive for his new Turbo Tax account He’s requesting to receive the card as asoon as possible and compensation for his inconvenience On February 29, 2016, Mr [redacted] contacted us because he had not received his Netspend cardWe ordered a card to be expedited to his address on fileOn March 3rd, I spoke with Mr [redacted] to address his full concerns, and advised that the UPS tracking number shows he should receive his card that dayNetSpend regrets the inconvenience that Mr [redacted] experienced while waiting to receive his cardWe have provider him 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 a PayPal instant transferOn June 18, 2016, Ms [redacted] attempted an instant transfer from her PayPal account to her PayPal Prepaid MasterCardThe transfer failed because our system was experiencing technical difficultiesThe transfer feature was functioning again on June We spoke with Ms [redacted] on June about her PayPal transfersWe apologized for any inconvenience she experienced during the PayPal transfer service interruption and issued a courtesy credit to her accountWe provided Ms [redacted] with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Wednesday, February 17, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] [redacted] concerning unauthorized bill pay transactions on her NetSpend accountShe’s requesting to have the funds returned to her account On February 17, 2016, we spoke with Ms [redacted] and addressed her concerns She informed us that someone stole her laptop computer and used her login to set up a recurring payment deducted from her account We assisted her with stopping the payment schedule going forward and a case has been started to dispute the last payment deducted from Ms [redacted] ’s account Since she had other sensitive information stored in her laptop, we recommended that she contact the Federal Trade Commission to report identity theft at [redacted] or visit the website, [redacted] The FTC will provide a walk-through on how to report ID theft to credit bureaus, FTC, police, and affected financial institutions NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of having her computer stolenWe have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company Tell us why here
Friday, January 27, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim During routine monitoring, we placed a temporary restriction on Ms [redacted] Card Account on January 12, at 4:PM CST, because we detected suspicious activity with a Circle K transaction Ms [redacted] contacted us at 4:PM CST, and confirmed the transaction attempt was authorized in order to remove the restriction from her Card AccountOn January 12, 2017, at 6:PM CST, Ms [redacted] contacted us to release a pending transaction with Circle K for $that she stated was unauthorized We informed her that the pending transaction could not be released If a cardholder requests a release before we receive the merchant’s settlement request, we require written confirmation from the merchantWe request confirmation for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions.On January 13, Ms [redacted] contacted us to dispute unauthorized transactions that posted to her Card Account We immediately blocked her card to prevent further unauthorized charges and ordered her a replacement card We opened dispute claim number [redacted] and began our investigation We also informed Ms [redacted] of the timeframe afforded under Regulation E In response to her communication, we spoke with Ms [redacted] on January 26, and explained the dispute process We completed our investigation on January 30, and provided full reimbursment for the disputed transactions We apologize for the service that Ms [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with.Ms [redacted] has been provided with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Experience TeamNetSpend, a TSYS Company
To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by St [redacted] concerning the inconvenience he experienced with his dispute while he was incarceratedOn March 15, 2016, Mr [redacted] disputed ten unauthorized PIN and signature based transactions that occurred on his NetSpend card between the dates February 4th and March 3rd Our Disputes Department closed his claim on March 29th as no error found and no credit issued A dispute closure letter was mailed to his address and emailed to his inbox at [redacted] Our Disputes Department reviewed additional information sent by Mr [redacted] ***, and determined the disputes claim remains closed with no error found We emailed the details of the disputes decision to MrLa [redacted] on April 1st NetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the closing of his disputes claimWe have provided him our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that she contacted the IRS and they do not know about her returned tax refundShe wants information on the returned fundsAs we stated in our last response, Ms***’ funds have been returned to the Internal Revenue ServiceWe gave her the lead number for the money sent back to themAt this time we have no other information to provide herThe funds are no longer with NetSpendMs [redacted] will have to contact the IRS for any updates in their processing of her returned refundThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that she was on the phone with NetSpend while she was getting unauthorized charges on her card in another stateShe wants to receive credit for the disputed transactionsOn May 21, 2015, Ms [redacted] called to report unauthorized charges on her NetSpend cardThe charges were pending at the time and we informed her they could be disputed if the merchants collected the fundsTwo days later, when the merchants collected, she opened the disputes claimWe notified Ms [redacted] that an update would be given in ten business days, June 8thThe provisional credit decision will be made at that timeNetSpend regrets the inconvenience Ms [redacted] experienced with the unauthorized charges on her cardWe do appreciate her patience as we attempt to retrieve her funds from the merchantsShe 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 a rebuttal complaint # [redacted] filed with your office by [redacted] Ms [redacted] mentions she had a $cent balance and she was given wrong informationShe requests the overdraft fee to be refunded back to her account due to the incorrect information she was providedAs mentioned in our previous response, Ms [redacted] ’s balance was negative, $(82.56), when she used her card for a $transaction on August 24, Our records show five hours prior to the transaction, Ms [redacted] used the text message feature to check the card balanceThe same balance information can also be viewed at no cost through the website www.netspend.comThe $overdraft fee charged as a result of the $transaction was in accordance with the terms of the programNetSpend regrets the inconvenience that Ms [redacted] experienced with the overdraft feesWe have provided her with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Thursday, December 10, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning access to the funds she loaded on to her NetSpend card She’s requesting the funds to be released to her Our Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholders Ms [redacted] ’s account was blocked by the Fraud Prevention Team on December 3, 2015, due to certain factors that required her identity to be validated We requested documents to validate her identity when she called in to inquire about her account Unfortunately, the documents we received were not sufficient to remove the account block or send the remaining funds to Ms [redacted] We spoke with Ms [redacted] and provided her with a list of acceptable documents to remove the account block on December 8thThe acceptable documents were received on December 10th and the block was removed NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the account blockWe 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
Friday, July 29, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend card offer that was sent to her son who is a minorNetSpend relies on affiliate marketing services as a source for reaching potential new customers and card 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 usThe 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 offer can only be used by the intended recipientIf the recipient cannot be verified, then the offer cannot be activatedOn July 29, 2016, we spoke with Ms [redacted] and informed her that the card offer sent to her son is permanently blocked and the name and address have been removed from our mailing listThey should not receive any future offers from NetSpend managed productsAdditionally, we have submitted a request to our Marketing Department to provide information concerning how her son’s name and address were obtainedThat information will be conveyed to Ms [redacted] once it is receivedWe apologize for the service that Ms [redacted] experienced with our Customer Service DepartmentWe have reported this incident to the management staff of the customer service agents she spoke withMs [redacted] has been provided 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: Thank you for forwarding Ms [redacted] additional commentsAs you requested, we addressed this matter directly with Ms [redacted] on March 27, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business daysThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company