Complaint: [redacted] I am rejecting this response because: How am I responsible for transactions that happened without my knowledgeAlso when some were made while I was at workI am feeling very frustrated that someone can just steal all my money and get away with itAs stated before I did not have the pin number written down in my wallet as a pin numberIt was written on a list of family birthday'sThis specific number is my younger brothers birthdayThe list had over sets of dates on it, so the person got lucky and found the right number to go with the cardI still can not understand how I am responsible for something I did not doI have tried to understand the decision of this company but their reasonings for denying my claim are ridiculousI had never been to several retailers in which my card was used at, but because there were a few retailers that overlapped, they claim it had to be meI do not even own a car, so if you look at where the transactions took place and where I live you would be able to see that I am a good to miles away from the retailersI also apparently used my card at a gas station to get gasWhy would I need gas if I do not own a carI do not accept there explanation for denying my claim because it is really bogusI have talked to other people since this has happened and they have told me they got the same line of crap for refusing the claimI did what I was supposed to do as far as reporting it and according to the card agreement I was given it says that I should not be held responsible for these transactionsHow can this happen to someone when they do everything they are supposed to do according to the card agreement that was sent to them when they got the cardI believe they need to do better investigations into the complaints that are being made by consumersI can get a letter from my boss testifying to the fact that I was at work at the time of some of the transactionsI can also get several people to testify to the fact that I do not own a car and the buses around me stop running at like p.mand the train gets me nowhere near these retailersI need to know what you want from me so I can get my money refunded to meI am trying to be reasonable with this company but they do not seem to care about anything that I sayI would really like it if someone would do this investigation properly because I did not benefit from these transactions as the company is claimingInstead I got screwed and almost lost my apartment but my landlord at least was reasonableThe only problem is I am on a limited income and I have to try and make up the rent money that was stolen from meI really just want my money refunded to me, because like I said I can get people to write written statements of the fact that I was at work and I do not own a carI have not owned a car for almost years nowI can not afford to buy a car with the income I am onI can even get a letter from my landlord testifying to the fact that he did not get his rent moneyI also can get a letter from my friend explaining how I had to borrow money just so I could have food on the tableSo I did not benefit from this transaction as the company is claiming instead I was screwed over royally by this company and the person who stole my cardI will also send a list of the birthdays if that helps anyI really do not want to have to hire a lawyer just to get my money back because it will not benefit the company at allI am also willing to go to the local news stations and show them how this company screws people over when their money gets stolenI know that here in Illinois that CBS, ABC, and NBC would be more than willing to investigate this company and its corrupt business practicesSo again tell me what you need me to give you, so as I can get my money returned to me, without having to involve the media or lawyersAs I know that this company does not want any bad publicity Regards, [redacted]
To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usAs you requested, we addressed this matter directly with MsFelton on August 30, by way of telephoneIf 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by ***- [redacted] Mr [redacted] states that his account was closed when he filed a disputes claim with NetSpendHe wants a refund for the disputed items and to have his name cleared so he can open another prepaid card with NetSpendOur Risk Management Team regularly monitors our 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 Mr [redacted] ’s account on July 8, Mr [redacted] is no longer eligible for NetSpend services as a result of the risk factorsHis disputes claim was closed with no error found the transactions disputedWe’ve mailed Mr [redacted] a disputes claim closure letter for his referenceA check for the remaining funds on his account was mailed on July 17thOn August 17th, we mailed Mr [redacted] a letter explaining the determining factors for the decision on his closed disputes claimNetSpend regrets any inconvenience that Mr [redacted] experienced as a result of his claim decision and account closureWe have provided him with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend 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 me, as the card has been activated However, I will never purchase another PayPal Prepaid card again and will certainly tell all my acquaintances about my negative experience Regards, [redacted]
Tuesday, July 19, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the closure of her accountOn February 22, 2016, Ms [redacted] contacted us regarding an address change made on her account She advised that she never requested the change, and that her brother may have updated it We immediately blocked Ms***’s account and notified our Risk Management Team On February 26, we submitted Ms***’s tax refund information to the IRS for review Our Risk Management Team also closed Ms***’s account because they identified risk factors associated with her activity/informationThese risk factors are not shared with consumers for security reasons and Ms [redacted] is no longer eligible for products managed by NetSpend.On March 24, the IRS completed their review of Ms***’s tax refund and requested the funds to be returned to them We electronically returned Ms***’s tax refund back to the IRS and received IRS Lead number [redacted] to reference the review of her funds.A member of our Corporate Response Team reached out to Ms [redacted] on July to address her concerns regarding the account closureWe advised that her funds are no longer with NetSpend and provided the IRS Lead numberWe have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Tuesday, December 19, To Whom It May Concern: Thank you for forwarding Ms [redacted] ’ complaint [redacted] to usWhen investigating dispute claims reported by our cardholders, we adhere to the processes as defined in both Regulation E and in NetSpend cardholder agreements that customers receive when opening an accountWe’ve reviewed Ms [redacted] dispute claim and we’ve determined that her claim is being handled correctlyAs you requested, we addressed this matter directly with Ms [redacted] on December 15, by way of telephoneWe informed Ms [redacted] by email of our actions to resolve her complaintThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning his blocked card account We appreciate Mr [redacted] additional comments about his experience of attempting to unblock his card with our Customer Service Agents A member of our Corporate Response Team spoke with Mr [redacted] on December 29, and he explained the cost he incurred due to the blocking of his card and purchasing a new card As a courtesy, we refunded Mr [redacted] for these cost and he will receive the check within ten business days We apologize for the service that Mr [redacted] experienced with our Customer Service Department We 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 Team NetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her pending direct deposit On November 16, 2016, we received notice of a deposit under a name that was not listed on Ms [redacted] ’s account, with a settlement date of As a result, a hold was placed on the deposit and a temporary restriction was added onto the account.That same day, Ms [redacted] contacted our Customer Service Department and explained that the name on the deposit was her new legal nameTo prevent the deposit from being returned on November 17, at 5pm CST, we asked her to provide documentation validating her name change Ms [redacted] sent in documents on November 17, 2016but the documentation was not acceptable based on our guidelines The direct deposit was returned to the originator later that day at 5PM CST because we were unable to validate the name on the deposit Ms [redacted] received a second deposit under her new name, on November 30, and was asked to resubmit her documentsWe received her documentation and processed the name changeWe were able approve the direct deposit and Ms [redacted] was able to access the funds In response to her communication, a member of our Corporate Response Team spoke with Ms [redacted] on November 30, and addressed her concerns As a courtesy, we issued a credit to her account due to the inconvenience We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Tuesday, June 13, To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint # [redacted] to usWe attempted to reach Ms [redacted] by phone on June 8, and June 13, 2017, but unfortunately, were unable to speak with herOn June 8, 2017, we emailed her additional information regarding the Optional Overdraft Protection Program Her case has been assigned to a Corporate Customer Response Team Analyst, ***Should she contact our Customer Service Department, we have left notes on Ms [redacted] account for her to be connected with [redacted] to further assist her with this matter 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 Specialist Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the problems she experienced with transferring funds between her accounts She requests for her funds to be transferred and to address the poor customer service she received NetSpend regrets to hear of the problems [redacted] has experienced with our customer service, as well as the difficulty with a transfer between her accounts We will be sure to further research the service that she encountered as it is always our objective to take care of our cardholders’ interestsOn January 14th, 2016, [redacted] opened a new account due to her previous card being compromised [redacted] requested to transfer funds to her new account immediately, but additional security verification was required to allow the funds transfer [redacted] completed the security verification, but the block preventing the transfer was not removed in a timely manner We attempted to contact [redacted] on January 20th, 21st and 25th to address her concerns, however, we have not heard back from herAfter reviewing her account, we show that [redacted] was able to successfully transfer funds between her NetSpend accountsNetSpend regrets the inconvenience that [redacted] experienced while attempting to transfer money between her accounts 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, January 17, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her Card Account closure and dispute claim On December 15, 2016, Ms [redacted] disputed two unauthorized transactions through the online account center We immediately blocked her Card Account to prevent any further unauthorized and ordered her a replacement We opened dispute claim number [redacted] and began our investigation We also informed Ms [redacted] of the timeframe afforded under Regulation E We concluded our investigation on Ms [redacted] dispute claim [redacted] on December 29, and no credit was issued because we did not find that an error occurred We have reason to believe that the transactions were authorized and that Ms [redacted] benefited from the transactionsThe dispute investigation documents outlining the reason for the claim decision were emailed and mailed to Ms [redacted] on January 9, Ms [redacted] closed her account on January 13, 2017, with a zero balance 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 Response TeamNetSpend A TSYS Company
Friday, February 26, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a card offer that was sent to his granddaughter who is a minorHe’s requesting for NetSpend to remove his granddaughter from our mailing list NetSpend works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit cardWe mail those consumers card offersThe card offer is not active and the card cannot be used unless activatedOur activation verifies the identity of each potential cardholder as a part of our Customer Information ProgramThis ensures that the card can only be used by the intended recipientDuring the offer activation, we collect social security number and date of birth to verify identity onlyThere is no credit check involved because our Prepaid Debit Card is not a credit cardThe primary cardholder must be at least years of age On February 26, 2016, I spoke with Mr [redacted] to address his full concernsAt his request, we cancelled the card offer and removed his granddaughter’s information from our systems to prevent future card offers from being sent to herAdditionally, we have submitted a request to our Marketing Department in order to obtain detailed information on how his granddaughter’s name and address were obtained We regret any inconvenience that Mr [redacted] and his granddaughter experienced as a result of this card offerHe has been given my 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 complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.On September 7, 2016, Ms [redacted] contacted us dispute a transaction that posted to her account by COMCAST, for services she paid for but did not receiveWe opened a dispute claim and promptly began our investigation We also informed Ms [redacted] of the investigation timeframe afforded under Regulation E On September 21, we determined that Ms [redacted] ’ dispute claim was not eligible for provisional credit, but we are continuing our efforts to investigate the claimA member of our Corporate Response Team spoke with Ms [redacted] on October 25, regarding her claim and the dispute processWe advised Ms [redacted] that her claim is scheduled to be finalized by end of the day on November The results of the investigation will be sent to Ms [redacted] in writing within business days of completing our investigationWe have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Wednesday, January 6, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the money transferred from his new account to cover a previous negative balance He is requesting access to the funds he recently loaded.We spoke with Mr [redacted] on January 6th to address his concernsWe explained the transaction history on his old account that led to the negative balanceWe also informed him of the charge off process that caused us to use the funds from his new account to recover the previous negative balance.We regret the inconvenience that Mr [redacted] experienced when trying to use his card againHe has our contact information should he 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 additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her dispute claimWe appreciate Ms [redacted] ’s additional commentsOn July 21, we concluded our investigation and issued full reimbursement for the unauthorized transaction back to Ms [redacted] ’s accountWe also credited her account for the $overdraft fee cause by the unauthorized transactionWe attempted to reach Ms [redacted] again on July 29, but unfortunately, we have not had the opportunity to speak with herIn an email sent to her, we suggested that she view the transaction history online or contact our Customer Service Department to request statement historyOur records reflect both the credits posted to her account on July 21, one for the disputed transaction and other for the overdraft feeMs [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:We received complaint # [redacted] filed with your office by [redacted] concerning the fee plan associated with her Netspend card Ms [redacted] began using our Pay As You Go plan on April 1, 2015, and later switched to our monthly fee plan on May 4th to prevent being charged for each transactionAfter research, we show Ms [redacted] logging onto her account on May 17th to review her account and the fees she was assessedOur records do not show Ms [redacted] contacting Netspend until February 17, to discuss her fee plan, which she did not request to have changed Without the monthly Fee Advantage Plan, Ms [redacted] would have been charged $in transaction fees for the month of February.NetSpend regrets the inconvenience Ms [redacted] experienced with the fees she is chargedWe 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: Thank you for forwarding Ms [redacted] ’s complaint to usAs you requested, we addressed this matter directly with Ms [redacted] ’s on September 21, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business days 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 Analyst Netspend, a TSYS Company
Tuesday, March 27, To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint # [redacted] to usWhen investigating dispute claims reported by our cardholders, we adhere to the processes as defined in both Regulation E and in Netspend cardholder agreements that customers receive when opening an account We have re-reviewed Ms [redacted] dispute claim and we’ve determined that her claim was handled correctly.We attempted to reach Ms [redacted] on March 23, and 27, 2018, by telephone, but were unable to speak with herWe emailed Ms [redacted] a letter on March 27, outlining our actions taken on her dispute claims Ms [redacted] case has been assigned to Corporate Response Team Analyst, *** Should Ms [redacted] contact our Customer Service Department, we have left notes on her account for her to be connected with [redacted] to further assist her with this matter Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
Friday, May 19, 2017To Whom It May Concern:Thank you for forwarding Mr [redacted] additional comments on complaint # [redacted] to usWe attempted to contact Mr [redacted] by phone on May and Unfortunately, we were unable to speak with him concerning his ongoing dispute claim We emailed him again to provide further insight about the dispute process and advise that an update will be available on May Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] 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 not received a replacement card since May 21, She wants her replacement card, a refund for transfer fees, a refund for the balance check fee, and reimbursement for late feesOn May 20, 2015, Ms [redacted] called to block her NetSpend cardThe next day she ordered a replacement cardThat card was returned to NetSpend as undeliverableWe expedited a card to Ms [redacted] on June 22ndThat card was activated for use on June 25thThree days later she blocked that card as lostOn June 28th, Ms [redacted] added an apartment number to her address and we mailed another cardShe changed the zip code to her address on July 6th, and we mailed yet another cardMs [redacted] purchased another separate card at one of our distributors on May 21stShe received the personalized card on that account on June 8th to a slightly different address than that which appears in the complaintWe transferred funds from her other account to this card so she would have access to her fundsNetSpend regrets the inconvenience that Ms [redacted] experienced with the NetSpend card deliveryWe have called and emailed her to get clarification on her addressWe provided Ms [redacted] our contact information so she can confirm the address and convey any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: How am I responsible for transactions that happened without my knowledgeAlso when some were made while I was at workI am feeling very frustrated that someone can just steal all my money and get away with itAs stated before I did not have the pin number written down in my wallet as a pin numberIt was written on a list of family birthday'sThis specific number is my younger brothers birthdayThe list had over sets of dates on it, so the person got lucky and found the right number to go with the cardI still can not understand how I am responsible for something I did not doI have tried to understand the decision of this company but their reasonings for denying my claim are ridiculousI had never been to several retailers in which my card was used at, but because there were a few retailers that overlapped, they claim it had to be meI do not even own a car, so if you look at where the transactions took place and where I live you would be able to see that I am a good to miles away from the retailersI also apparently used my card at a gas station to get gasWhy would I need gas if I do not own a carI do not accept there explanation for denying my claim because it is really bogusI have talked to other people since this has happened and they have told me they got the same line of crap for refusing the claimI did what I was supposed to do as far as reporting it and according to the card agreement I was given it says that I should not be held responsible for these transactionsHow can this happen to someone when they do everything they are supposed to do according to the card agreement that was sent to them when they got the cardI believe they need to do better investigations into the complaints that are being made by consumersI can get a letter from my boss testifying to the fact that I was at work at the time of some of the transactionsI can also get several people to testify to the fact that I do not own a car and the buses around me stop running at like p.mand the train gets me nowhere near these retailersI need to know what you want from me so I can get my money refunded to meI am trying to be reasonable with this company but they do not seem to care about anything that I sayI would really like it if someone would do this investigation properly because I did not benefit from these transactions as the company is claimingInstead I got screwed and almost lost my apartment but my landlord at least was reasonableThe only problem is I am on a limited income and I have to try and make up the rent money that was stolen from meI really just want my money refunded to me, because like I said I can get people to write written statements of the fact that I was at work and I do not own a carI have not owned a car for almost years nowI can not afford to buy a car with the income I am onI can even get a letter from my landlord testifying to the fact that he did not get his rent moneyI also can get a letter from my friend explaining how I had to borrow money just so I could have food on the tableSo I did not benefit from this transaction as the company is claiming instead I was screwed over royally by this company and the person who stole my cardI will also send a list of the birthdays if that helps anyI really do not want to have to hire a lawyer just to get my money back because it will not benefit the company at allI am also willing to go to the local news stations and show them how this company screws people over when their money gets stolenI know that here in Illinois that CBS, ABC, and NBC would be more than willing to investigate this company and its corrupt business practicesSo again tell me what you need me to give you, so as I can get my money returned to me, without having to involve the media or lawyersAs I know that this company does not want any bad publicity Regards, [redacted]
To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usAs you requested, we addressed this matter directly with MsFelton on August 30, by way of telephoneIf 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by ***- [redacted] Mr [redacted] states that his account was closed when he filed a disputes claim with NetSpendHe wants a refund for the disputed items and to have his name cleared so he can open another prepaid card with NetSpendOur Risk Management Team regularly monitors our 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 Mr [redacted] ’s account on July 8, Mr [redacted] is no longer eligible for NetSpend services as a result of the risk factorsHis disputes claim was closed with no error found the transactions disputedWe’ve mailed Mr [redacted] a disputes claim closure letter for his referenceA check for the remaining funds on his account was mailed on July 17thOn August 17th, we mailed Mr [redacted] a letter explaining the determining factors for the decision on his closed disputes claimNetSpend regrets any inconvenience that Mr [redacted] experienced as a result of his claim decision and account closureWe have provided him with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend 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 me, as the card has been activated However, I will never purchase another PayPal Prepaid card again and will certainly tell all my acquaintances about my negative experience Regards, [redacted]
Tuesday, July 19, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the closure of her accountOn February 22, 2016, Ms [redacted] contacted us regarding an address change made on her account She advised that she never requested the change, and that her brother may have updated it We immediately blocked Ms***’s account and notified our Risk Management Team On February 26, we submitted Ms***’s tax refund information to the IRS for review Our Risk Management Team also closed Ms***’s account because they identified risk factors associated with her activity/informationThese risk factors are not shared with consumers for security reasons and Ms [redacted] is no longer eligible for products managed by NetSpend.On March 24, the IRS completed their review of Ms***’s tax refund and requested the funds to be returned to them We electronically returned Ms***’s tax refund back to the IRS and received IRS Lead number [redacted] to reference the review of her funds.A member of our Corporate Response Team reached out to Ms [redacted] on July to address her concerns regarding the account closureWe advised that her funds are no longer with NetSpend and provided the IRS Lead numberWe have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Tuesday, December 19, To Whom It May Concern: Thank you for forwarding Ms [redacted] ’ complaint [redacted] to usWhen investigating dispute claims reported by our cardholders, we adhere to the processes as defined in both Regulation E and in NetSpend cardholder agreements that customers receive when opening an accountWe’ve reviewed Ms [redacted] dispute claim and we’ve determined that her claim is being handled correctlyAs you requested, we addressed this matter directly with Ms [redacted] on December 15, by way of telephoneWe informed Ms [redacted] by email of our actions to resolve her complaintThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning his blocked card account We appreciate Mr [redacted] additional comments about his experience of attempting to unblock his card with our Customer Service Agents A member of our Corporate Response Team spoke with Mr [redacted] on December 29, and he explained the cost he incurred due to the blocking of his card and purchasing a new card As a courtesy, we refunded Mr [redacted] for these cost and he will receive the check within ten business days We apologize for the service that Mr [redacted] experienced with our Customer Service Department We 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 Team NetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her pending direct deposit On November 16, 2016, we received notice of a deposit under a name that was not listed on Ms [redacted] ’s account, with a settlement date of As a result, a hold was placed on the deposit and a temporary restriction was added onto the account.That same day, Ms [redacted] contacted our Customer Service Department and explained that the name on the deposit was her new legal nameTo prevent the deposit from being returned on November 17, at 5pm CST, we asked her to provide documentation validating her name change Ms [redacted] sent in documents on November 17, 2016but the documentation was not acceptable based on our guidelines The direct deposit was returned to the originator later that day at 5PM CST because we were unable to validate the name on the deposit Ms [redacted] received a second deposit under her new name, on November 30, and was asked to resubmit her documentsWe received her documentation and processed the name changeWe were able approve the direct deposit and Ms [redacted] was able to access the funds In response to her communication, a member of our Corporate Response Team spoke with Ms [redacted] on November 30, and addressed her concerns As a courtesy, we issued a credit to her account due to the inconvenience We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Tuesday, June 13, To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint # [redacted] to usWe attempted to reach Ms [redacted] by phone on June 8, and June 13, 2017, but unfortunately, were unable to speak with herOn June 8, 2017, we emailed her additional information regarding the Optional Overdraft Protection Program Her case has been assigned to a Corporate Customer Response Team Analyst, ***Should she contact our Customer Service Department, we have left notes on Ms [redacted] account for her to be connected with [redacted] to further assist her with this matter 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 Specialist Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the problems she experienced with transferring funds between her accounts She requests for her funds to be transferred and to address the poor customer service she received NetSpend regrets to hear of the problems [redacted] has experienced with our customer service, as well as the difficulty with a transfer between her accounts We will be sure to further research the service that she encountered as it is always our objective to take care of our cardholders’ interestsOn January 14th, 2016, [redacted] opened a new account due to her previous card being compromised [redacted] requested to transfer funds to her new account immediately, but additional security verification was required to allow the funds transfer [redacted] completed the security verification, but the block preventing the transfer was not removed in a timely manner We attempted to contact [redacted] on January 20th, 21st and 25th to address her concerns, however, we have not heard back from herAfter reviewing her account, we show that [redacted] was able to successfully transfer funds between her NetSpend accountsNetSpend regrets the inconvenience that [redacted] experienced while attempting to transfer money between her accounts 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, January 17, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her Card Account closure and dispute claim On December 15, 2016, Ms [redacted] disputed two unauthorized transactions through the online account center We immediately blocked her Card Account to prevent any further unauthorized and ordered her a replacement We opened dispute claim number [redacted] and began our investigation We also informed Ms [redacted] of the timeframe afforded under Regulation E We concluded our investigation on Ms [redacted] dispute claim [redacted] on December 29, and no credit was issued because we did not find that an error occurred We have reason to believe that the transactions were authorized and that Ms [redacted] benefited from the transactionsThe dispute investigation documents outlining the reason for the claim decision were emailed and mailed to Ms [redacted] on January 9, Ms [redacted] closed her account on January 13, 2017, with a zero balance 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 Response TeamNetSpend A TSYS Company
Friday, February 26, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a card offer that was sent to his granddaughter who is a minorHe’s requesting for NetSpend to remove his granddaughter from our mailing list NetSpend works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit cardWe mail those consumers card offersThe card offer is not active and the card cannot be used unless activatedOur activation verifies the identity of each potential cardholder as a part of our Customer Information ProgramThis ensures that the card can only be used by the intended recipientDuring the offer activation, we collect social security number and date of birth to verify identity onlyThere is no credit check involved because our Prepaid Debit Card is not a credit cardThe primary cardholder must be at least years of age On February 26, 2016, I spoke with Mr [redacted] to address his full concernsAt his request, we cancelled the card offer and removed his granddaughter’s information from our systems to prevent future card offers from being sent to herAdditionally, we have submitted a request to our Marketing Department in order to obtain detailed information on how his granddaughter’s name and address were obtained We regret any inconvenience that Mr [redacted] and his granddaughter experienced as a result of this card offerHe has been given my 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 complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.On September 7, 2016, Ms [redacted] contacted us dispute a transaction that posted to her account by COMCAST, for services she paid for but did not receiveWe opened a dispute claim and promptly began our investigation We also informed Ms [redacted] of the investigation timeframe afforded under Regulation E On September 21, we determined that Ms [redacted] ’ dispute claim was not eligible for provisional credit, but we are continuing our efforts to investigate the claimA member of our Corporate Response Team spoke with Ms [redacted] on October 25, regarding her claim and the dispute processWe advised Ms [redacted] that her claim is scheduled to be finalized by end of the day on November The results of the investigation will be sent to Ms [redacted] in writing within business days of completing our investigationWe have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Wednesday, January 6, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the money transferred from his new account to cover a previous negative balance He is requesting access to the funds he recently loaded.We spoke with Mr [redacted] on January 6th to address his concernsWe explained the transaction history on his old account that led to the negative balanceWe also informed him of the charge off process that caused us to use the funds from his new account to recover the previous negative balance.We regret the inconvenience that Mr [redacted] experienced when trying to use his card againHe has our contact information should he 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 additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her dispute claimWe appreciate Ms [redacted] ’s additional commentsOn July 21, we concluded our investigation and issued full reimbursement for the unauthorized transaction back to Ms [redacted] ’s accountWe also credited her account for the $overdraft fee cause by the unauthorized transactionWe attempted to reach Ms [redacted] again on July 29, but unfortunately, we have not had the opportunity to speak with herIn an email sent to her, we suggested that she view the transaction history online or contact our Customer Service Department to request statement historyOur records reflect both the credits posted to her account on July 21, one for the disputed transaction and other for the overdraft feeMs [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:We received complaint # [redacted] filed with your office by [redacted] concerning the fee plan associated with her Netspend card Ms [redacted] began using our Pay As You Go plan on April 1, 2015, and later switched to our monthly fee plan on May 4th to prevent being charged for each transactionAfter research, we show Ms [redacted] logging onto her account on May 17th to review her account and the fees she was assessedOur records do not show Ms [redacted] contacting Netspend until February 17, to discuss her fee plan, which she did not request to have changed Without the monthly Fee Advantage Plan, Ms [redacted] would have been charged $in transaction fees for the month of February.NetSpend regrets the inconvenience Ms [redacted] experienced with the fees she is chargedWe 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: Thank you for forwarding Ms [redacted] ’s complaint to usAs you requested, we addressed this matter directly with Ms [redacted] ’s on September 21, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business days 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 Analyst Netspend, a TSYS Company
Tuesday, March 27, To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint # [redacted] to usWhen investigating dispute claims reported by our cardholders, we adhere to the processes as defined in both Regulation E and in Netspend cardholder agreements that customers receive when opening an account We have re-reviewed Ms [redacted] dispute claim and we’ve determined that her claim was handled correctly.We attempted to reach Ms [redacted] on March 23, and 27, 2018, by telephone, but were unable to speak with herWe emailed Ms [redacted] a letter on March 27, outlining our actions taken on her dispute claims Ms [redacted] case has been assigned to Corporate Response Team Analyst, *** Should Ms [redacted] contact our Customer Service Department, we have left notes on her account for her to be connected with [redacted] to further assist her with this matter Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
Friday, May 19, 2017To Whom It May Concern:Thank you for forwarding Mr [redacted] additional comments on complaint # [redacted] to usWe attempted to contact Mr [redacted] by phone on May and Unfortunately, we were unable to speak with him concerning his ongoing dispute claim We emailed him again to provide further insight about the dispute process and advise that an update will be available on May Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] 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 not received a replacement card since May 21, She wants her replacement card, a refund for transfer fees, a refund for the balance check fee, and reimbursement for late feesOn May 20, 2015, Ms [redacted] called to block her NetSpend cardThe next day she ordered a replacement cardThat card was returned to NetSpend as undeliverableWe expedited a card to Ms [redacted] on June 22ndThat card was activated for use on June 25thThree days later she blocked that card as lostOn June 28th, Ms [redacted] added an apartment number to her address and we mailed another cardShe changed the zip code to her address on July 6th, and we mailed yet another cardMs [redacted] purchased another separate card at one of our distributors on May 21stShe received the personalized card on that account on June 8th to a slightly different address than that which appears in the complaintWe transferred funds from her other account to this card so she would have access to her fundsNetSpend regrets the inconvenience that Ms [redacted] experienced with the NetSpend card deliveryWe have called and emailed her to get clarification on her addressWe provided Ms [redacted] our contact information so she can confirm the address and convey any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company