Complaint: [redacted] I am rejecting this response because:I did email Mr [redacted] on April 14th, however we never actually "spoke" as he claims in his responseAs I explained to him, (which he continues to deny/ignore) is that when I purchased my Elite Card at the Ace Cash Express, I WAS offered the $Fee Advantage Plan, and I DID tell the associate that that was the account I would like to openI set up my direct deposit as required and was told by her that I would be charged $per month, and there would be no fee per transactionI did not start to closely monitor my account until I realized that my balance was decreasing faster than expected, (based on the amount of my purchases)Mr [redacted] states in his message that I "did not choose a fee plan" and that my account defaulted to a Pay As You Go PlanHe was not there with the associate at Ace that day, therefore has no idea what was said between the associate and myselfI told him his employee either made an error by signing me up for the wrong account type, OR misinformed me about the type of account I was receivingEither way, I told Mr [redacted] that I felt Netspend should take the responsibility for the actions or misrepresentations of their employeeContrary to his statement that I did not contact Netspend to change my account type, I DIDFirst I went in to the location where I purchased the card, but I spoke to a different young ladyShe informed me that she did not have authorization to change my account type from her location..(whether that was true or not I don't know)But I was given a phone number and told to call customer serviceI also utilized the email service on their customer account website, and had correspondence with AT LEAST two different representatives about my experience at the store, and about the fees I was chargedIt wasn't until earlier this year that I was FINALLY able to get someone to switch my account typeAt that time I again requested a refund of SOME of the fees, as I was frustrated about being misinformed (and in my opinion given the runaround) but was told they would not be refunding any fees If Mr [redacted] could see my online activity, and that I "logged in frequently", why can't he see the email correspondence between me and the online representatives? Further, at NO TIME by ANY associate was I ever told I could change my account type on the websiteHow should I have known that? Mr [redacted] did apologize for any "misunderstanding" but refused to take responsibility beyond thatBy stating that I changed my account type, I feel he is insinuating that I changed it myself on their website which is not the caseMy account type was changed by a Netspend representative after one of my emails in early In closing, I would like to say that Mr [redacted] did offer me a $credit to my accountHe made sure to clarify that the credit was a courtesy extended for my inconvenience and NOT an admission of fault or guilt on the part of NetspendI told Mr [redacted] That I DID NOT want the $credit, and that in fact I was insulted by his measly offeringThe fact that he sent it ANYWAY says TO ME: I want to be able to notify the Revdex.com that I did offer you a refund and our company did everything possible to satisfy the complaintSo ridiculous.I was actually not going to say anything further to the Revdex.com about Netspend until I read MrRudd's response to you on 4/His statement is full of untruths and assumptionsBy stating I never asked for the Fee Advantage Plan, and that I never attempted to contact his company, he is calling me a liar! I do consider the matter resolved however, as I have made my complaint, Mr [redacted] has offered a refund and I have declined that refundWhen the check arrives (if it arrives) I will be sending it backThere is nothing I want other than to warn people about this predatory company Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on her account that was caused by a merchant refund transactionShe’s requesting for her account to be unblocked so that she can gain access to the funds on the account Our Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOn November 2, 2015, a systemic block was placed on Ms [redacted] ’s account after Shoe Carnival credited her card $In the event that a refund takes place on a NetSpend account with no corresponding debit, it’s our policy to request a copy of the original purchase receipt in order to authenticate the refundThis policy is in accordance with our responsibilities under the VISA processing rules The merchant can also reverse the credit and issue the funds to Ms [redacted] by another method of reimbursement A third option would be for the merchant to send a Letter of Indemnity to NetSpend so that the funds can be returned to the originatorThe originator would then apply the credit by other meansOur Fraud Prevention Team reviewed Ms [redacted] ’s documents on November 6th, and removed the account block On November 11th, we reached out to Ms [redacted] to make sure that all of her concerns are addressed Unfortunately we have not had the opportunity to speak with her, but will assist with her concerns once she returns our call NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the block on her account She has been provided my contact information should she 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 his refund check that he has not received from his closed accountHe’s requesting for his check to be sent to a different addressIn an effort to protect NetSpend cardholders, our Risk Management Department regularly monitors their accounts to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the blocking of Mr [redacted] ’ accounts on October 5, The factors that lead to the account closure are kept internal for security reasonsThe remaining funds on Mr [redacted] ’ account were under review by our Risk Management Team, and on October 29th a check was mailed to his address on file On November 11th, we reached out to Mr [redacted] by telephone and email to address his concerns regarding his refund check being sent to his updated addressUnfortunately we have not had the opportunity to speak with him, but will assist with his concerns when he returns our call NetSpend regrets the inconvenience that Mr [redacted] experienced as a result of his account closureWe have provided him 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: Thank you for forwarding Mr [redacted] ’s complaint to usWe were unable to locate his account or research the complaint using the information providedWe attempted to reach Mr [redacted] by phone and email on October but unfortunately, were unable to speak with Mr [redacted] His case has been assigned to a Corporate Customer Response Team Analyst, [redacted] [redacted] will attempt to reach Mr [redacted] again on November 3, 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.On March 24, 2016, Ms [redacted] contacted us to dispute a transaction from Western UnionWe immediately opened a claim and began our investigation We also informed Ms [redacted] of the investigation timeframes afforded to financial institutions under Regulation EUpon receipt of her complaint, we reached out to Ms [redacted] on April to discuss her dispute claim We confirmed that a credit from Western Union has not been receivedWe provided Ms [redacted] with her transaction history to confirm that a credit has not arrived We will have an update on Ms [redacted] dispute claim on May We 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim On February 18, 2016, Mr [redacted] ’s information was verified and his NetSpend account was approved The first deposit or cash load to the account was on July 14, he received funds transferred from another NetSpend account to hisOn July 21, Mr [redacted] contacted our Customer Service to dispute an ATM transaction that did not dispense the funds he requested We immediately opened a dispute claim and began our investigationWe informed Mr [redacted] of the investigation timeframes afforded under Regulation EA member of our Corporate Response Team reached out to Mr [redacted] on July regarding his concerns about the timeframe for the next claim updateNetSpend’s dispute resolution process is in accordance with the Federal Reserve’s Regulation E guidelinesPer the regulation, we have business days to complete an initial review of the claim If we need more time, then the customer becomes eligible for a provisional credit, while we continue our investigationThe timeframe for an initial review and provisional credit eligibility on new accounts, is up to business daysAn account is considered new, when the disputed transaction(s) occur within days of the first deposit or cash load to the accountWe sincerely apologize if this information wasn’t provided to Mr [redacted] After further review, Mr [redacted] understands that he will receive an update on his claim on August 4, by 5pm (CST) and this is business day timeframeWe apologize for the poor 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 TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the activation of his NetSpend cardWe are required to obtain, verify, and record information that identifies each person who opens a prepaid debit card accountWhen 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 that this is not a gift cardOn May 9, 2016, [redacted] contacted us to activate the card he received form his daughter, but we were unable to verify the identity based on the information providedWe asked [redacted] to send us copies of his identification documentsUpon receipt of his complaint, we contacted [redacted] on May to discuss the options for activating the cardHis card is already converted to "limited-use" which allows the card to be used for in-store purchases onlyOnce the funds are used, the card can be destroyed [redacted] has been provided my 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 her dispute claimOn May 18, 2016, Ms [redacted] contacted us to report unauthorized transactions that occurred on her accountWe immediately blocked her card to prevent additional unauthorized charges and ordered a replacementWe opened a dispute claim and promptly began our investigationWe also informed Ms [redacted] of the investigation timeframes afforded under Regulation EWe concluded our investigation on June and issued full reimbursement to Ms***’ account for the disputed transactionsUpon receipt of her complaint, we reached out to Ms [redacted] on June 9, but unfortunately, we did not have the opportunity to speak with herWe 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 withWe understand how frustrating it can be to experience unauthorized charges on your accountNetSpend is very committed to providing a safe and secure productMs [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] Ms [redacted] states that she disputed fraudulent transactions on her account and she can’t get the right department to get the credit put backShe would like the credit put back on her accountOn June 4, 2015, Ms [redacted] disputed eleven transactions on her account as fraudulentWe informed her that the disputes claim would be updated within ten business days, June 18thOn the tenth business day, we requested information from Ms [redacted] about the disputed itemsWe had not received a letter of disputes explaining why the transactions were being disputed as fraudulentNo provisional credit was issued without the letter from herWe closed the disputes claim on July 9th issuing a full credit for the disputed itemsNetSpend understands the disputes process is lengthyWe appreciate Ms [redacted] ’ patience as we attempt to retrieve her fundsWe have provided Ms [redacted] our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Tuesday, May 26, 2015To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she has already provided her information to NetSpend As we have stated in our last response, the name, address, telephone number and email did not allow us to locate the card Ms [redacted] is referencing She has been given our contact information so she can call us with the required data Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
January 17, 2018To Whom It May Concern: Thank you for forwarding Mr***’s complaint to us.NetSpend 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 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 offer can only be used by the intended recipientIf the recipient cannot be verified, then the offer cannot be activated.We permanently blocked the card offer on January 17, We have also removed Mr***’s name and address from our mailing list and he should not receive any future offers from any NetSpend managed programs As you requested, we addressed this matter directly with Mr [redacted] on January 17, 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 AnalystNetspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the funds on her account being returned to the senderShe’s requesting to know where her funds are Our Risk Management Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOur Risk Management Team identified risk factors that led to the blocking of Mrs [redacted] ’s account on December 4, She is no longer eligible for NetSpend servicesThe factors that lead to the account closure are kept internal for security reasons A check for the remaining funds was sent to the US Treasury / Social Security AdministrationIt has been confirmed that the check was received at the Philadelphia Social Security Administration office on January 4, Our Corporate Management has been in contact with Mrs [redacted] , and has provided her with updates on the returned funds NetSpend regrets the inconvenience that Mrs [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 Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by J [redacted] Mr [redacted] mentions that he did not receive credit for a disputed transaction because we stated no letter was received for the claim He’s requesting to be credited for the disputed item as he was not told to send in a letterOn January 8, 2016, Mr [redacted] s opened a dispute claim for ATM funds that did not dispenseDuring the claim initiation, we will ask our cardholders to send a letter of dispute within business days to aid us in our investigationOn February 22nd, I spoke with Mr [redacted] s to address his full concernsHis dispute letter was received and a credit was issued to his account by our Disputes TeamNetSpend regrets the inconvenience that Mr [redacted] s experienced while waiting for a resolution to his claimWe are also requesting the call recording for when Mr [redacted] s opened his claim to provide the correct coaching to the agent involvedWe have provided Mr [redacted] s 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 a NetSpend Prepaid Visa card he purchased 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 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 August 26, 2016, Mr [redacted] purchased a Netspend card with $loaded on itMr [redacted] contacted us on August to activate his card, but he did not want to provide his identity information In response to his communciation, we reached out to Mr [redacted] on September 6, and we will mail him a check for the account balance to the address he provided Mr [redacted] should receive this check within business days We have provided Mr [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Monday, February 20, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his online account centerOn January 5, 2017, Mr [redacted] contacted us by email to report that he was having trouble with the mobile banking app We provided him with troubleshooting tips to ensure he can access his online account center Our records show he was able to access the mobile app successfully On February 15, 2017, Mr [redacted] contacted our Customer Service Department to inform us that he was still having trouble with his online account center A member of our Corporate Office spoke with Mr [redacted] on February 16, to discuss the problems he experienced with our online account center We informed Mr [redacted] that our records indicate a successful login into his online account center For security reasons, we are unable to view the password he is entering to confirm if it is correct 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.Mr [redacted] has been provided with our contact information should she/he have any additional questions or concerns Thanks, [redacted] Customer Experience AnalystNetspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because: No notification was sent to me about on the tenth day about [redacted] updates on this dispute, which is my main reason for filling a complaintI only found out about the update on January 20th what was going on with the dispute and that was because I called after taking with the mercury who informed me they never received paymentNotification was then sent to me after trying to file a complaint with Netspend after that phone call Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: NetSpend never responded to me in regards to my claim on my account abc it shouldn't take or more days for me to be issued a refund on my accountI also asked several times to speak to a supervisor and they have hung up on meThis is not only an inconvience to me but also extremely disrespectfulI have yet to receive any correspondence regarding this matterThis is the first time they have even reached out to me and it's due to the fact that I contacted the Revdex.comPlease be advised that I am taking legal action to receive my money in fullThis is an inconvience that no one should have to endure Regards, [redacted] ***
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, however the card was supposed to be blocked as of October 14, which was not done when I contact them when this first happend on Oct 13, Regards, [redacted]
Tuesday, May 24, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claimOn March 23, 2016, Mr [redacted] disputed an authorized transaction through our website We immediately opened a dispute claim and began our investigation We also informed Mr [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E On April 6, we updated his claim with no provisional credit being issued due to the dispute type Mr [redacted] dispute claim finalized on May 23, and his account was credited for the full amount of the transaction Upon receiving his complaint, we spoke with Mr [redacted] on May 18, and explained the dispute process We also clarified why Mr [redacted] received an additional credit on April We apologize for the poor 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 withWe 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
Friday, December 18, 2015To Whom It May Concern:We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning the two disputes claims that were closed with no error found He’s requesting to be refunded for the unauthorized transactionsOn December 2, 2015, our Disputes Department closed both of Mr***’s claims with no error found on the disputed transactions, and no funds were reimbursed to the account On the same day, a letter was mailed to him with the results of our investigation Our Disputes Department also mailed the documents to Mr [redacted] that support the claim decision on December 10th After further review, the Disputes Team has determined the results remain the same and both claims are closed.NetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the disputes claim decisionsWe have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because:I did email Mr [redacted] on April 14th, however we never actually "spoke" as he claims in his responseAs I explained to him, (which he continues to deny/ignore) is that when I purchased my Elite Card at the Ace Cash Express, I WAS offered the $Fee Advantage Plan, and I DID tell the associate that that was the account I would like to openI set up my direct deposit as required and was told by her that I would be charged $per month, and there would be no fee per transactionI did not start to closely monitor my account until I realized that my balance was decreasing faster than expected, (based on the amount of my purchases)Mr [redacted] states in his message that I "did not choose a fee plan" and that my account defaulted to a Pay As You Go PlanHe was not there with the associate at Ace that day, therefore has no idea what was said between the associate and myselfI told him his employee either made an error by signing me up for the wrong account type, OR misinformed me about the type of account I was receivingEither way, I told Mr [redacted] that I felt Netspend should take the responsibility for the actions or misrepresentations of their employeeContrary to his statement that I did not contact Netspend to change my account type, I DIDFirst I went in to the location where I purchased the card, but I spoke to a different young ladyShe informed me that she did not have authorization to change my account type from her location..(whether that was true or not I don't know)But I was given a phone number and told to call customer serviceI also utilized the email service on their customer account website, and had correspondence with AT LEAST two different representatives about my experience at the store, and about the fees I was chargedIt wasn't until earlier this year that I was FINALLY able to get someone to switch my account typeAt that time I again requested a refund of SOME of the fees, as I was frustrated about being misinformed (and in my opinion given the runaround) but was told they would not be refunding any fees If Mr [redacted] could see my online activity, and that I "logged in frequently", why can't he see the email correspondence between me and the online representatives? Further, at NO TIME by ANY associate was I ever told I could change my account type on the websiteHow should I have known that? Mr [redacted] did apologize for any "misunderstanding" but refused to take responsibility beyond thatBy stating that I changed my account type, I feel he is insinuating that I changed it myself on their website which is not the caseMy account type was changed by a Netspend representative after one of my emails in early In closing, I would like to say that Mr [redacted] did offer me a $credit to my accountHe made sure to clarify that the credit was a courtesy extended for my inconvenience and NOT an admission of fault or guilt on the part of NetspendI told Mr [redacted] That I DID NOT want the $credit, and that in fact I was insulted by his measly offeringThe fact that he sent it ANYWAY says TO ME: I want to be able to notify the Revdex.com that I did offer you a refund and our company did everything possible to satisfy the complaintSo ridiculous.I was actually not going to say anything further to the Revdex.com about Netspend until I read MrRudd's response to you on 4/His statement is full of untruths and assumptionsBy stating I never asked for the Fee Advantage Plan, and that I never attempted to contact his company, he is calling me a liar! I do consider the matter resolved however, as I have made my complaint, Mr [redacted] has offered a refund and I have declined that refundWhen the check arrives (if it arrives) I will be sending it backThere is nothing I want other than to warn people about this predatory company Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on her account that was caused by a merchant refund transactionShe’s requesting for her account to be unblocked so that she can gain access to the funds on the account Our Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOn November 2, 2015, a systemic block was placed on Ms [redacted] ’s account after Shoe Carnival credited her card $In the event that a refund takes place on a NetSpend account with no corresponding debit, it’s our policy to request a copy of the original purchase receipt in order to authenticate the refundThis policy is in accordance with our responsibilities under the VISA processing rules The merchant can also reverse the credit and issue the funds to Ms [redacted] by another method of reimbursement A third option would be for the merchant to send a Letter of Indemnity to NetSpend so that the funds can be returned to the originatorThe originator would then apply the credit by other meansOur Fraud Prevention Team reviewed Ms [redacted] ’s documents on November 6th, and removed the account block On November 11th, we reached out to Ms [redacted] to make sure that all of her concerns are addressed Unfortunately we have not had the opportunity to speak with her, but will assist with her concerns once she returns our call NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the block on her account She has been provided my contact information should she 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 his refund check that he has not received from his closed accountHe’s requesting for his check to be sent to a different addressIn an effort to protect NetSpend cardholders, our Risk Management Department regularly monitors their accounts to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the blocking of Mr [redacted] ’ accounts on October 5, The factors that lead to the account closure are kept internal for security reasonsThe remaining funds on Mr [redacted] ’ account were under review by our Risk Management Team, and on October 29th a check was mailed to his address on file On November 11th, we reached out to Mr [redacted] by telephone and email to address his concerns regarding his refund check being sent to his updated addressUnfortunately we have not had the opportunity to speak with him, but will assist with his concerns when he returns our call NetSpend regrets the inconvenience that Mr [redacted] experienced as a result of his account closureWe have provided him 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: Thank you for forwarding Mr [redacted] ’s complaint to usWe were unable to locate his account or research the complaint using the information providedWe attempted to reach Mr [redacted] by phone and email on October but unfortunately, were unable to speak with Mr [redacted] His case has been assigned to a Corporate Customer Response Team Analyst, [redacted] [redacted] will attempt to reach Mr [redacted] again on November 3, 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.On March 24, 2016, Ms [redacted] contacted us to dispute a transaction from Western UnionWe immediately opened a claim and began our investigation We also informed Ms [redacted] of the investigation timeframes afforded to financial institutions under Regulation EUpon receipt of her complaint, we reached out to Ms [redacted] on April to discuss her dispute claim We confirmed that a credit from Western Union has not been receivedWe provided Ms [redacted] with her transaction history to confirm that a credit has not arrived We will have an update on Ms [redacted] dispute claim on May We 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim On February 18, 2016, Mr [redacted] ’s information was verified and his NetSpend account was approved The first deposit or cash load to the account was on July 14, he received funds transferred from another NetSpend account to hisOn July 21, Mr [redacted] contacted our Customer Service to dispute an ATM transaction that did not dispense the funds he requested We immediately opened a dispute claim and began our investigationWe informed Mr [redacted] of the investigation timeframes afforded under Regulation EA member of our Corporate Response Team reached out to Mr [redacted] on July regarding his concerns about the timeframe for the next claim updateNetSpend’s dispute resolution process is in accordance with the Federal Reserve’s Regulation E guidelinesPer the regulation, we have business days to complete an initial review of the claim If we need more time, then the customer becomes eligible for a provisional credit, while we continue our investigationThe timeframe for an initial review and provisional credit eligibility on new accounts, is up to business daysAn account is considered new, when the disputed transaction(s) occur within days of the first deposit or cash load to the accountWe sincerely apologize if this information wasn’t provided to Mr [redacted] After further review, Mr [redacted] understands that he will receive an update on his claim on August 4, by 5pm (CST) and this is business day timeframeWe apologize for the poor 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 TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the activation of his NetSpend cardWe are required to obtain, verify, and record information that identifies each person who opens a prepaid debit card accountWhen 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 that this is not a gift cardOn May 9, 2016, [redacted] contacted us to activate the card he received form his daughter, but we were unable to verify the identity based on the information providedWe asked [redacted] to send us copies of his identification documentsUpon receipt of his complaint, we contacted [redacted] on May to discuss the options for activating the cardHis card is already converted to "limited-use" which allows the card to be used for in-store purchases onlyOnce the funds are used, the card can be destroyed [redacted] has been provided my 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 her dispute claimOn May 18, 2016, Ms [redacted] contacted us to report unauthorized transactions that occurred on her accountWe immediately blocked her card to prevent additional unauthorized charges and ordered a replacementWe opened a dispute claim and promptly began our investigationWe also informed Ms [redacted] of the investigation timeframes afforded under Regulation EWe concluded our investigation on June and issued full reimbursement to Ms***’ account for the disputed transactionsUpon receipt of her complaint, we reached out to Ms [redacted] on June 9, but unfortunately, we did not have the opportunity to speak with herWe 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 withWe understand how frustrating it can be to experience unauthorized charges on your accountNetSpend is very committed to providing a safe and secure productMs [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] Ms [redacted] states that she disputed fraudulent transactions on her account and she can’t get the right department to get the credit put backShe would like the credit put back on her accountOn June 4, 2015, Ms [redacted] disputed eleven transactions on her account as fraudulentWe informed her that the disputes claim would be updated within ten business days, June 18thOn the tenth business day, we requested information from Ms [redacted] about the disputed itemsWe had not received a letter of disputes explaining why the transactions were being disputed as fraudulentNo provisional credit was issued without the letter from herWe closed the disputes claim on July 9th issuing a full credit for the disputed itemsNetSpend understands the disputes process is lengthyWe appreciate Ms [redacted] ’ patience as we attempt to retrieve her fundsWe have provided Ms [redacted] our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Tuesday, May 26, 2015To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she has already provided her information to NetSpend As we have stated in our last response, the name, address, telephone number and email did not allow us to locate the card Ms [redacted] is referencing She has been given our contact information so she can call us with the required data Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
January 17, 2018To Whom It May Concern: Thank you for forwarding Mr***’s complaint to us.NetSpend 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 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 offer can only be used by the intended recipientIf the recipient cannot be verified, then the offer cannot be activated.We permanently blocked the card offer on January 17, We have also removed Mr***’s name and address from our mailing list and he should not receive any future offers from any NetSpend managed programs As you requested, we addressed this matter directly with Mr [redacted] on January 17, 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 AnalystNetspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the funds on her account being returned to the senderShe’s requesting to know where her funds are Our Risk Management Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOur Risk Management Team identified risk factors that led to the blocking of Mrs [redacted] ’s account on December 4, She is no longer eligible for NetSpend servicesThe factors that lead to the account closure are kept internal for security reasons A check for the remaining funds was sent to the US Treasury / Social Security AdministrationIt has been confirmed that the check was received at the Philadelphia Social Security Administration office on January 4, Our Corporate Management has been in contact with Mrs [redacted] , and has provided her with updates on the returned funds NetSpend regrets the inconvenience that Mrs [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 Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by J [redacted] Mr [redacted] mentions that he did not receive credit for a disputed transaction because we stated no letter was received for the claim He’s requesting to be credited for the disputed item as he was not told to send in a letterOn January 8, 2016, Mr [redacted] s opened a dispute claim for ATM funds that did not dispenseDuring the claim initiation, we will ask our cardholders to send a letter of dispute within business days to aid us in our investigationOn February 22nd, I spoke with Mr [redacted] s to address his full concernsHis dispute letter was received and a credit was issued to his account by our Disputes TeamNetSpend regrets the inconvenience that Mr [redacted] s experienced while waiting for a resolution to his claimWe are also requesting the call recording for when Mr [redacted] s opened his claim to provide the correct coaching to the agent involvedWe have provided Mr [redacted] s 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 a NetSpend Prepaid Visa card he purchased 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 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 August 26, 2016, Mr [redacted] purchased a Netspend card with $loaded on itMr [redacted] contacted us on August to activate his card, but he did not want to provide his identity information In response to his communciation, we reached out to Mr [redacted] on September 6, and we will mail him a check for the account balance to the address he provided Mr [redacted] should receive this check within business days We have provided Mr [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Monday, February 20, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his online account centerOn January 5, 2017, Mr [redacted] contacted us by email to report that he was having trouble with the mobile banking app We provided him with troubleshooting tips to ensure he can access his online account center Our records show he was able to access the mobile app successfully On February 15, 2017, Mr [redacted] contacted our Customer Service Department to inform us that he was still having trouble with his online account center A member of our Corporate Office spoke with Mr [redacted] on February 16, to discuss the problems he experienced with our online account center We informed Mr [redacted] that our records indicate a successful login into his online account center For security reasons, we are unable to view the password he is entering to confirm if it is correct 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.Mr [redacted] has been provided with our contact information should she/he have any additional questions or concerns Thanks, [redacted] Customer Experience AnalystNetspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because: No notification was sent to me about on the tenth day about [redacted] updates on this dispute, which is my main reason for filling a complaintI only found out about the update on January 20th what was going on with the dispute and that was because I called after taking with the mercury who informed me they never received paymentNotification was then sent to me after trying to file a complaint with Netspend after that phone call Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: NetSpend never responded to me in regards to my claim on my account abc it shouldn't take or more days for me to be issued a refund on my accountI also asked several times to speak to a supervisor and they have hung up on meThis is not only an inconvience to me but also extremely disrespectfulI have yet to receive any correspondence regarding this matterThis is the first time they have even reached out to me and it's due to the fact that I contacted the Revdex.comPlease be advised that I am taking legal action to receive my money in fullThis is an inconvience that no one should have to endure Regards, [redacted] ***
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, however the card was supposed to be blocked as of October 14, which was not done when I contact them when this first happend on Oct 13, Regards, [redacted]
Tuesday, May 24, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claimOn March 23, 2016, Mr [redacted] disputed an authorized transaction through our website We immediately opened a dispute claim and began our investigation We also informed Mr [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E On April 6, we updated his claim with no provisional credit being issued due to the dispute type Mr [redacted] dispute claim finalized on May 23, and his account was credited for the full amount of the transaction Upon receiving his complaint, we spoke with Mr [redacted] on May 18, and explained the dispute process We also clarified why Mr [redacted] received an additional credit on April We apologize for the poor 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 withWe 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
Friday, December 18, 2015To Whom It May Concern:We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning the two disputes claims that were closed with no error found He’s requesting to be refunded for the unauthorized transactionsOn December 2, 2015, our Disputes Department closed both of Mr***’s claims with no error found on the disputed transactions, and no funds were reimbursed to the account On the same day, a letter was mailed to him with the results of our investigation Our Disputes Department also mailed the documents to Mr [redacted] that support the claim decision on December 10th After further review, the Disputes Team has determined the results remain the same and both claims are closed.NetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the disputes claim decisionsWe have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company