Complaint: [redacted] I am rejecting this response because: netspend support team was no help at all I spoke to a total of foreneirs who knew nothing and sounded like trained robotsI requested to speak to someone in the states and that did not happenMy card was not activated even after I went online and activated they said due to a large refund you will be receiving you need to show us proof of the purchaseShow YOU proof of MY purchase??! What a joke and a night mareYou are dealing with people's money, please hire people who are useful helpful and who are in the statesThis is an online bank and I had no access to my money for days!! Regards, [redacted]
Monday, May 9, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a refund for a NetSpend card We are required to obtain, verify, and record information that identifies each person who opens a prepaid debit card account 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 that this is not a gift cardA check was mailed in the name of [redacted] relative on April 14, 2016, to the address on the account She responded to our email on May 2, to inform us that the check had not been received On May 9, we canceled the check and returned the funds back to the card We converted the card to “limited-use” which allows the card to be used for in store purchases only Once the funds are used, the card can be destroyed [redacted] has been provided my contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the activation of her Card Account 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 purchase Our packaging also informs that the person activating the card must be at least years of age and that it is not a gift card A member of our Corporate Office spoke with Ms [redacted] on April 3, to discuss the activation of her Card Account We informed her that the Card Account was closed on March 31, at her request A check for the remaining Card Account funds was mailed to Ms [redacted] confirmed address on April She will receive the check within ten business days The card Ms [redacted] purchased is a reloadable, prepaid debit card account and not a gift cardThis type of product is intended for individuals who wish to have access to an electronic form of payment, but would like an alternative to a traditional bank account We are sorry to hear that Ms [redacted] had a bad experience with our Customer Service Department when attempting to activate the card account We have reported this incident to the management staff of the customer service agents he spoke with to ensure that they receive appropriate coaching on our policies and procedures We have provided Ms [redacted] with our direct contact information should she have any additional questions concerning this matter 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 his dispute claimOn July 7, 2016, someone claiming to be Mr [redacted] contacted us to report his card as stolen and to transfer funds to another NetSpend account The person claiming to be Mr [redacted] verified all of the security information associated with the account and our Customer Service Department completed the transfer Later that day, Mr [redacted] contacted us to report that the transfer of funds was not authorized by him We immediately opened a dispute claim and began our investigation A block was also placed on Mr [redacted] ’s account to prevent any additional unauthorized activityA member of our Corporate Response Team reached out to Mr [redacted] on July to discuss his dispute claim After review of Mr [redacted] ’s dispute claim, we provided him with full reimbursement for the disputed transaction.We understand how frustrating it can be to experience unauthorized transactions on your accountNetSpend is very committed to providing a safe and secure product.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
Complaint: [redacted] I am rejecting this response because: [redacted] called me yesterday at 4:pm right before he was about to leave the office which did not allow any time to give him a callback and go over this matter with himThen reached out to me via email which I provided a snip of what he stated to me and the difference in the information that he have provided to the Revdex.comIn addition to that never made aware of the fact that I would have to add someone to my account just to make a paymentThe thing that is frustrating is the inconsistenciesHe advised in the email that it states that a ACH must state my name on it on the direct deposit page and I have provided a snip of those part 1-I did not find that information anywhere on the pageOnce again if that was the case of it being on the web why would it not be in my cardholder agreement information that is provided by the companyI truly feel that Mr [redacted] is making every effort to not be responsible for the denying of my rent paymentThe matter is that I was charged my [redacted] as if I did not have funds available when they wereIn addition to that if was a real concern then the payment that came over with Peggy name on it had the same address that is associated with my cardThis is very upsetting to my family and meThis morning when I went to contact Mr [redacted] his voicemail is going directly to voicemail which he advised of his office hoursI truly feel that is very unprofessional to contact right before you leave the officeIf needed I can provide a snip of my call records showing the time that he reached out meFor him to contact Revdex.com as if the issue is resolved or as if we spoke just to not speak with me is very appalling Regards, [redacted] ***
Monday, June 5, To Whom It May Concern: Thank you for forwarding Ms [redacted] ***’s complaint # [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on June 5, by way of telephoneWe sent her an email detailing the actions taken on her account to resolve her concerns the same dayThank 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] concerning her tax refund status On February 24, 2017, Ms [redacted] contacted our Customer Service Department to inquire about the status of her tax refund Our Customer Service Agent informed Ms [redacted] that we had not received her tax refund On February 25, we also provided Ms [redacted] her account and routing number On February 28, a member from our Corporate Office spoke with Ms***, and she informed us that she was previously assisted and had no other concernsOur records indicate that Ms [redacted] received her direct deposit from her employer on March, We were unable to locate another Card Account in her name that received a tax refund in We provided this information to Ms [redacted] via email We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] * [redacted] Customer Experience Specialist NetSpend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning email messages she is receivingUpon receiving her complaint, we reached out to Ms [redacted] on June 13, but unfortunately, we did not have the opportunity to speak with herThe email that she provided has been removed from our cardholder’s accountWe apologize for the error in the spelling of the first name in the emailWhen she returns our call we will verify the email messages have ceasedWe have provided Ms [redacted] with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Wednesday, May 31, 2017To Whom It May Concern:Thank you for forwarding Mr [redacted] complaint to usNetSpend relies on affiliate marketing services as a source for reaching potential new customers and Card Account offer recipients’ information is acquired through these business relationshipsA consumer’s name and address is provided to the affiliate marketing service when the consumer opts in to receive offers and marketing materials from the third party, as well as any third party with whom they may share the informationBecause NetSpend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers years of age and older and have received permission to share it with us.Unfortunately, we were unable to locate a Card Account or contact Mr [redacted] with the information he providedWe regret to hear that Mr [redacted] had a bad experience with our Customer Service Department We will make sure these concerns are addressed should Mr [redacted] provide better contact information Thank 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
Monday, March 5, To Whom It May Concern: Thank you for forwarding Ms [redacted] additional comments regarding complaint [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on February 27, 28, and March 5, by telephoneWe provided her information regarding the finalizing of her dispute claim and the return of her fundsThank 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
Wednesday, July 20, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on his accountOn July 14, 2016, Mr [redacted] received a merchant refund from Wal-MartA systemic block was placed on the account because the refund did not correspond with any debits posted by the same merchantWhen a refund is received on a Card Account that does not correspond with a prior debit transaction on that Card Account, or a refund is received that exceeds the amount of the original purchase transaction, it is our policy to request the original purchase receipt to authenticate the refund in accordance with our responsibilities under the Visa Processing RulesFor security reasons, the Card Account also remains blocked until we receive the original purchase receipt and can validate the refund.In response to his communication, we spoke with Mr [redacted] on July 18, and we requested the original purchase receipt Our Risk Management Team is currently reviewing the documents Mr [redacted] submitted and we will provide him with an update once our investigation is complete We have provided Mr [redacted] with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her overdraft protection We are required to monitor each cardholder’s use of the Overdraft Protection Program to determine if it is being used excessively, and to limit the amount of fees that are assessed to the cardholder’s account On December 15, 2016, Ms [redacted] Overdraft Protection Program was temporarily suspended A member of our Corporate Response Team spoke with Ms [redacted] on December 29, and explained why her Optional Overdraft Protection was temporarily deactivated We informed Ms [redacted] that the feature will be reactivated on March 15, as long as she continues to meet the eligibility criteria As a courtesy, we issued reimbursement to her account for the recent overdraft fees 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 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund check she has not receivedMs [redacted] contacted Netspend in March to open multiple dispute claims for unauthorized transactionsOn March 17th, our Disputes Team concluded their investigation of the first claim, crediting Ms [redacted] accountOn March 18th, our Risk Management Team also put in a request to mail Ms [redacted] a check for the remaining balance which she should receive within business daysA second check for the other dispute claim was also mailed to Ms [redacted] on March 22ndOn March 28th, our Disputes Team concluded their investigation of her final claim crediting her account and requested to mail her a check for the final remaining available balance which she should receive within business daysOn March 18th, I spoke with Ms [redacted] to address her concernsMs [redacted] was not satisfied with the explanation and requested to speak with my SupervisorOn March 23rd, my Supervisor and Manager spoke with Ms [redacted] to address her full concernsOn April 4th, Ms [redacted] confirmed to me that she received the check mailed to her on March 22ndNetSpend regrets any inconvenience that Ms [redacted] experienced while waiting to receive her checksShe has been given 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 a direct deposit she is expecting On March 16th, I spoke with Ms [redacted] to address her concernsNetspend has not received her deposit in question at this time I provided Ms*** with my email address so that she can send the trace number for her deposit to, if she can obtain itShould I receive the tracer number from Ms***, I will forward it for further research to see if we can locate her fundsWe regret any inconvenience that Ms [redacted] experienced while waiting on her direct deposit She has been given 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 haven't received any lettersThis is my money and I do need my money back Regards, [redacted]
To Whom It May Concern: Thank you for forwarding Mr [redacted] complaint to usAs you requested, we addressed this matter directly with Mr [redacted] on May 1, 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 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 a merchant refund she has not receivedUpon receiving her complaint, we spoke with Ms [redacted] on June 15, to address her concerns about the merchant refund she has not receivedWe advised Ms [redacted] that we post merchant refunds as soon as they are receivedMs [redacted] mentioned that she received one credit from the merchant, but is still expecting three additional creditsWe also informed Ms [redacted] that we can dispute these unauthorized transactions should the merchant fail to credit the accountWe apologize that Ms [redacted] was unable to log into her online account centerWe confirmed that she can now access her account online.Ms [redacted] has been provided our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced when her card was blocked for an unusual transaction Our Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOn March 18, 2016, our Fraud Prevention Team blocked Ms [redacted] account and asked for her to verify a transaction on her card When she called the next day to verify the charge on her card, customer service did not expedite a replacement card to her address because she was not home to receive it We apologize for the long hold time to reach a supervisor The card remained blocked for the protection of her funds We spoke with Ms [redacted] on March 23rd and addressed her concerns We documented several suggestions she had to prevent this from happening to her, or someone else, in the future NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the block on her cardShe has my contact information should she have any further questions or concernsThank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a pending transaction on her Card Account On February 22, 2017, Ms [redacted] contacted our Customer Service Department to report that her card transaction with Citizen Bank had been cancelled and she requested the funds be returned to her available card balance Our Customer Service Agent, informed Ms [redacted] to send in documentation that showed the merchant did not intend on collecting the funds If a cardholder requests a release of a pending transaction before we receive the merchant’s settlement request, we request written confirmation from the merchant advising that the transaction will not be collectedWe request confirmation for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions A member from our Corporate Office spoke with Ms [redacted] on February 28, and we released the pending transaction back to her available Card Account balance We emailed Ms [redacted] to inform her that our release is not a void or cancel of the original authorization If the merchant collects at a later date, Ms [redacted] will need to contact us to dispute the transaction in order to recover the funds We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by Joseph [redacted] concerning the Refer-A-Friend bonus associated with his NetSpend Prepaid Debit Card On March 1st, 2016, Mr [redacted] opened a Netspend account using the Refer-A-Friend offerMr [redacted] began adding funds to his account via instant transfer from another account, which is not one of the methods mentioned in how to load funds to qualify for the Refer-A-Friend creditOn March 21st, I spoke with Mr [redacted] to address his concernsI verified the referral code he provided and issued the Refer-A-Friend credit to his account.NetSpend regrets the inconvenience that Mr [redacted] experienced while waiting to receive his Refer-A-Friend bonus We 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: netspend support team was no help at all I spoke to a total of foreneirs who knew nothing and sounded like trained robotsI requested to speak to someone in the states and that did not happenMy card was not activated even after I went online and activated they said due to a large refund you will be receiving you need to show us proof of the purchaseShow YOU proof of MY purchase??! What a joke and a night mareYou are dealing with people's money, please hire people who are useful helpful and who are in the statesThis is an online bank and I had no access to my money for days!! Regards, [redacted]
Monday, May 9, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a refund for a NetSpend card We are required to obtain, verify, and record information that identifies each person who opens a prepaid debit card account 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 that this is not a gift cardA check was mailed in the name of [redacted] relative on April 14, 2016, to the address on the account She responded to our email on May 2, to inform us that the check had not been received On May 9, we canceled the check and returned the funds back to the card We converted the card to “limited-use” which allows the card to be used for in store purchases only Once the funds are used, the card can be destroyed [redacted] has been provided my contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the activation of her Card Account 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 purchase Our packaging also informs that the person activating the card must be at least years of age and that it is not a gift card A member of our Corporate Office spoke with Ms [redacted] on April 3, to discuss the activation of her Card Account We informed her that the Card Account was closed on March 31, at her request A check for the remaining Card Account funds was mailed to Ms [redacted] confirmed address on April She will receive the check within ten business days The card Ms [redacted] purchased is a reloadable, prepaid debit card account and not a gift cardThis type of product is intended for individuals who wish to have access to an electronic form of payment, but would like an alternative to a traditional bank account We are sorry to hear that Ms [redacted] had a bad experience with our Customer Service Department when attempting to activate the card account We have reported this incident to the management staff of the customer service agents he spoke with to ensure that they receive appropriate coaching on our policies and procedures We have provided Ms [redacted] with our direct contact information should she have any additional questions concerning this matter 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 his dispute claimOn July 7, 2016, someone claiming to be Mr [redacted] contacted us to report his card as stolen and to transfer funds to another NetSpend account The person claiming to be Mr [redacted] verified all of the security information associated with the account and our Customer Service Department completed the transfer Later that day, Mr [redacted] contacted us to report that the transfer of funds was not authorized by him We immediately opened a dispute claim and began our investigation A block was also placed on Mr [redacted] ’s account to prevent any additional unauthorized activityA member of our Corporate Response Team reached out to Mr [redacted] on July to discuss his dispute claim After review of Mr [redacted] ’s dispute claim, we provided him with full reimbursement for the disputed transaction.We understand how frustrating it can be to experience unauthorized transactions on your accountNetSpend is very committed to providing a safe and secure product.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
Complaint: [redacted] I am rejecting this response because: [redacted] called me yesterday at 4:pm right before he was about to leave the office which did not allow any time to give him a callback and go over this matter with himThen reached out to me via email which I provided a snip of what he stated to me and the difference in the information that he have provided to the Revdex.comIn addition to that never made aware of the fact that I would have to add someone to my account just to make a paymentThe thing that is frustrating is the inconsistenciesHe advised in the email that it states that a ACH must state my name on it on the direct deposit page and I have provided a snip of those part 1-I did not find that information anywhere on the pageOnce again if that was the case of it being on the web why would it not be in my cardholder agreement information that is provided by the companyI truly feel that Mr [redacted] is making every effort to not be responsible for the denying of my rent paymentThe matter is that I was charged my [redacted] as if I did not have funds available when they wereIn addition to that if was a real concern then the payment that came over with Peggy name on it had the same address that is associated with my cardThis is very upsetting to my family and meThis morning when I went to contact Mr [redacted] his voicemail is going directly to voicemail which he advised of his office hoursI truly feel that is very unprofessional to contact right before you leave the officeIf needed I can provide a snip of my call records showing the time that he reached out meFor him to contact Revdex.com as if the issue is resolved or as if we spoke just to not speak with me is very appalling Regards, [redacted] ***
Monday, June 5, To Whom It May Concern: Thank you for forwarding Ms [redacted] ***’s complaint # [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on June 5, by way of telephoneWe sent her an email detailing the actions taken on her account to resolve her concerns the same dayThank 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] concerning her tax refund status On February 24, 2017, Ms [redacted] contacted our Customer Service Department to inquire about the status of her tax refund Our Customer Service Agent informed Ms [redacted] that we had not received her tax refund On February 25, we also provided Ms [redacted] her account and routing number On February 28, a member from our Corporate Office spoke with Ms***, and she informed us that she was previously assisted and had no other concernsOur records indicate that Ms [redacted] received her direct deposit from her employer on March, We were unable to locate another Card Account in her name that received a tax refund in We provided this information to Ms [redacted] via email We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] * [redacted] Customer Experience Specialist NetSpend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning email messages she is receivingUpon receiving her complaint, we reached out to Ms [redacted] on June 13, but unfortunately, we did not have the opportunity to speak with herThe email that she provided has been removed from our cardholder’s accountWe apologize for the error in the spelling of the first name in the emailWhen she returns our call we will verify the email messages have ceasedWe have provided Ms [redacted] with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Wednesday, May 31, 2017To Whom It May Concern:Thank you for forwarding Mr [redacted] complaint to usNetSpend relies on affiliate marketing services as a source for reaching potential new customers and Card Account offer recipients’ information is acquired through these business relationshipsA consumer’s name and address is provided to the affiliate marketing service when the consumer opts in to receive offers and marketing materials from the third party, as well as any third party with whom they may share the informationBecause NetSpend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers years of age and older and have received permission to share it with us.Unfortunately, we were unable to locate a Card Account or contact Mr [redacted] with the information he providedWe regret to hear that Mr [redacted] had a bad experience with our Customer Service Department We will make sure these concerns are addressed should Mr [redacted] provide better contact information Thank 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
Monday, March 5, To Whom It May Concern: Thank you for forwarding Ms [redacted] additional comments regarding complaint [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on February 27, 28, and March 5, by telephoneWe provided her information regarding the finalizing of her dispute claim and the return of her fundsThank 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
Wednesday, July 20, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on his accountOn July 14, 2016, Mr [redacted] received a merchant refund from Wal-MartA systemic block was placed on the account because the refund did not correspond with any debits posted by the same merchantWhen a refund is received on a Card Account that does not correspond with a prior debit transaction on that Card Account, or a refund is received that exceeds the amount of the original purchase transaction, it is our policy to request the original purchase receipt to authenticate the refund in accordance with our responsibilities under the Visa Processing RulesFor security reasons, the Card Account also remains blocked until we receive the original purchase receipt and can validate the refund.In response to his communication, we spoke with Mr [redacted] on July 18, and we requested the original purchase receipt Our Risk Management Team is currently reviewing the documents Mr [redacted] submitted and we will provide him with an update once our investigation is complete We have provided Mr [redacted] with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her overdraft protection We are required to monitor each cardholder’s use of the Overdraft Protection Program to determine if it is being used excessively, and to limit the amount of fees that are assessed to the cardholder’s account On December 15, 2016, Ms [redacted] Overdraft Protection Program was temporarily suspended A member of our Corporate Response Team spoke with Ms [redacted] on December 29, and explained why her Optional Overdraft Protection was temporarily deactivated We informed Ms [redacted] that the feature will be reactivated on March 15, as long as she continues to meet the eligibility criteria As a courtesy, we issued reimbursement to her account for the recent overdraft fees 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 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund check she has not receivedMs [redacted] contacted Netspend in March to open multiple dispute claims for unauthorized transactionsOn March 17th, our Disputes Team concluded their investigation of the first claim, crediting Ms [redacted] accountOn March 18th, our Risk Management Team also put in a request to mail Ms [redacted] a check for the remaining balance which she should receive within business daysA second check for the other dispute claim was also mailed to Ms [redacted] on March 22ndOn March 28th, our Disputes Team concluded their investigation of her final claim crediting her account and requested to mail her a check for the final remaining available balance which she should receive within business daysOn March 18th, I spoke with Ms [redacted] to address her concernsMs [redacted] was not satisfied with the explanation and requested to speak with my SupervisorOn March 23rd, my Supervisor and Manager spoke with Ms [redacted] to address her full concernsOn April 4th, Ms [redacted] confirmed to me that she received the check mailed to her on March 22ndNetSpend regrets any inconvenience that Ms [redacted] experienced while waiting to receive her checksShe has been given 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 a direct deposit she is expecting On March 16th, I spoke with Ms [redacted] to address her concernsNetspend has not received her deposit in question at this time I provided Ms*** with my email address so that she can send the trace number for her deposit to, if she can obtain itShould I receive the tracer number from Ms***, I will forward it for further research to see if we can locate her fundsWe regret any inconvenience that Ms [redacted] experienced while waiting on her direct deposit She has been given 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 haven't received any lettersThis is my money and I do need my money back Regards, [redacted]
To Whom It May Concern: Thank you for forwarding Mr [redacted] complaint to usAs you requested, we addressed this matter directly with Mr [redacted] on May 1, 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 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 a merchant refund she has not receivedUpon receiving her complaint, we spoke with Ms [redacted] on June 15, to address her concerns about the merchant refund she has not receivedWe advised Ms [redacted] that we post merchant refunds as soon as they are receivedMs [redacted] mentioned that she received one credit from the merchant, but is still expecting three additional creditsWe also informed Ms [redacted] that we can dispute these unauthorized transactions should the merchant fail to credit the accountWe apologize that Ms [redacted] was unable to log into her online account centerWe confirmed that she can now access her account online.Ms [redacted] has been provided our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced when her card was blocked for an unusual transaction Our Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOn March 18, 2016, our Fraud Prevention Team blocked Ms [redacted] account and asked for her to verify a transaction on her card When she called the next day to verify the charge on her card, customer service did not expedite a replacement card to her address because she was not home to receive it We apologize for the long hold time to reach a supervisor The card remained blocked for the protection of her funds We spoke with Ms [redacted] on March 23rd and addressed her concerns We documented several suggestions she had to prevent this from happening to her, or someone else, in the future NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the block on her cardShe has my contact information should she have any further questions or concernsThank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a pending transaction on her Card Account On February 22, 2017, Ms [redacted] contacted our Customer Service Department to report that her card transaction with Citizen Bank had been cancelled and she requested the funds be returned to her available card balance Our Customer Service Agent, informed Ms [redacted] to send in documentation that showed the merchant did not intend on collecting the funds If a cardholder requests a release of a pending transaction before we receive the merchant’s settlement request, we request written confirmation from the merchant advising that the transaction will not be collectedWe request confirmation for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions A member from our Corporate Office spoke with Ms [redacted] on February 28, and we released the pending transaction back to her available Card Account balance We emailed Ms [redacted] to inform her that our release is not a void or cancel of the original authorization If the merchant collects at a later date, Ms [redacted] will need to contact us to dispute the transaction in order to recover the funds We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by Joseph [redacted] concerning the Refer-A-Friend bonus associated with his NetSpend Prepaid Debit Card On March 1st, 2016, Mr [redacted] opened a Netspend account using the Refer-A-Friend offerMr [redacted] began adding funds to his account via instant transfer from another account, which is not one of the methods mentioned in how to load funds to qualify for the Refer-A-Friend creditOn March 21st, I spoke with Mr [redacted] to address his concernsI verified the referral code he provided and issued the Refer-A-Friend credit to his account.NetSpend regrets the inconvenience that Mr [redacted] experienced while waiting to receive his Refer-A-Friend bonus We 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