To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on her accountDuring routine monitoring, we placed a temporary block on Ms [redacted] account on July 26, 2016, because we detected suspicious activity In order to remove the block, we requested Ms [redacted] to provide us with copies of her documents to verify her identification A member of our Corporate Response Team spoke with Ms [redacted] on August to discuss her accountMs [redacted] did not feel comfortable sending copies of her identity documents and requested to have a refund check mailed to her for both of the accounts she openedMs [redacted] should receive these checks to her address on file within business days Our Risk Management Team also closed Ms [redacted] account because the identified risk factors associated with activity/information These risk factors are not shared with consumers for security reasons and Ms [redacted] is no longer eligible for products managed by NetSpend.We 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
Friday, September 8, 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 September 2, by way of telephoneMs [redacted] informed us that her concern had already been resolvedThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] * [redacted] Customer Experience Specialist Netspend a TSYS Company
Complaint: [redacted] I am rejecting this response because: Additionally I am seeking $for a fee and late fee that was accessed to me by a different company after my initial complaint with AceI paid a bill via my ace accountace refused the payment and I was charged a late feeAs a result I had to use my debit card to pay the bill and was charged fee by ace as well Regards, * [redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a block on a card he purchased He’s requesting access to his funds Our Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOn February 16, 2016, our Fraud Prevention Team blocked Mr [redacted] account and requested he provide identity documents The documents sent were unacceptable for removal of the block Mr [redacted] will receive a check for the remaining funds on his card balance within ten business days from February 19th I spoke with Mr [redacted] on February 24th and explained I would review his case with the Fraud Prevention Team I called him the next day and informed him that clearer documents will be required for further review NetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the account block He has been given our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her card that was not received On February 20, 2017, Ms [redacted] reported that her card ending with [redacted] as lost through her online account centerMs [redacted] ordered a replacement card ending in [redacted] to be delivered to her address on file, 7-business day delivery timeframe Ms [redacted] contacted our Customer Service Department on March 1, to inform us that she never received the card ending in *** We ordered a new card to be expedited to her at the same address, and should arrive within 1-business day delivery timeframe Ms [redacted] contacted us on March 3, to state she had not received the new card ending with *** Ms [redacted] purchased another Card Account and we transferred her funds after the new card account was activated A member from our Corporate Office spoke with Ms [redacted] on March 6, to provide further insight about her card delivery As a courtesy, we refunded the fee to transfer funds and the purchase price of the new card account We also reimbursed the cost of the Fee Advantage Plan on both accounts We received an email from Ms [redacted] on March that she received her card 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] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: Thank you for forwarding Ms***’s complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on October 20, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business daysThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Analyst
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with activating a NetSpend card that she thought was a gift card She’s requesting reimbursement of the funds.The NetSpend packaging that the card comes with has important information that notifies the consumer of basic fees that are associated with the cardWe also disclose on the front of the card packaging that the NetSpend card is not a gift card On February 17, 2016, we spoke with Ms [redacted] to address her full concerns about the cardShe was not aware that we do not provide gift cards and was alarmed that she incurred account maintenance feesAt Ms [redacted] request, we will be mailing her a check for the full amount deposited on the card which she should receive within business days.NetSpend regrets the inconvenience Ms [redacted] experienced as a result of not being informed about our feesWe have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because:My whole point here is that by displaying the Visa Logo, you advertize "Zero Liability" for fraudulent charges on my accountI have informed you that there has been fraudulent activity on my account as a result of Empower having charged me for a service I did not receiveBy claiming that you are waiting for a refund from Empower before you credit my account the money I am owed, You are proving that you do not protect your customers from fraudulent chargesAnd your actions are implying that there might be a reason where I would be responsible for this charge.You have no desire to resolve this issue for meYou won't even answer the phone when I callIn fact, you won't even return my phone calls when I've left messages asking you to call me.You want to make it appear as though you've tried to keep in contact with me, But you will not even answer any of my question through the Revdex.comSUCH AS,, "Why can't you call me, allow me to make a three-way call to the merchant and hear for yourself when they tell me that they have no record of having received any payment from me what so ever?"You also have not answered the question, If I can call and with one simple minute phone call, verify that the merchant has no record of payment from me, and that I do not have an account with them, Then WHY is it that you insist on holding my money for a total of days?If indeed the merchant was paid by you, and it can easily be proven that they should not have been, Why are you not willing to right the wrong? It is not a matter of waiting for them to return the moneyYou have means of having those funds returned to you by VisaYou have a working relationship with Visa, who at the end of the month, when they send that merchant their payment for transactions paid to them trough visa, THAT's where the funds they owe you/me can be deductedYou try to make it sound as though you are waiting for the merchant to issue a refund when that is just not the case.You want to make it look as though you are trying to resolve this issueBut in this day and age, when baking is instant, as is communication around the world, There is no reasonable excuse for you to not protect your customer from the fraudulent activity on my account.If you wanted to help me, you could resolve this issue with a few phone callsIf it can be verified by calling customer service that I have no account with this merchant, and they have never received funds in my name, Then WHY can't you issue me a credit for the money I am owed?Will you answer any questions I have laid out here? Will you answer your phone if I try (AGAIN) to call you today?DO YOU WANT TO HELP ME GET THE MONEY I AM OWED?I am trying to work together with youI will do whatever leg work you need me to do in order to provide proof that I have had funds taken from my account, and did not receive anything for that money.What will it take for me to get my money back? Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a monthly fee charged to his NetSpend card He wants the fee reversed On October 10, 2015, Mr [redacted] ordered a NetSpend PayPal Prepaid MasterCard through the website, www.paypal.com/prepaid We mailed him the card free of chargeMr [redacted] activated his card on October 25th, and transferred $from his PayPal account The next day, in accordance with the terms of the card, a $monthly fee was charged to his new account This fee allows unlimited card signature and PIN purchases At Mr [redacted] ’s request, the fee was refunded, and his account was closed on October 29th A check for his remaining funds will be mailed by November 6th to the address on file NetSpend regrets the inconvenience that Mr [redacted] experienced with our PayPal Prepaid MasterCard product 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
Friday, February 26, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a pending transaction on her NetSpend account that has not been released to the card balanceShe’s requesting to have the pending transaction released On February 18, 2016, the merchant [redacted] initiated a transaction for $on Ms [redacted] NetSpend cardAs a result of the recent transaction being in a pending state, our customer service was unable to release the charge without supporting documents to confirm that the merchant would not collect the fundsNetSpend does not have the ability to void or cancel a pending transaction as noted in the card termsIf we receive documents from the merchant to validate that the transaction has been voided or cancelled, we can release the funds back into the accountWe reached out to Ms [redacted] on February 22nd by telephone and email, but unfortunately, we have not had the opportunity to speak with her Our Customer Service Department released the pending transaction back to the card balance on February 23rd as a courtesy Our release of the funds is not a void or cancel of the original charge from the merchantIf they collect at a later date, Ms [redacted] can request for NetSpend to dispute the charge NetSpend regrets the inconvenience that Ms [redacted] experienced with the pending transaction from the merchantWe have provider her our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim On January 13, 2017, Mr [redacted] contacted us to report a transaction that posted on his account by the merchant, Prestige Financial We promptly opened a dispute claim and began our investigation We also informed Mr [redacted] of the investigation timeframe afforded under Regulation EOn January 30, we determined that Mr [redacted] dispute claim was not eligible for a provisional credit, but we are continuing our efforts to investigate the claim The claim is scheduled to be finalized by the end of the day March The results of the investigation will be sent to Mr [redacted] in writing within business days of completing our investigation Mr [redacted] contacted our Customer Service Department on February 7, and initiated a 3-way call with the merchant The merchant stated they returned the funds to Mr [redacted] account We encourage the merchant to reference their Merchant Processing Agreement regarding dispute resolution process to clarify the status of the funds A member of our Corporate Office reached out to Mr [redacted] on February 16, to explain the dispute resolution timeframe We informed Mr [redacted] via email communication the date he can expect an update on his dispute claim We apologize for the service that Mr [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with We have provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] Customer Experience Specialist Netspend, A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning unauthorized transactions on his account On March 6, 2016, Mr [redacted] contacted us to dispute unauthorized transactions that occurred in We advised Mr [redacted] to send a letter of dispute detailing why he feels an error was made.We concluded our investigation on April and no credits were issued because we were unable to identify that an error occurredWe have reason to believe that the transactions were authorized and that either Mr [redacted] or the primary cardholder benefited from the transactions On May 20, our Risk Management Team closed Mr [redacted] account because they identified risk factors associated with his activity/information These risk factors are not shared publicly for security reasons and Mr [redacted] is no longer eligible for products managed by NetSpend.Upon receiving Mr [redacted] complaint, we reached out to him on May to discuss his dispute Mr [redacted] advised that he was incarcerated during the time of the unauthorized transactions and we requested to send copies of his incarceration documentsOur Disputes Team reviewed the documents and determined there was no error found 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: Thank you for forwarding Ms [redacted] complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on September 12, by way of telephoneIf a letter has been sent, it should be received within the next five business daysThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usWe are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with us When our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed in the envelope that we send with the card offer As you requested, we addressed this matter directly with Ms [redacted] on July by a way of telephone On July 17, an email was sent to inform Ms [redacted] to submit identifying documentation to validate the address she provided We provided her with further insight on the verification processWe are sorry to hear that Ms [redacted] had a bad experience with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with to ensure that they receive appropriate coaching on our policies and proceduresThank you for bringing this matter to our attention Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Wednesday, July 6, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his card activation We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with us When our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed on the inside flap of the card package and is visible to consumers prior to purchaseThe card package also states that use of the card is limited prior to identity verification and that the cardholder must be at least years old On July 5, 2016, Mr [redacted] attempted to activate his new NetSpend card, but his identity could not be automatically verified due to the information he provided We requested him to provide copies of his identification documents for verification In response to his communication, we spoke with Mr [redacted] on July 5, and explained why we are required to verify the identity information on accounts The next day, we received documents from Mr [redacted] and the name on the account was updated Mr [redacted] ’s card is now activated for use 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 a direct deposit sent to her NetSpend cardShe’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 Ms [redacted] account on January 29, When Ms [redacted] attempted to activate a new card on January 21, 2016, a system block was placed on the account The direct deposit that arrived to the new account was returned to the sender on January 24th Ms [redacted] is no longer eligible for NetSpend services and the factors that lead to the account closure are kept internal for security reasons We spoke with Ms [redacted] on January 28th and she informed us that her concern had been addressed NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the account blockWe have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] -***Mrs [redacted] - [redacted] mentions that her card was stolen and used for an unauthorized transactionShe’s requesting to be reimbursed for the card expedite fee, and for the unauthorized transaction On September 13, 2015, Mrs [redacted] -***’s card was charged $by Forever She called to report the card stolen and to dispute the transaction on September 16thWe ordered her a replacement card for regular 7-business day shipping at no cost, but Ms [redacted] - [redacted] requested to have the card expedited for a $feeThe merchant Forever credited Mrs [redacted] -***’s account for the disputed amount of $on September 17thNetSpend regrets any inconvenience that Mrs [redacted] - [redacted] experienced as a result of the unauthorized transactionWe’ve attempted to contact by telephone and email on September 25th, but have not had the opportunity to speak with herWe have provided Ms [redacted] - [redacted] with 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 was charged late fees for her bills and overdraft fees She has contacted a lawyer due to the hardship she has gone through As we stated in our last response, Ms [redacted] ’s account was automatically blocked because there was no corresponding debit for the credited amounts with that specific merchant on April 29, Our Risk Management Department requested that the credits be reversed back to the merchant Target reversed the credits on May 6th and Ms [redacted] has complete access to the funds on her account She has been given our information should she 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 has still not done anything about it they keep telling me they won't do anything about it to contact the merchants but it has been determined that it is fraudulent activity on my account it has been reported to the police the federal government have a case number it's just very stressful I'm not be able to pay bills I'm behind about to get my cell phone turned off its going to cost me $and turn back onThey keep saying that its my problem because it's Bill Pay I've never use their bill pay I don't even know how to use there bill pay Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Hi I apologize netspend has not sent me any e-mails he talked to me once said something about the 26th but I was also lead to believe that he was going to try for quicker due to the promises and everything I was madeSo I reject his solution this is not what we talked about Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a block on her accountDuring routine monitoring, we placed a temporary block on Ms [redacted] account on July 26, 2016, because we detected suspicious activity In order to remove the block, we requested Ms [redacted] to provide us with copies of her documents to verify her identification A member of our Corporate Response Team spoke with Ms [redacted] on August to discuss her accountMs [redacted] did not feel comfortable sending copies of her identity documents and requested to have a refund check mailed to her for both of the accounts she openedMs [redacted] should receive these checks to her address on file within business days Our Risk Management Team also closed Ms [redacted] account because the identified risk factors associated with activity/information These risk factors are not shared with consumers for security reasons and Ms [redacted] is no longer eligible for products managed by NetSpend.We 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
Friday, September 8, 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 September 2, by way of telephoneMs [redacted] informed us that her concern had already been resolvedThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] * [redacted] Customer Experience Specialist Netspend a TSYS Company
Complaint: [redacted] I am rejecting this response because: Additionally I am seeking $for a fee and late fee that was accessed to me by a different company after my initial complaint with AceI paid a bill via my ace accountace refused the payment and I was charged a late feeAs a result I had to use my debit card to pay the bill and was charged fee by ace as well Regards, * [redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a block on a card he purchased He’s requesting access to his funds Our Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOn February 16, 2016, our Fraud Prevention Team blocked Mr [redacted] account and requested he provide identity documents The documents sent were unacceptable for removal of the block Mr [redacted] will receive a check for the remaining funds on his card balance within ten business days from February 19th I spoke with Mr [redacted] on February 24th and explained I would review his case with the Fraud Prevention Team I called him the next day and informed him that clearer documents will be required for further review NetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the account block He has been given our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her card that was not received On February 20, 2017, Ms [redacted] reported that her card ending with [redacted] as lost through her online account centerMs [redacted] ordered a replacement card ending in [redacted] to be delivered to her address on file, 7-business day delivery timeframe Ms [redacted] contacted our Customer Service Department on March 1, to inform us that she never received the card ending in *** We ordered a new card to be expedited to her at the same address, and should arrive within 1-business day delivery timeframe Ms [redacted] contacted us on March 3, to state she had not received the new card ending with *** Ms [redacted] purchased another Card Account and we transferred her funds after the new card account was activated A member from our Corporate Office spoke with Ms [redacted] on March 6, to provide further insight about her card delivery As a courtesy, we refunded the fee to transfer funds and the purchase price of the new card account We also reimbursed the cost of the Fee Advantage Plan on both accounts We received an email from Ms [redacted] on March that she received her card 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] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: Thank you for forwarding Ms***’s complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on October 20, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business daysThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Analyst
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with activating a NetSpend card that she thought was a gift card She’s requesting reimbursement of the funds.The NetSpend packaging that the card comes with has important information that notifies the consumer of basic fees that are associated with the cardWe also disclose on the front of the card packaging that the NetSpend card is not a gift card On February 17, 2016, we spoke with Ms [redacted] to address her full concerns about the cardShe was not aware that we do not provide gift cards and was alarmed that she incurred account maintenance feesAt Ms [redacted] request, we will be mailing her a check for the full amount deposited on the card which she should receive within business days.NetSpend regrets the inconvenience Ms [redacted] experienced as a result of not being informed about our feesWe have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because:My whole point here is that by displaying the Visa Logo, you advertize "Zero Liability" for fraudulent charges on my accountI have informed you that there has been fraudulent activity on my account as a result of Empower having charged me for a service I did not receiveBy claiming that you are waiting for a refund from Empower before you credit my account the money I am owed, You are proving that you do not protect your customers from fraudulent chargesAnd your actions are implying that there might be a reason where I would be responsible for this charge.You have no desire to resolve this issue for meYou won't even answer the phone when I callIn fact, you won't even return my phone calls when I've left messages asking you to call me.You want to make it appear as though you've tried to keep in contact with me, But you will not even answer any of my question through the Revdex.comSUCH AS,, "Why can't you call me, allow me to make a three-way call to the merchant and hear for yourself when they tell me that they have no record of having received any payment from me what so ever?"You also have not answered the question, If I can call and with one simple minute phone call, verify that the merchant has no record of payment from me, and that I do not have an account with them, Then WHY is it that you insist on holding my money for a total of days?If indeed the merchant was paid by you, and it can easily be proven that they should not have been, Why are you not willing to right the wrong? It is not a matter of waiting for them to return the moneyYou have means of having those funds returned to you by VisaYou have a working relationship with Visa, who at the end of the month, when they send that merchant their payment for transactions paid to them trough visa, THAT's where the funds they owe you/me can be deductedYou try to make it sound as though you are waiting for the merchant to issue a refund when that is just not the case.You want to make it look as though you are trying to resolve this issueBut in this day and age, when baking is instant, as is communication around the world, There is no reasonable excuse for you to not protect your customer from the fraudulent activity on my account.If you wanted to help me, you could resolve this issue with a few phone callsIf it can be verified by calling customer service that I have no account with this merchant, and they have never received funds in my name, Then WHY can't you issue me a credit for the money I am owed?Will you answer any questions I have laid out here? Will you answer your phone if I try (AGAIN) to call you today?DO YOU WANT TO HELP ME GET THE MONEY I AM OWED?I am trying to work together with youI will do whatever leg work you need me to do in order to provide proof that I have had funds taken from my account, and did not receive anything for that money.What will it take for me to get my money back? Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a monthly fee charged to his NetSpend card He wants the fee reversed On October 10, 2015, Mr [redacted] ordered a NetSpend PayPal Prepaid MasterCard through the website, www.paypal.com/prepaid We mailed him the card free of chargeMr [redacted] activated his card on October 25th, and transferred $from his PayPal account The next day, in accordance with the terms of the card, a $monthly fee was charged to his new account This fee allows unlimited card signature and PIN purchases At Mr [redacted] ’s request, the fee was refunded, and his account was closed on October 29th A check for his remaining funds will be mailed by November 6th to the address on file NetSpend regrets the inconvenience that Mr [redacted] experienced with our PayPal Prepaid MasterCard product 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
Friday, February 26, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a pending transaction on her NetSpend account that has not been released to the card balanceShe’s requesting to have the pending transaction released On February 18, 2016, the merchant [redacted] initiated a transaction for $on Ms [redacted] NetSpend cardAs a result of the recent transaction being in a pending state, our customer service was unable to release the charge without supporting documents to confirm that the merchant would not collect the fundsNetSpend does not have the ability to void or cancel a pending transaction as noted in the card termsIf we receive documents from the merchant to validate that the transaction has been voided or cancelled, we can release the funds back into the accountWe reached out to Ms [redacted] on February 22nd by telephone and email, but unfortunately, we have not had the opportunity to speak with her Our Customer Service Department released the pending transaction back to the card balance on February 23rd as a courtesy Our release of the funds is not a void or cancel of the original charge from the merchantIf they collect at a later date, Ms [redacted] can request for NetSpend to dispute the charge NetSpend regrets the inconvenience that Ms [redacted] experienced with the pending transaction from the merchantWe have provider her our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim On January 13, 2017, Mr [redacted] contacted us to report a transaction that posted on his account by the merchant, Prestige Financial We promptly opened a dispute claim and began our investigation We also informed Mr [redacted] of the investigation timeframe afforded under Regulation EOn January 30, we determined that Mr [redacted] dispute claim was not eligible for a provisional credit, but we are continuing our efforts to investigate the claim The claim is scheduled to be finalized by the end of the day March The results of the investigation will be sent to Mr [redacted] in writing within business days of completing our investigation Mr [redacted] contacted our Customer Service Department on February 7, and initiated a 3-way call with the merchant The merchant stated they returned the funds to Mr [redacted] account We encourage the merchant to reference their Merchant Processing Agreement regarding dispute resolution process to clarify the status of the funds A member of our Corporate Office reached out to Mr [redacted] on February 16, to explain the dispute resolution timeframe We informed Mr [redacted] via email communication the date he can expect an update on his dispute claim We apologize for the service that Mr [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with We have provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] Customer Experience Specialist Netspend, A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning unauthorized transactions on his account On March 6, 2016, Mr [redacted] contacted us to dispute unauthorized transactions that occurred in We advised Mr [redacted] to send a letter of dispute detailing why he feels an error was made.We concluded our investigation on April and no credits were issued because we were unable to identify that an error occurredWe have reason to believe that the transactions were authorized and that either Mr [redacted] or the primary cardholder benefited from the transactions On May 20, our Risk Management Team closed Mr [redacted] account because they identified risk factors associated with his activity/information These risk factors are not shared publicly for security reasons and Mr [redacted] is no longer eligible for products managed by NetSpend.Upon receiving Mr [redacted] complaint, we reached out to him on May to discuss his dispute Mr [redacted] advised that he was incarcerated during the time of the unauthorized transactions and we requested to send copies of his incarceration documentsOur Disputes Team reviewed the documents and determined there was no error found 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: Thank you for forwarding Ms [redacted] complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on September 12, by way of telephoneIf a letter has been sent, it should be received within the next five business daysThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usWe are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with us When our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed in the envelope that we send with the card offer As you requested, we addressed this matter directly with Ms [redacted] on July by a way of telephone On July 17, an email was sent to inform Ms [redacted] to submit identifying documentation to validate the address she provided We provided her with further insight on the verification processWe are sorry to hear that Ms [redacted] had a bad experience with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with to ensure that they receive appropriate coaching on our policies and proceduresThank you for bringing this matter to our attention Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Wednesday, July 6, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his card activation We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with us When our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed on the inside flap of the card package and is visible to consumers prior to purchaseThe card package also states that use of the card is limited prior to identity verification and that the cardholder must be at least years old On July 5, 2016, Mr [redacted] attempted to activate his new NetSpend card, but his identity could not be automatically verified due to the information he provided We requested him to provide copies of his identification documents for verification In response to his communication, we spoke with Mr [redacted] on July 5, and explained why we are required to verify the identity information on accounts The next day, we received documents from Mr [redacted] and the name on the account was updated Mr [redacted] ’s card is now activated for use 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 a direct deposit sent to her NetSpend cardShe’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 Ms [redacted] account on January 29, When Ms [redacted] attempted to activate a new card on January 21, 2016, a system block was placed on the account The direct deposit that arrived to the new account was returned to the sender on January 24th Ms [redacted] is no longer eligible for NetSpend services and the factors that lead to the account closure are kept internal for security reasons We spoke with Ms [redacted] on January 28th and she informed us that her concern had been addressed NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the account blockWe have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] -***Mrs [redacted] - [redacted] mentions that her card was stolen and used for an unauthorized transactionShe’s requesting to be reimbursed for the card expedite fee, and for the unauthorized transaction On September 13, 2015, Mrs [redacted] -***’s card was charged $by Forever She called to report the card stolen and to dispute the transaction on September 16thWe ordered her a replacement card for regular 7-business day shipping at no cost, but Ms [redacted] - [redacted] requested to have the card expedited for a $feeThe merchant Forever credited Mrs [redacted] -***’s account for the disputed amount of $on September 17thNetSpend regrets any inconvenience that Mrs [redacted] - [redacted] experienced as a result of the unauthorized transactionWe’ve attempted to contact by telephone and email on September 25th, but have not had the opportunity to speak with herWe have provided Ms [redacted] - [redacted] with 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 was charged late fees for her bills and overdraft fees She has contacted a lawyer due to the hardship she has gone through As we stated in our last response, Ms [redacted] ’s account was automatically blocked because there was no corresponding debit for the credited amounts with that specific merchant on April 29, Our Risk Management Department requested that the credits be reversed back to the merchant Target reversed the credits on May 6th and Ms [redacted] has complete access to the funds on her account She has been given our information should she 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 has still not done anything about it they keep telling me they won't do anything about it to contact the merchants but it has been determined that it is fraudulent activity on my account it has been reported to the police the federal government have a case number it's just very stressful I'm not be able to pay bills I'm behind about to get my cell phone turned off its going to cost me $and turn back onThey keep saying that its my problem because it's Bill Pay I've never use their bill pay I don't even know how to use there bill pay Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Hi I apologize netspend has not sent me any e-mails he talked to me once said something about the 26th but I was also lead to believe that he was going to try for quicker due to the promises and everything I was madeSo I reject his solution this is not what we talked about Regards, [redacted]