Tuesday, May 26, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that her card was sent to a wrong address Now, NetSpend will not give her the money she won in a disputes claim She wants the money that is being returned to the IRS On January 1, 2015, a person identifying themselves as Ms [redacted] called to update the account information and have a card mailed to the new address That card was used to spend the tax refund that was deposited to Ms [redacted] ’s account on January 27th She called two days later to inform us that she did not get the card and to dispute the charges done with that card The disputes claim was paid out in full on March 13th Because the documents we received could not validate Ms [redacted] ’s identity, NetSpend Risk Department and IRS reviewed the deposited funds IRS requested that the funds be returned to them We confirmed that the IRS received the funds as of May 22nd They gave us a lead number that we conveyed to Ms [redacted] NetSpend regrets the inconvenience that Ms [redacted] experienced with the unauthorized use of her card We have provided her 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 her Card Account On February 06, Ms [redacted] purchased a Netspend Prepaid Card Account and activated it the next day During routine monitoring, we placed a temporary restriction on Ms [redacted] Card Account on April 13, because we detected suspicious activity In order to remove the restriction, we requested Ms [redacted] to provide us copies of her identification documents to verify her identityThe documents Ms [redacted] provided were insufficient to verify her identity A member from our Corporate Office reached out to Ms [redacted] on April We requested through email she send the required documents to remove the restriction on her account The same day, the documents were reviewed and the block was removed from Ms [redacted] Card Account Our records confirm Ms [redacted] was able to access her funds later that day Ms [redacted] has been provided with our direct contact information should she have any additional questions concerning this matter Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because: THey did not correct issue or provide documentation as they are saying the card was years old issue not resolve and I will be seeking legal action as they took my money and all cards had same address Regards, [redacted]
To Whom It May Concern: We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her card delivery and the service she received We appreciate Ms [redacted] additional comments Ms [redacted] received her replacement card on October 8, 2016, and was able to access her funds We understand Ms [redacted] concern regarding the delivery of her replacement card We do not control the procedures of the delivery company, but we will look into alternative services to avoid these situations in the future We apologize for the service that Ms [redacted] experienced with our Corporate Response Team We have reported this incident to the management staff of the customer service agents she spoke with Ms [redacted] has been provided our contact information should he have any additional questions or concerns [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: This response is partially correctThe transaction was for $plus netspend $credit transaction not $as their response indicatesAlso I filed complaints with both companies No merchant is ever going to provide proof of a Declined transaction since they have nothing further to gain from it and did not receive any fundsIf every merchant did this for a Declined transaction it would be a disaster of ppl making such requests that is of no benefit to the merchant Netspend has made a practice of refusing to release pending transactions that decline thereby keeping not only my money on numerous occasions but more than likely thousands of others equalling tons of money Maybe in the millions if I had to say Netspend still has money from other transactions that were declined and never refunded because declined transactions should be easily recognized by a financial institution There is no logical reason to place the burden of proof of a declined transaction on the cardholder or the merchant Lastly, I did not pay Metro Pcs through netspend once the funds were returned I paid metro pcs in person at a store to avoid my money being kept frivolously again So on the 23rd of January I did not use my netspend card I will never use the netspend card again if I can help it They are high level frauds taking millions from consumers using this practice they have in place Some folks will take the loss and say,nothing I work too hard to say,nothing I need my money You need to take any complaints regarding this,matter from this business as very legitimAte complaint They are known for doing this to people You can close this,case I have opted to use other companies services and will run far away from netspend forever Thank you Regards, [redacted]
Thursday, December 8, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a restriction on her accountOn November 10, 2016, Ms [redacted] purchased a Netspend card and activated it the same day She then successfully completed a transaction with her card.During routine monitoring, we placed a temporary restriction on Ms [redacted] ’s account on November 18, because we detected suspicious activityOn December 4, Ms [redacted] contacted us because her card did not work after she reloaded funds to the cardIn order to remove the restriction, we requested Ms [redacted] to provide us with copies of her documents to verify her identification On December 7, a member of our Corporate Response Team spoke with Ms [redacted] and requested she send the required documents to remove the restriction on her account The next day the documents were reviewed and the block was removed from her account We 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 card he purchased, but thought was a gift cardHe’s requesting to be reimbursed for the funds loaded to the card The NetSpend packaging that comes with the card has important information that notifies the consumer of basic fees that are associated with the accountWe also disclose on the front of the card packaging that it is not a gift cardWe apologize if [redacted] was given different information than what was written on the packageThe card fees and other useful information pertaining to the card can be found on the website, www.netspend.comWe spoke with [redacted] on January 22, and addressed his concernsHe will receive a refund check within business daysNetSpend regrets the inconvenience that [redacted] has experienced with our productWe have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning an unauthorized transaction on her accountMs [redacted] is requesting to have the funds returned to her account.On February 14, 2016, Ms [redacted] noticed an unauthorized charge on her Netspend card and contacted us on February 16th to open a dispute claim She was informed that an update would be given within ten business days On February 16th, I contacted Ms [redacted] to address her concerns, and after further review by our Disputes Team, we credited her accountDue to risk factors, Ms [redacted] ’s account was also closed and she will be receiving a check for her remaining funds within business days.We apologize for the inconvenience that Ms [redacted] experienced while waiting for her dispute claim to be resolved She 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 additional comments on complaint # [redacted] filed with your office by [redacted] concerning his alert messagesWe appreciate Mr***’s additional commentsWe are continuing our investigation of the duplicate alerts he was receivingWe also enrolled Mr [redacted] to receive alerts to his cell phone and email addressWe will provide Mr [redacted] with updates regarding his alerts as they become availableWe 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
Friday, March 2, 2018To Whom It May Concern:Thank you for forwarding Ms [redacted] ’s complaint [redacted] to usWhen investigating dispute claims reported by our cardholders, we adhere to the processes as defined in both Regulation E and in NetSpend cardholder agreements that customers receive when opening an account We’ve reviewed Ms [redacted] ’s dispute claim and we have determined that her claim was handled correctly We attempted to reach Ms [redacted] by way of telephone on March 2, 2018, but unfortunately, we were unable to speak with her Ms [redacted] spoke with another member of our Corporate Response Team on February 23, and the results of her claim decision was explained to her We sent an email to Ms [redacted] detailing our actions to resolve her complaint Ms [redacted] ’s case has been assigned to Corporate Response Team Analyst, *** Should Ms [redacted] contact our Customer Service Department, we have left notes on her account for her to be connected with [redacted] to further assist her with this matterThank 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
Monday, March 05, 2018To Whom It May Concern: Thank you for forwarding Ms [redacted] - [redacted] complaint to usWe attempted to reach Ms [redacted] - [redacted] by phone and email on March 2, 2018, but unfortunately, we were unable to speak with herWe mailed Ms [redacted] - [redacted] a letter on March outlining our actions to resolve her complaintWe are sorry to hear that Ms [redacted] - [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 and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that her tax refund was deposited to a NetSpend card, but never postedShe wants the money posted to her cardOn June 5, we contacted Ms [redacted] about the deposit that did not post to her NetSpend cardWe confirmed the account and routing numbers she has are correctNetSpend never received a deposit from IRS to her cardWe asked her to request a trace number from the sender of her depositWe can use the trace number to search our system for her missing depositNetSpend regrets any inconvenience Ms [redacted] experienced while waiting on her depositWe have provided her with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received a second rebuttal complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she has already provided her information to NetSpendTo help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card accountWhen our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify themNetSpend is compliant with the laws concerning the prepaid debit cardThis information is displayed on the outside of our card packagingWe appreciate Ms [redacted] providing the information to locate the card she received as a giftWe have closed the account and blocked all cards since she has spent the funds that were originally loaded to the cardHer information is blocked in our system so we will not send any future card offersMs [redacted] has been given our contact information so she can call us with any questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Thursday, January 21, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim for unauthorized transactions and the closure of her accountOn December 27, 2015, [redacted] contacted our customer service to dispute unauthorized transactions that occurred on her account On the tenth business day, our Disputes Department closed her claim with no funds being reimbursed to the account after conducting an internal investigation In 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 [redacted] account on January 11, She is no longer eligible for NetSpend services and the factors that lead to the account closure are kept internal for security reasons We attempted to contact [redacted] on January 18st to address her concerns, but have not had the opportunity to speak with her NetSpend regrets the inconvenience [redacted] experienced as a result of her account closure and the misinformation she received regarding her claimWe have provided her with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I have not received the checks yet but am okay with the resolution Regards, [redacted] ***
To Whom It May Concern: Thank you for forwarding Ms [redacted] ’s complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on November 2, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business days Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] regarding Payback Rewards that she has not received She requests to receive a call from our corporate office to address her concernsOn January 28, 2016, we spoke with Ms [redacted] to verify which merchant transactions she completed to qualify for the Payback Rewards After researching her transactions, we credited her account for the rewards she earned by completing activity with the designated merchants We regret any inconvenience that Ms [redacted] experienced with the Payback Rewards ProgramShe has been given our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company Tell us why here
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a card account her son purchased 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 Account package and is visible to consumers prior to purchase Our package also informs the buyer that the person activating the card must be at least years of age and that this is not a gift card On March 21, 2017, Ms [redacted] son, contacted us to activate the card account and provided us with his identity information including a date of birth We were unable to complete the identity verification process using the information he provided and placed a temporary restriction on the Card Account As a result, we asked for documentation from Mr [redacted] parent, [redacted] Heilman, in order to be named as the Primary Cardholder We received documentation from both Ms [redacted] and her son on March and the card account was verified A secondary card was ordered to be mailed to the address on file A member of our Corporate Office reached out to Ms [redacted] to discuss her son’s card account We corresponded via email with Ms [redacted] and informed her the account has been approved Our records show Ms [redacted] was able to access the funds on the card account and the secondary card was cancelled per her request As a courtesy, we refunded the $card order fee We have provided Ms [redacted] with our direct contact information should she have any additional questions concerning this matter [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience he experienced with our customer service He’s requesting information about his tax refund status On February 15, 2016, we reached out to Mr [redacted] by telephone and email We have not spoken with him but will assist once he returns our call We recommend that Mr [redacted] contact the IRS directly as NetSpend has not received a deposit to his account He can confirm his tax refund status by calling [redacted] or [redacted] and clicking on the, “Where is my refund” buttonNetSpend regrets the inconvenience that Mr [redacted] experienced while waiting on his tax refund We have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Friday, September 25, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] *** Mr [redacted] mentions that he was advised that his card would not be coming in the mail and that he should go purchase another card from one of our NetSpend retailers He desires his old card to be activated, or a card to be expedited to him On September 25, 2015, we spoke with Mr [redacted] concerning his card order He received and activated his card on September 18th We apologized for the misinformation he was given during his call He informed us that his concern was resolved NetSpend regrets any inconvenience that Mr [redacted] experienced while waiting on his card We are reviewing his call with the customer service agent and will take any appropriate action so this incident is not repeated 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
Tuesday, May 26, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that her card was sent to a wrong address Now, NetSpend will not give her the money she won in a disputes claim She wants the money that is being returned to the IRS On January 1, 2015, a person identifying themselves as Ms [redacted] called to update the account information and have a card mailed to the new address That card was used to spend the tax refund that was deposited to Ms [redacted] ’s account on January 27th She called two days later to inform us that she did not get the card and to dispute the charges done with that card The disputes claim was paid out in full on March 13th Because the documents we received could not validate Ms [redacted] ’s identity, NetSpend Risk Department and IRS reviewed the deposited funds IRS requested that the funds be returned to them We confirmed that the IRS received the funds as of May 22nd They gave us a lead number that we conveyed to Ms [redacted] NetSpend regrets the inconvenience that Ms [redacted] experienced with the unauthorized use of her card We have provided her 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 her Card Account On February 06, Ms [redacted] purchased a Netspend Prepaid Card Account and activated it the next day During routine monitoring, we placed a temporary restriction on Ms [redacted] Card Account on April 13, because we detected suspicious activity In order to remove the restriction, we requested Ms [redacted] to provide us copies of her identification documents to verify her identityThe documents Ms [redacted] provided were insufficient to verify her identity A member from our Corporate Office reached out to Ms [redacted] on April We requested through email she send the required documents to remove the restriction on her account The same day, the documents were reviewed and the block was removed from Ms [redacted] Card Account Our records confirm Ms [redacted] was able to access her funds later that day Ms [redacted] has been provided with our direct contact information should she have any additional questions concerning this matter Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because: THey did not correct issue or provide documentation as they are saying the card was years old issue not resolve and I will be seeking legal action as they took my money and all cards had same address Regards, [redacted]
To Whom It May Concern: We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her card delivery and the service she received We appreciate Ms [redacted] additional comments Ms [redacted] received her replacement card on October 8, 2016, and was able to access her funds We understand Ms [redacted] concern regarding the delivery of her replacement card We do not control the procedures of the delivery company, but we will look into alternative services to avoid these situations in the future We apologize for the service that Ms [redacted] experienced with our Corporate Response Team We have reported this incident to the management staff of the customer service agents she spoke with Ms [redacted] has been provided our contact information should he have any additional questions or concerns [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: This response is partially correctThe transaction was for $plus netspend $credit transaction not $as their response indicatesAlso I filed complaints with both companies No merchant is ever going to provide proof of a Declined transaction since they have nothing further to gain from it and did not receive any fundsIf every merchant did this for a Declined transaction it would be a disaster of ppl making such requests that is of no benefit to the merchant Netspend has made a practice of refusing to release pending transactions that decline thereby keeping not only my money on numerous occasions but more than likely thousands of others equalling tons of money Maybe in the millions if I had to say Netspend still has money from other transactions that were declined and never refunded because declined transactions should be easily recognized by a financial institution There is no logical reason to place the burden of proof of a declined transaction on the cardholder or the merchant Lastly, I did not pay Metro Pcs through netspend once the funds were returned I paid metro pcs in person at a store to avoid my money being kept frivolously again So on the 23rd of January I did not use my netspend card I will never use the netspend card again if I can help it They are high level frauds taking millions from consumers using this practice they have in place Some folks will take the loss and say,nothing I work too hard to say,nothing I need my money You need to take any complaints regarding this,matter from this business as very legitimAte complaint They are known for doing this to people You can close this,case I have opted to use other companies services and will run far away from netspend forever Thank you Regards, [redacted]
Thursday, December 8, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a restriction on her accountOn November 10, 2016, Ms [redacted] purchased a Netspend card and activated it the same day She then successfully completed a transaction with her card.During routine monitoring, we placed a temporary restriction on Ms [redacted] ’s account on November 18, because we detected suspicious activityOn December 4, Ms [redacted] contacted us because her card did not work after she reloaded funds to the cardIn order to remove the restriction, we requested Ms [redacted] to provide us with copies of her documents to verify her identification On December 7, a member of our Corporate Response Team spoke with Ms [redacted] and requested she send the required documents to remove the restriction on her account The next day the documents were reviewed and the block was removed from her account We 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 card he purchased, but thought was a gift cardHe’s requesting to be reimbursed for the funds loaded to the card The NetSpend packaging that comes with the card has important information that notifies the consumer of basic fees that are associated with the accountWe also disclose on the front of the card packaging that it is not a gift cardWe apologize if [redacted] was given different information than what was written on the packageThe card fees and other useful information pertaining to the card can be found on the website, www.netspend.comWe spoke with [redacted] on January 22, and addressed his concernsHe will receive a refund check within business daysNetSpend regrets the inconvenience that [redacted] has experienced with our productWe have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning an unauthorized transaction on her accountMs [redacted] is requesting to have the funds returned to her account.On February 14, 2016, Ms [redacted] noticed an unauthorized charge on her Netspend card and contacted us on February 16th to open a dispute claim She was informed that an update would be given within ten business days On February 16th, I contacted Ms [redacted] to address her concerns, and after further review by our Disputes Team, we credited her accountDue to risk factors, Ms [redacted] ’s account was also closed and she will be receiving a check for her remaining funds within business days.We apologize for the inconvenience that Ms [redacted] experienced while waiting for her dispute claim to be resolved She 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 additional comments on complaint # [redacted] filed with your office by [redacted] concerning his alert messagesWe appreciate Mr***’s additional commentsWe are continuing our investigation of the duplicate alerts he was receivingWe also enrolled Mr [redacted] to receive alerts to his cell phone and email addressWe will provide Mr [redacted] with updates regarding his alerts as they become availableWe 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
Friday, March 2, 2018To Whom It May Concern:Thank you for forwarding Ms [redacted] ’s complaint [redacted] to usWhen investigating dispute claims reported by our cardholders, we adhere to the processes as defined in both Regulation E and in NetSpend cardholder agreements that customers receive when opening an account We’ve reviewed Ms [redacted] ’s dispute claim and we have determined that her claim was handled correctly We attempted to reach Ms [redacted] by way of telephone on March 2, 2018, but unfortunately, we were unable to speak with her Ms [redacted] spoke with another member of our Corporate Response Team on February 23, and the results of her claim decision was explained to her We sent an email to Ms [redacted] detailing our actions to resolve her complaint Ms [redacted] ’s case has been assigned to Corporate Response Team Analyst, *** Should Ms [redacted] contact our Customer Service Department, we have left notes on her account for her to be connected with [redacted] to further assist her with this matterThank 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
Monday, March 05, 2018To Whom It May Concern: Thank you for forwarding Ms [redacted] - [redacted] complaint to usWe attempted to reach Ms [redacted] - [redacted] by phone and email on March 2, 2018, but unfortunately, we were unable to speak with herWe mailed Ms [redacted] - [redacted] a letter on March outlining our actions to resolve her complaintWe are sorry to hear that Ms [redacted] - [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 and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that her tax refund was deposited to a NetSpend card, but never postedShe wants the money posted to her cardOn June 5, we contacted Ms [redacted] about the deposit that did not post to her NetSpend cardWe confirmed the account and routing numbers she has are correctNetSpend never received a deposit from IRS to her cardWe asked her to request a trace number from the sender of her depositWe can use the trace number to search our system for her missing depositNetSpend regrets any inconvenience Ms [redacted] experienced while waiting on her depositWe have provided her with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received a second rebuttal complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she has already provided her information to NetSpendTo help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card accountWhen our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify themNetSpend is compliant with the laws concerning the prepaid debit cardThis information is displayed on the outside of our card packagingWe appreciate Ms [redacted] providing the information to locate the card she received as a giftWe have closed the account and blocked all cards since she has spent the funds that were originally loaded to the cardHer information is blocked in our system so we will not send any future card offersMs [redacted] has been given our contact information so she can call us with any questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Thursday, January 21, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim for unauthorized transactions and the closure of her accountOn December 27, 2015, [redacted] contacted our customer service to dispute unauthorized transactions that occurred on her account On the tenth business day, our Disputes Department closed her claim with no funds being reimbursed to the account after conducting an internal investigation In 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 [redacted] account on January 11, She is no longer eligible for NetSpend services and the factors that lead to the account closure are kept internal for security reasons We attempted to contact [redacted] on January 18st to address her concerns, but have not had the opportunity to speak with her NetSpend regrets the inconvenience [redacted] experienced as a result of her account closure and the misinformation she received regarding her claimWe have provided her with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I have not received the checks yet but am okay with the resolution Regards, [redacted] ***
To Whom It May Concern: Thank you for forwarding Ms [redacted] ’s complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on November 2, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business days Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] regarding Payback Rewards that she has not received She requests to receive a call from our corporate office to address her concernsOn January 28, 2016, we spoke with Ms [redacted] to verify which merchant transactions she completed to qualify for the Payback Rewards After researching her transactions, we credited her account for the rewards she earned by completing activity with the designated merchants We regret any inconvenience that Ms [redacted] experienced with the Payback Rewards ProgramShe has been given our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company Tell us why here
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a card account her son purchased 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 Account package and is visible to consumers prior to purchase Our package also informs the buyer that the person activating the card must be at least years of age and that this is not a gift card On March 21, 2017, Ms [redacted] son, contacted us to activate the card account and provided us with his identity information including a date of birth We were unable to complete the identity verification process using the information he provided and placed a temporary restriction on the Card Account As a result, we asked for documentation from Mr [redacted] parent, [redacted] Heilman, in order to be named as the Primary Cardholder We received documentation from both Ms [redacted] and her son on March and the card account was verified A secondary card was ordered to be mailed to the address on file A member of our Corporate Office reached out to Ms [redacted] to discuss her son’s card account We corresponded via email with Ms [redacted] and informed her the account has been approved Our records show Ms [redacted] was able to access the funds on the card account and the secondary card was cancelled per her request As a courtesy, we refunded the $card order fee We have provided Ms [redacted] with our direct contact information should she have any additional questions concerning this matter [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience he experienced with our customer service He’s requesting information about his tax refund status On February 15, 2016, we reached out to Mr [redacted] by telephone and email We have not spoken with him but will assist once he returns our call We recommend that Mr [redacted] contact the IRS directly as NetSpend has not received a deposit to his account He can confirm his tax refund status by calling [redacted] or [redacted] and clicking on the, “Where is my refund” buttonNetSpend regrets the inconvenience that Mr [redacted] experienced while waiting on his tax refund We have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Friday, September 25, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] *** Mr [redacted] mentions that he was advised that his card would not be coming in the mail and that he should go purchase another card from one of our NetSpend retailers He desires his old card to be activated, or a card to be expedited to him On September 25, 2015, we spoke with Mr [redacted] concerning his card order He received and activated his card on September 18th We apologized for the misinformation he was given during his call He informed us that his concern was resolved NetSpend regrets any inconvenience that Mr [redacted] experienced while waiting on his card We are reviewing his call with the customer service agent and will take any appropriate action so this incident is not repeated 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