To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning an expired card On June 1, 2016, Mr [redacted] temporary card was purchased from a retail storeOur Customer Service Department activated his card and requested a personalized card to be mailed to Mr [redacted] address on file One month before the temporary card was scheduled to expire; we placed a temporary block on the account to notify Mr [redacted] account to activate the personalized card Mr [redacted] contacted Customer Service on October attempting to transfer funds to another one of his NetSpend accounts Because the permanent card on the new account had not been activated, the transfer feature was restricted Mr [redacted] was not charged for this service A member of our Corporate Response Team attempted to reach Mr [redacted] on November 1, but unfortunately, we did not have the opportunity to speak with him We have expedited a card to him and waived the shipping costHe will receive his new card within 2-business days Our records show Mr [redacted] activated card ending in on November 05, and has full access to his fundsWe apologize for any inconvenience or concern this issue may have caused and as a courtesy, we have refunded Mr [redacted] account transaction fees that occurred in the month of October Mr [redacted] has been provided 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 the fees associated with her Netspend Premiere card Ms [redacted] purchased her Netspend card on April 16, and elected to enroll in the Pay As You Go PlanOn March 15, Ms [redacted] received a qualifying direct deposit that made her account eligible for NetSpend Premier On May 11, Ms [redacted] requested to enroll in our Fee Advantage plan.Upon receipt of her complaint, we reached out to Ms [redacted] on May to discuss her fee planWe reimbursed her account for the fees that were previously charged.We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Wednesday, July 12, To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint # [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on July 7, by way of telephoneWe emailed Ms [redacted] the details of the actions to resolve her complaint on July Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist Netspend a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund check that she has not receivedOn July 10, 2016, Ms [redacted] attempted activate a new Netspend account; however, a restriction was placed on her account due to negative balances on previous accounts Unfortunately due to this account activity, Ms [redacted] is no longer eligible for products managed by NetspendWe mailed a refund check to MsMcClain’s address on file on July She should have received the check within ten business days On August 8, Ms [redacted] contacted our Customer Service Department to inform us she had not received the check.A member of our Corporate Response Team attempted to reach Ms [redacted] on August 9, regarding the check and to confirm the address, but have not had to opportunity to speak with herWe left several voicemails to inform Ms [redacted] that we will be mailing another check to the same address on August Ms [redacted] should receive this check within ten business days.We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usFor the protection of our cardholder’s accounts, we have established transfer limits that are in place Account to Account transfer information is disclosed in the Cardholder Agreement that was included in the card packaging and is agreed to upon activation of the Card AccountWe attempted to reach Ms [redacted] by phone and email on February and February 14, but unfortunately, were unable to speak with Ms [redacted] We emailed her on February outlining our actions to resolve her complaintHer case has been assigned to a Corporate Customer Response Team Analyst, [redacted] Should she contact our Customer Service Department we have left notes on her account for her to be connected with [redacted] to further assist her with her matter Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] mentions the inconvenience that she’s experienced when disputing unauthorized transactions that occurred on her card, in addition to the closure of her accountShe’s requesting for her funds be returned to her immediatelyOn August 13, 2015, Ms [redacted] reported her card as stolen and she disputed nine unauthorized PIN and ATM transactionsWe informed her that an update would be provided within ten business days, August 27thOn the tenth business day, our Disputes Department closed the claim with no error found on the transactions disputed, and no credit was issued for the disputed transactionsOn the same day, our Risk Department closed her account due to determining risk factors on her accountMs [redacted] is no longer eligible for NetSpend servicesWe mailed a check for the remaining funds on her account on September 3rdWe’ve informed Ms [redacted] to expect her check by US Postal Service when we spoke with her on September 8thNetSpend regrets any inconvenience that Ms [redacted] experienced as a result of the decision of her disputes claim and account closureWe 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 Concerns: We received complaint # [redacted] filed with your office by [redacted] concerning the mobile check load featureOn January 20, 2017, Mr [redacted] purchased a Visa Netspend Card Account from a retailer, Dollar Express That same Mr [redacted] contacted our Customer Service Department to activate his card account Mr [redacted] was also informed of a Mobile Check Load feature that is offered on most of Netspend managed products On March 11, we offered Mr [redacted] the option to open a new card account online so he could take advantage of the mobile check load featureNot all of Netspend Card Accounts have the same promotions and features Eligibility for promotions is dependent on the card that was purchased and not creditability as a customerA member from our Corporate Office reached out to Mr [redacted] on March 13, to inform him that unfortunately, his card account does not have the mobile check load feature available We will notify Mr [redacted] through his online account center or through our interactive voice response when it is availableWe are sorry to hear that Mr [redacted] had a bad experience with our Customer Service Department 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 Mr [redacted] with our direct contact information should he have any additional questions concerning this matter 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 the inconvenience she experienced with activating her NetSpend card To 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 or add a secondary cardholder, we will ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThis information can be found on the outside of our card packaging Ms [redacted] purchased her NetSpend card on February 24, Additional information was needed to fully activate her account, and our Customer Service Department requested for Ms [redacted] to send in identity documents We received acceptable documents to approve her account on March 15th I attempted to contact Ms [redacted] by phone and email to address her concerns on March 15thOn March 16th, she responded via email confirming that her card is now working.NetSpend regrets the inconvenience that Ms [redacted] experienced while attempting to activate her card We have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Friday, September 19, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim.On August 16, 2016, Mr [redacted] disputed a posted transaction through our website, www.netspend.com We promptly opened a dispute claim and began our investigation We also informed Mr [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E On August 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 October The results of the investigation will be sent to Mr [redacted] in writing within business days of completing our investigationA member of our Corporate Customer Response Team spoke with Mr [redacted] on September to explain his dispute claim We advised that a provisional credit was not applied to his account due to the type of dispute claimMr [redacted] will send us an email providing additional details regarding his merchant dispute We will review the documents once received and provide Mr [redacted] with an updateWe 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 her disputes claimOn April 5, 2016, Ms [redacted] disputed a merchant transaction that posted to her accountWe promptly opened a dispute claim [redacted] and began our investigationWe also informed Ms [redacted] of the investigation timeframes afforded under Regulation EWe completed our initial investigation of claim [redacted] on April and advised that a provisional credit was not available for the dispute claim typeThe claim is scheduled to be finalized on July The results of the investigation will be sent to Ms [redacted] in writing within business days of completing our investigationMs [redacted] disputed additional unauthorized transactions on June that were not included in her first claimWe promptly opened a second dispute claim [redacted] and began another investigationWe concluded the initial investigation of this claim on June and advised that a provisional credit was not available for the dispute claim typeThis claim is scheduled to be finalized on August Our Risk Management Team closed Ms***’ account on June due to risk factors that were identified during our investigation and she is no longer eligible for products managed by NetSpendA refund check for any recovered funds from her disputes claims will be mailed to her address on file after the final dates mentioned aboveUpon receiving her complaint, we reached out to Ms***, but unfortunately, we have not had the opportunity to speak with herWe emailed Ms [redacted] the next update timeframe for her claimsNetSpend understands that the disputes process can be frustrating and we appreciate Ms***’ patience as we attempt to retrieve her fundsWe 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] mentions NetSpend allowed money to be withdrawn from her cardShe desires a refund and to cancel her serviceOn August 26, 2015, we reached out to Ms [redacted] by telephone and emailThe merchant IC Solutions has charged Ms***’s card seven times since July 11thShe disputed the last charge from August 14th as being a duplicate transactionIC Solutions refunded the disputed charge back to her card on August 21stWhen Ms [redacted] returns our call, we will clarify which service she intends to cancelNetSpend regrets the inconvenience that Ms [redacted] experienced with the duplicate chargeWe have provided her 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 NetSpend card offer that she received to an address that she never lived at She’s requesting to be opted out of future card offers.The offer that Ms [redacted] received was sent to her in compliance with the Electronic Fund Transfer Act as implemented through Regulation E (CFR 1005.5(b))Her social security number and date of birth were not provided and are not connected to this offer in any wayNo account in her name has been activated without her permissionThis offer is NOT a credit card, it contains no value, and it cannot be used to conduct transactionsNo credit report has been or will be obtained in connection with this offer, and this offer does not have any effect on Ms [redacted] ’s creditNetSpend works with third party marketing partners that provide us with information for consumers who may need a service like the NetSpend Prepaid MasterCardWe mail those consumers card offers Because Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers and have received permission to share it with usAgain, the offer is not active and cannot be used unless activatedDuring activation NetSpend verifies the identity of the person activating the offer to ensure that the card can only be used by the intended recipient On November 5, 2015, we spoke with Ms [redacted] concerning the card offer We removed her name and address from our mailing list and she should not receive any future offers from any NetSpend managed programsWe’ve also submitted a request to obtain specific details of how Ms [redacted] ’s information was obtained for this card offer When it is received, we will relay the information to her We apologize for any inconvenience that Ms [redacted] experienced as a result of this card offer 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 complaint # [redacted] filed with your office by [redacted] concerning a block placed on her Netspend card.On March 21st, I spoke with Ms [redacted] to address her concernsMs [redacted] mentioned receiving one of our card offers back in October of 2015, but she did not activate it until February 17thUpon activation, we requested her social security number which she felt suspicious about since she had previous Netspend cardsI explained to Ms [redacted] that her card offers does not have her full personal information on file alreadyWe obtained this information on February 17th and she was able to activate the card for full use.NetSpend regrets the inconvenience Ms [redacted] experienced with the activation her card She has my 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 funds he feels are missing from his account.On February 22, 2016, our Disputes Team credited Mr [redacted] ’s account for the disputed ATM transaction, including the associated feesBefore the credit was applied, his account was negative by $due to two overdraft transactions completed one day priorWe have sent Mr [redacted] ’s January and February statements to his email for review to confirm that no further credit is due.NetSpend regrets the inconvenience that Mr [redacted] ’s experiencedWe have provided Mr [redacted] ’s with our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Mr [redacted] states that he disputed a transaction with a restaurant after receiving the wrong order, and was informed that his disputes claim would take – days to investigateHe’s requesting to be reimbursed for the disputed amountOn July 11, 2015, Mr [redacted] disputed a transaction with Jin Sha Sushi for $We informed him that we would update the disputes claim within ten business days, July 24thAfter ten business days, our Disputes Department provided Mr [redacted] with an update that his claim was still being investigated, and would be resolved by August 25th at the latestThe claim was resolved and paid out to Mr [redacted] on August 12thNetSpend understands the disputes process can be time consumingWe appreciate Mr [redacted] ’s patience while we worked to retrieve his fundsWe have provided him with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, January 27, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his Card Account closure and dispute claim On January 9, 2017, Mr [redacted] contacted our Customer Service Department to dispute unauthorized transactions that posted to his Card Account We immediately blocked his Card Account to prevent any further unauthorized usage and ordered him a replacement We opened dispute claim number [redacted] and began our investigation We also informed Mr [redacted] of the timeframe afforded under Regulation E We concluded our investigation on Mr [redacted] dispute claim [redacted] on January 24, and no credit was issued because we did not find that an error occurred We have reason to believe that the transactions were authorized and that Mr [redacted] benefited from the transactionsThe dispute investigation documents outlining the reason for the claim decision will be mailed to Mr [redacted] address on file During the investigation of Mr [redacted] claim, we identified several risk factors associated with his Card AccountDue to these concerns, we have closed his Card Account and we are no longer able to offer him products managed by Netspend.We apologize for the service that Mr [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with.Mr [redacted] has been provided with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetspend, a TSYS Company
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you Regards, [redacted]
Wednesday, June 8, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claimOn February 29, Ms [redacted] logged onto her online account center to report an overcharged transaction on her account We promptly opened a dispute claim and began our investigation On March 14, we determined that she was not eligible for provisional credit, but we are continued our efforts to investigate the claim On April 29, we concluded our investigation with no credit being issued to Ms***’s account because the merchant provided documentation that validated the transaction was authorized Upon receipt of her complaint, we reached out to Ms***’s on June to discuss her dispute claim We explained that the merchant validated the transaction and advised a letter detailing our investigation will be mailed to her address on file She should receive this within business days 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
Monday, September 12, 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 our card packaging Mr [redacted] attempted to activate his new account on September 5, 2016, but the information on the account was already registered in someone else’s name We requested Mr [redacted] to provide copies of his identification documents to verify his identity and the original purchase receipt confirming that he purchased the cardA member of our Corporate Response Team spoke with Mr [redacted] on September to assist with his card activation Mr [redacted] provided some of his identification documentation, but they were insufficient to activate his card We updated the name on his account and requested a refund check to Mr [redacted] address He should receive this check within business days.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: I want to know how to stop third party people from getting my minor childs infothe matter isnt resovled just post-poned, and I have not recived any contact info from this buisnessif they could kindly send it in a response where it is legally noted through the Revdex.com as well as my contact info they have it would be greatif they are contacting me a cell phone, I travel tremendously at work, so I may not have signal which may cause lack of communicationsif they are receiving my sons info through third party perticipants, those third party people need to be held liable for how they get his infoi will not rest until I know without doubt no one from any of these agencies will obtain sell, etcmy sons info againi am a mother protecting her child with all the extents the law enfforcement will allow, including but not limited to courti will not have the buck passed where his safety is my concernthank you Regards, [redacted] ***
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning an expired card On June 1, 2016, Mr [redacted] temporary card was purchased from a retail storeOur Customer Service Department activated his card and requested a personalized card to be mailed to Mr [redacted] address on file One month before the temporary card was scheduled to expire; we placed a temporary block on the account to notify Mr [redacted] account to activate the personalized card Mr [redacted] contacted Customer Service on October attempting to transfer funds to another one of his NetSpend accounts Because the permanent card on the new account had not been activated, the transfer feature was restricted Mr [redacted] was not charged for this service A member of our Corporate Response Team attempted to reach Mr [redacted] on November 1, but unfortunately, we did not have the opportunity to speak with him We have expedited a card to him and waived the shipping costHe will receive his new card within 2-business days Our records show Mr [redacted] activated card ending in on November 05, and has full access to his fundsWe apologize for any inconvenience or concern this issue may have caused and as a courtesy, we have refunded Mr [redacted] account transaction fees that occurred in the month of October Mr [redacted] has been provided 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 the fees associated with her Netspend Premiere card Ms [redacted] purchased her Netspend card on April 16, and elected to enroll in the Pay As You Go PlanOn March 15, Ms [redacted] received a qualifying direct deposit that made her account eligible for NetSpend Premier On May 11, Ms [redacted] requested to enroll in our Fee Advantage plan.Upon receipt of her complaint, we reached out to Ms [redacted] on May to discuss her fee planWe reimbursed her account for the fees that were previously charged.We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Wednesday, July 12, To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint # [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on July 7, by way of telephoneWe emailed Ms [redacted] the details of the actions to resolve her complaint on July Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist Netspend a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund check that she has not receivedOn July 10, 2016, Ms [redacted] attempted activate a new Netspend account; however, a restriction was placed on her account due to negative balances on previous accounts Unfortunately due to this account activity, Ms [redacted] is no longer eligible for products managed by NetspendWe mailed a refund check to MsMcClain’s address on file on July She should have received the check within ten business days On August 8, Ms [redacted] contacted our Customer Service Department to inform us she had not received the check.A member of our Corporate Response Team attempted to reach Ms [redacted] on August 9, regarding the check and to confirm the address, but have not had to opportunity to speak with herWe left several voicemails to inform Ms [redacted] that we will be mailing another check to the same address on August Ms [redacted] should receive this check within ten business days.We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usFor the protection of our cardholder’s accounts, we have established transfer limits that are in place Account to Account transfer information is disclosed in the Cardholder Agreement that was included in the card packaging and is agreed to upon activation of the Card AccountWe attempted to reach Ms [redacted] by phone and email on February and February 14, but unfortunately, were unable to speak with Ms [redacted] We emailed her on February outlining our actions to resolve her complaintHer case has been assigned to a Corporate Customer Response Team Analyst, [redacted] Should she contact our Customer Service Department we have left notes on her account for her to be connected with [redacted] to further assist her with her matter Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] mentions the inconvenience that she’s experienced when disputing unauthorized transactions that occurred on her card, in addition to the closure of her accountShe’s requesting for her funds be returned to her immediatelyOn August 13, 2015, Ms [redacted] reported her card as stolen and she disputed nine unauthorized PIN and ATM transactionsWe informed her that an update would be provided within ten business days, August 27thOn the tenth business day, our Disputes Department closed the claim with no error found on the transactions disputed, and no credit was issued for the disputed transactionsOn the same day, our Risk Department closed her account due to determining risk factors on her accountMs [redacted] is no longer eligible for NetSpend servicesWe mailed a check for the remaining funds on her account on September 3rdWe’ve informed Ms [redacted] to expect her check by US Postal Service when we spoke with her on September 8thNetSpend regrets any inconvenience that Ms [redacted] experienced as a result of the decision of her disputes claim and account closureWe 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 Concerns: We received complaint # [redacted] filed with your office by [redacted] concerning the mobile check load featureOn January 20, 2017, Mr [redacted] purchased a Visa Netspend Card Account from a retailer, Dollar Express That same Mr [redacted] contacted our Customer Service Department to activate his card account Mr [redacted] was also informed of a Mobile Check Load feature that is offered on most of Netspend managed products On March 11, we offered Mr [redacted] the option to open a new card account online so he could take advantage of the mobile check load featureNot all of Netspend Card Accounts have the same promotions and features Eligibility for promotions is dependent on the card that was purchased and not creditability as a customerA member from our Corporate Office reached out to Mr [redacted] on March 13, to inform him that unfortunately, his card account does not have the mobile check load feature available We will notify Mr [redacted] through his online account center or through our interactive voice response when it is availableWe are sorry to hear that Mr [redacted] had a bad experience with our Customer Service Department 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 Mr [redacted] with our direct contact information should he have any additional questions concerning this matter 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 the inconvenience she experienced with activating her NetSpend card To 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 or add a secondary cardholder, we will ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThis information can be found on the outside of our card packaging Ms [redacted] purchased her NetSpend card on February 24, Additional information was needed to fully activate her account, and our Customer Service Department requested for Ms [redacted] to send in identity documents We received acceptable documents to approve her account on March 15th I attempted to contact Ms [redacted] by phone and email to address her concerns on March 15thOn March 16th, she responded via email confirming that her card is now working.NetSpend regrets the inconvenience that Ms [redacted] experienced while attempting to activate her card We have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Friday, September 19, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim.On August 16, 2016, Mr [redacted] disputed a posted transaction through our website, www.netspend.com We promptly opened a dispute claim and began our investigation We also informed Mr [redacted] of the investigation timeframes afforded to financial institutions, under Regulation E On August 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 October The results of the investigation will be sent to Mr [redacted] in writing within business days of completing our investigationA member of our Corporate Customer Response Team spoke with Mr [redacted] on September to explain his dispute claim We advised that a provisional credit was not applied to his account due to the type of dispute claimMr [redacted] will send us an email providing additional details regarding his merchant dispute We will review the documents once received and provide Mr [redacted] with an updateWe 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 her disputes claimOn April 5, 2016, Ms [redacted] disputed a merchant transaction that posted to her accountWe promptly opened a dispute claim [redacted] and began our investigationWe also informed Ms [redacted] of the investigation timeframes afforded under Regulation EWe completed our initial investigation of claim [redacted] on April and advised that a provisional credit was not available for the dispute claim typeThe claim is scheduled to be finalized on July The results of the investigation will be sent to Ms [redacted] in writing within business days of completing our investigationMs [redacted] disputed additional unauthorized transactions on June that were not included in her first claimWe promptly opened a second dispute claim [redacted] and began another investigationWe concluded the initial investigation of this claim on June and advised that a provisional credit was not available for the dispute claim typeThis claim is scheduled to be finalized on August Our Risk Management Team closed Ms***’ account on June due to risk factors that were identified during our investigation and she is no longer eligible for products managed by NetSpendA refund check for any recovered funds from her disputes claims will be mailed to her address on file after the final dates mentioned aboveUpon receiving her complaint, we reached out to Ms***, but unfortunately, we have not had the opportunity to speak with herWe emailed Ms [redacted] the next update timeframe for her claimsNetSpend understands that the disputes process can be frustrating and we appreciate Ms***’ patience as we attempt to retrieve her fundsWe 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] mentions NetSpend allowed money to be withdrawn from her cardShe desires a refund and to cancel her serviceOn August 26, 2015, we reached out to Ms [redacted] by telephone and emailThe merchant IC Solutions has charged Ms***’s card seven times since July 11thShe disputed the last charge from August 14th as being a duplicate transactionIC Solutions refunded the disputed charge back to her card on August 21stWhen Ms [redacted] returns our call, we will clarify which service she intends to cancelNetSpend regrets the inconvenience that Ms [redacted] experienced with the duplicate chargeWe have provided her 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 NetSpend card offer that she received to an address that she never lived at She’s requesting to be opted out of future card offers.The offer that Ms [redacted] received was sent to her in compliance with the Electronic Fund Transfer Act as implemented through Regulation E (CFR 1005.5(b))Her social security number and date of birth were not provided and are not connected to this offer in any wayNo account in her name has been activated without her permissionThis offer is NOT a credit card, it contains no value, and it cannot be used to conduct transactionsNo credit report has been or will be obtained in connection with this offer, and this offer does not have any effect on Ms [redacted] ’s creditNetSpend works with third party marketing partners that provide us with information for consumers who may need a service like the NetSpend Prepaid MasterCardWe mail those consumers card offers Because Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers and have received permission to share it with usAgain, the offer is not active and cannot be used unless activatedDuring activation NetSpend verifies the identity of the person activating the offer to ensure that the card can only be used by the intended recipient On November 5, 2015, we spoke with Ms [redacted] concerning the card offer We removed her name and address from our mailing list and she should not receive any future offers from any NetSpend managed programsWe’ve also submitted a request to obtain specific details of how Ms [redacted] ’s information was obtained for this card offer When it is received, we will relay the information to her We apologize for any inconvenience that Ms [redacted] experienced as a result of this card offer 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 complaint # [redacted] filed with your office by [redacted] concerning a block placed on her Netspend card.On March 21st, I spoke with Ms [redacted] to address her concernsMs [redacted] mentioned receiving one of our card offers back in October of 2015, but she did not activate it until February 17thUpon activation, we requested her social security number which she felt suspicious about since she had previous Netspend cardsI explained to Ms [redacted] that her card offers does not have her full personal information on file alreadyWe obtained this information on February 17th and she was able to activate the card for full use.NetSpend regrets the inconvenience Ms [redacted] experienced with the activation her card She has my 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 funds he feels are missing from his account.On February 22, 2016, our Disputes Team credited Mr [redacted] ’s account for the disputed ATM transaction, including the associated feesBefore the credit was applied, his account was negative by $due to two overdraft transactions completed one day priorWe have sent Mr [redacted] ’s January and February statements to his email for review to confirm that no further credit is due.NetSpend regrets the inconvenience that Mr [redacted] ’s experiencedWe have provided Mr [redacted] ’s with our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Mr [redacted] states that he disputed a transaction with a restaurant after receiving the wrong order, and was informed that his disputes claim would take – days to investigateHe’s requesting to be reimbursed for the disputed amountOn July 11, 2015, Mr [redacted] disputed a transaction with Jin Sha Sushi for $We informed him that we would update the disputes claim within ten business days, July 24thAfter ten business days, our Disputes Department provided Mr [redacted] with an update that his claim was still being investigated, and would be resolved by August 25th at the latestThe claim was resolved and paid out to Mr [redacted] on August 12thNetSpend understands the disputes process can be time consumingWe appreciate Mr [redacted] ’s patience while we worked to retrieve his fundsWe have provided him with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, January 27, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his Card Account closure and dispute claim On January 9, 2017, Mr [redacted] contacted our Customer Service Department to dispute unauthorized transactions that posted to his Card Account We immediately blocked his Card Account to prevent any further unauthorized usage and ordered him a replacement We opened dispute claim number [redacted] and began our investigation We also informed Mr [redacted] of the timeframe afforded under Regulation E We concluded our investigation on Mr [redacted] dispute claim [redacted] on January 24, and no credit was issued because we did not find that an error occurred We have reason to believe that the transactions were authorized and that Mr [redacted] benefited from the transactionsThe dispute investigation documents outlining the reason for the claim decision will be mailed to Mr [redacted] address on file During the investigation of Mr [redacted] claim, we identified several risk factors associated with his Card AccountDue to these concerns, we have closed his Card Account and we are no longer able to offer him products managed by Netspend.We apologize for the service that Mr [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with.Mr [redacted] has been provided with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetspend, a TSYS Company
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you Regards, [redacted]
Wednesday, June 8, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claimOn February 29, Ms [redacted] logged onto her online account center to report an overcharged transaction on her account We promptly opened a dispute claim and began our investigation On March 14, we determined that she was not eligible for provisional credit, but we are continued our efforts to investigate the claim On April 29, we concluded our investigation with no credit being issued to Ms***’s account because the merchant provided documentation that validated the transaction was authorized Upon receipt of her complaint, we reached out to Ms***’s on June to discuss her dispute claim We explained that the merchant validated the transaction and advised a letter detailing our investigation will be mailed to her address on file She should receive this within business days 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
Monday, September 12, 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 our card packaging Mr [redacted] attempted to activate his new account on September 5, 2016, but the information on the account was already registered in someone else’s name We requested Mr [redacted] to provide copies of his identification documents to verify his identity and the original purchase receipt confirming that he purchased the cardA member of our Corporate Response Team spoke with Mr [redacted] on September to assist with his card activation Mr [redacted] provided some of his identification documentation, but they were insufficient to activate his card We updated the name on his account and requested a refund check to Mr [redacted] address He should receive this check within business days.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: I want to know how to stop third party people from getting my minor childs infothe matter isnt resovled just post-poned, and I have not recived any contact info from this buisnessif they could kindly send it in a response where it is legally noted through the Revdex.com as well as my contact info they have it would be greatif they are contacting me a cell phone, I travel tremendously at work, so I may not have signal which may cause lack of communicationsif they are receiving my sons info through third party perticipants, those third party people need to be held liable for how they get his infoi will not rest until I know without doubt no one from any of these agencies will obtain sell, etcmy sons info againi am a mother protecting her child with all the extents the law enfforcement will allow, including but not limited to courti will not have the buck passed where his safety is my concernthank you Regards, [redacted] ***