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 March 22, 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 Company
To Whom It May Concern:We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning a resolution on his open disputes claim for a transaction that did not go through in the storeOn the tenth business day of Mr***’s disputes claim, a provisional credit was issued for the transaction with [redacted] in the amount of $ The claim is still ongoing with our Disputes Department, and will be resolved by December 21, No further action will be required by the resolution date as long as the claim is successfully wonNetSpend understands that the disputes process can take some time to resolve, and we appreciate Mr***’s patience as we strive to recover his fundsWe have provided him our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: Thank you for forwarding Mr [redacted] complaint to usAs you requested, we addressed this matter directly with Mr [redacted] on August 10, 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:We received complaint # [redacted] filed with your office by [redacted] concerning the poor customer service he received when he recently contacted Netspend for assistance with activating his card On March 16th, Mr [redacted] contacted Netspend regarding his accountMr [redacted] had a previous Skylight account in 2014, but additional information was still needed to fully approve his new account and our customer service requested for him to send in identity documentsOn March 28th and 30th, I reached out to Mr [redacted] to address his full concernsNetSpend regrets the inconvenience that Mr [redacted] experienced with the customer service he received when trying get assistance with his accountWe will be requesting the call recordings to provide the coaching necessary to ensure Mr [redacted] does not experience this again We have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: I did respond to the agent and he acknowledged the response with a response of his own The agent also DID NOT CONTACT ME AT THE EMAIL I PROVIDED FOR THE COMPLAINT but instead used a different email He also marked this after I had sent him the email, trying to tell you that I hadn't responded when in fact I had I can only assume he was trying to avoid having to actually communicate with me I also mentioned in my response that no one has addressed the fees that I have incurred because of their problems and he yet again ignored that It just seems to be a repeat of the customer service I experienced that led to the complaint in the first place It is also STILL NOT FIXED on my account Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I will not send them a copy of my social security card and drivers licence or I will not give them my social security number over the phoneMy daddy gave them the his social security number and the info they ask for and still can not use his cardI want my card activated with my money on itI tried to call back but there was no answer
To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted] Mr [redacted] states that his issue has been resolved, and he no longer intends on using the NetSpend cardNetSpend appreciates Mr [redacted] informing us that his concerns have been resolvedWe regret that he will no longer use our productsWe 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 16, 2018To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usWe were unable to locate her card offer or research the complaint using the information providedNetspend relies on affiliate marketing services as a source for reaching potential new customers and it is possible your child’s information was acquired through these business relationshipsBecause Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from consumers that indicate they are years of age or older, and have received permission to share it with us.Steps are taken through the identification process to further ensure that a person under cannot activate the offersThe offer is not active and cannot be used unless activatedDuring activation Netspend verifies the identity of the person activating the offer (including asking for a Social Security number) to ensure that the card offer can only be used by the intended recipient, and that the person activating the offer is at least years oldIf the recipient’s identity cannot be verified or they are under 18, the activation attempt is rejected.We attempted to reach Ms [redacted] by phone and email on March and March 15, but unfortunately, we were unable to speak with herMs [redacted] case has been assigned to a Corporate Customer Response Team Analyst, [redacted] [redacted] will attempt to reach Ms [redacted] again on March 19.Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern.Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
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 meI would like to thank Revdex.com I didn't feel like I was going get my money without your help so thank you Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a negative balance on an old account.On November 20, 2015, Ms [redacted] contacted our Customer Service Department to report an unauthorized transaction made on her card We were unable to open a dispute claim immediately because the transaction was still pendingTo assist her with her dispute, we needed the transaction to first settle to her accountMs [redacted] requested to close her account that day and the unauthorized transaction settled shortly after, leaving the account balance negative Ms [redacted] did not contact us back to initiate a disputes claim.On July 21, 2016, Ms [redacted] purchased a PayPal Prepaid MasterCard that is managed by NetSpend Due to the negative balance on her old account, we were unable to approve and activate her new card Ms [redacted] opted to convert the account to “Limited Use” in order to access her funds This “Limited Use” option allows cardholders to access the funds on the card for in-store purchases only Once the card balance is depleted, the card can be destroyedIn response to her communication, we attempted to contact Ms [redacted] on August 3, but we did not have the opportunity to speak with her Since she originally attempted to dispute the unauthorized transaction on her old account, we removed the negative balance Ms [redacted] is now eligible for products managed by NetSpend.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, November 29, 2017To 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’ve determined that her claim was handled correctly The disputed transaction was reported out of timeframe, more than days since its occurrence We attempted to reach Ms [redacted] by way of telephone on November 24, and 29, 2017, but unfortunately, we were unable to speak with her We informed Ms [redacted] by email of 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] * [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 block that was placed on her existing and new account She’s requesting to be reimbursed for the remaining funds on both cards In an effort to protect NetSpend cardholders, Our Risk Management Team regularly monitors their accounts in efforts to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the closing of Ms [redacted] ’ accounts on October 16, She is no longer eligible for NetSpend services due to the risk factors that were identifiedA request has been submitted to send the refund checks to Ms [redacted] for the remaining funds on her two accounts On November 2nd, we spoke with Ms [redacted] , and she informed us that she has only received one of the checks Ms [redacted] ’ second check was mailed on October 29th, and she will receive it within business days We regret the inconvenience that Ms [redacted] has experienced as a result of her account closure We 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] concerning a block on her account that was caused by a merchant refundShe’s requesting access to her funds Our Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOn November 15, 2015, a systemic block was placed on Ms [redacted] account after [redacted] credited her card $In the event that a refund takes place on a NetSpend account with no corresponding debit, it’s our policy to request a copy of the original purchase receipt in order to authenticate the refundThis policy is in accordance with our responsibilities under the VISA processing rulesThe merchant can also reverse the credit and issue the funds to Ms [redacted] by another method of reimbursement A third option would be for the merchant to send a Letter of Indemnity to NetSpend so that the funds can be returned to the originatorThe originator would then apply the credit by other meansOur Fraud Prevention Team reviewed Ms [redacted] document on December 3rd and removed the account block On December 3rd, we spoke with Ms [redacted] and she advised that her concerns are resolvedNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the block on her account She has been provided my contact information should she have any further questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: After speaking to [redacted] from the corporate office which he was very respectful unlike the staff I was told the exact same thing that I was told before submitting the complaintMoving forward I will not have business with the company Regards and Thank you [redacted]
Monday, September 26, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the funds from her nephew’s accountWe are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with usWhen 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 purchaseOur packaging also informs that the person activating the card must be at least years of ageOn August 27, 2016, Ms [redacted] nephew attempted to activate his new NetSpend card, but his identity information could not be automatically verifiedWe requested him to provide copies of his identification documents to verify his identity manuallyIn response to her communication, a member of our Corporate Response Team spoke with Ms [redacted] on September regarding her nephew’s accountOur Risk Department also reviewed the account information and requested that documents be sent to verify the identity of the cardholderSince Ms [redacted] does not want to provide documents, we requested a refund check to be mailed to the address on fileHer nephew will receive a check for the remaining funds on the account within ten business daysWe have provided Ms [redacted] 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: Thank you for forwarding Ms [redacted] complaint to usWe reviewed Ms [redacted] card account and 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 them The requirement to obtain this information is presented on the card packaging prior to purchase and within the terms and conditions that are provided with the cardOur records confirm that Ms [redacted] direct deposit was returned to the originator on May 17, Once a deposit is returned, it can take up to business days to be receivedWe attempted to reach Ms [redacted] on May 24, by way of telephone and email but unfortunately, were unable to speak with herWe sent Ms [redacted] an email outlining our actions to resolve her complaint If 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
Monday, November 27, To 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 accountWe’ve reviewed Ms [redacted] ’s dispute claim and we’ve determined that her claim is being handled correctlyAs you requested, we addressed this matter directly with Ms [redacted] on November 21, by way of telephoneWe informed Ms [redacted] by email of our actions to resolve her complaintThank 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she did not receive the requested account history in the – hours quoted to herShe wants the history sent to herOn May 20, 2015, Ms [redacted] requested the account history for her NetSpend cardWe told her she would receive the history in – business hoursWe emailed the history to her on May 25thWe later confirmed with Ms [redacted] that the document was received for the purpose she intendedNetSpend regrets the inconvenience Ms [redacted] experienced while waiting on the account historyShe has been given my contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
[redacted] : I was contacted by an agent from NetSpend in reference to complaint ID [redacted] The agent talked to me in detail and I determined that when I attempted to activate the card through the NetSpend website, my Chrome browser auto-filled in the organization name that I do volunteer work forApparently NetSpend's website software accepts all the auto-filled data as soon as you advance to the next data entry field It does this even though I corrected the auto-filled in data in subsequent steps This is a major software flaw It means you can't correct the auto-filed data as it gets transmitted to their database once you advance to the next data entry field So with a design like this how do you correct typos or incorrect data that is auto-filled in the rest of the fields? While I understand the explanation of what happened in my case, I am not satisfied with NetSpend and their activation website I think this flaw exists as a means to profit from the errors and correction efforts that ensue as the result of the card being locked when the activation name and information cannot be verified by their system This is what happened to me and the card cannot be corrected so that it can be used to make purchases online.So am I satisfied? The answer is no NetSpend needs to correct their activation software to work as any other online website operates I believe the software bug exists as a way to make more money from their customersI really urge the [redacted] to investigate this problem Regards, Gary Lee
Thursday, March 22, To Whom It May Concern: Thank you for forwarding Ms [redacted] ’ 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 accountWe have reviewed Ms [redacted] ’ dispute claim and we’ve determined that her claim is being handled correctlyAs you requested, we addressed this matter directly with Ms [redacted] on March 22, by telephoneWe emailed Ms [redacted] the details outlining our actions to resolve her complaintThank 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: Thank you for forwarding Ms [redacted] complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on March 22, 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 Company
To Whom It May Concern:We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning a resolution on his open disputes claim for a transaction that did not go through in the storeOn the tenth business day of Mr***’s disputes claim, a provisional credit was issued for the transaction with [redacted] in the amount of $ The claim is still ongoing with our Disputes Department, and will be resolved by December 21, No further action will be required by the resolution date as long as the claim is successfully wonNetSpend understands that the disputes process can take some time to resolve, and we appreciate Mr***’s patience as we strive to recover his fundsWe have provided him our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: Thank you for forwarding Mr [redacted] complaint to usAs you requested, we addressed this matter directly with Mr [redacted] on August 10, 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:We received complaint # [redacted] filed with your office by [redacted] concerning the poor customer service he received when he recently contacted Netspend for assistance with activating his card On March 16th, Mr [redacted] contacted Netspend regarding his accountMr [redacted] had a previous Skylight account in 2014, but additional information was still needed to fully approve his new account and our customer service requested for him to send in identity documentsOn March 28th and 30th, I reached out to Mr [redacted] to address his full concernsNetSpend regrets the inconvenience that Mr [redacted] experienced with the customer service he received when trying get assistance with his accountWe will be requesting the call recordings to provide the coaching necessary to ensure Mr [redacted] does not experience this again We have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: I did respond to the agent and he acknowledged the response with a response of his own The agent also DID NOT CONTACT ME AT THE EMAIL I PROVIDED FOR THE COMPLAINT but instead used a different email He also marked this after I had sent him the email, trying to tell you that I hadn't responded when in fact I had I can only assume he was trying to avoid having to actually communicate with me I also mentioned in my response that no one has addressed the fees that I have incurred because of their problems and he yet again ignored that It just seems to be a repeat of the customer service I experienced that led to the complaint in the first place It is also STILL NOT FIXED on my account Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I will not send them a copy of my social security card and drivers licence or I will not give them my social security number over the phoneMy daddy gave them the his social security number and the info they ask for and still can not use his cardI want my card activated with my money on itI tried to call back but there was no answer
To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted] Mr [redacted] states that his issue has been resolved, and he no longer intends on using the NetSpend cardNetSpend appreciates Mr [redacted] informing us that his concerns have been resolvedWe regret that he will no longer use our productsWe 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 16, 2018To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usWe were unable to locate her card offer or research the complaint using the information providedNetspend relies on affiliate marketing services as a source for reaching potential new customers and it is possible your child’s information was acquired through these business relationshipsBecause Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from consumers that indicate they are years of age or older, and have received permission to share it with us.Steps are taken through the identification process to further ensure that a person under cannot activate the offersThe offer is not active and cannot be used unless activatedDuring activation Netspend verifies the identity of the person activating the offer (including asking for a Social Security number) to ensure that the card offer can only be used by the intended recipient, and that the person activating the offer is at least years oldIf the recipient’s identity cannot be verified or they are under 18, the activation attempt is rejected.We attempted to reach Ms [redacted] by phone and email on March and March 15, but unfortunately, we were unable to speak with herMs [redacted] case has been assigned to a Corporate Customer Response Team Analyst, [redacted] [redacted] will attempt to reach Ms [redacted] again on March 19.Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern.Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
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 meI would like to thank Revdex.com I didn't feel like I was going get my money without your help so thank you Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a negative balance on an old account.On November 20, 2015, Ms [redacted] contacted our Customer Service Department to report an unauthorized transaction made on her card We were unable to open a dispute claim immediately because the transaction was still pendingTo assist her with her dispute, we needed the transaction to first settle to her accountMs [redacted] requested to close her account that day and the unauthorized transaction settled shortly after, leaving the account balance negative Ms [redacted] did not contact us back to initiate a disputes claim.On July 21, 2016, Ms [redacted] purchased a PayPal Prepaid MasterCard that is managed by NetSpend Due to the negative balance on her old account, we were unable to approve and activate her new card Ms [redacted] opted to convert the account to “Limited Use” in order to access her funds This “Limited Use” option allows cardholders to access the funds on the card for in-store purchases only Once the card balance is depleted, the card can be destroyedIn response to her communication, we attempted to contact Ms [redacted] on August 3, but we did not have the opportunity to speak with her Since she originally attempted to dispute the unauthorized transaction on her old account, we removed the negative balance Ms [redacted] is now eligible for products managed by NetSpend.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, November 29, 2017To 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’ve determined that her claim was handled correctly The disputed transaction was reported out of timeframe, more than days since its occurrence We attempted to reach Ms [redacted] by way of telephone on November 24, and 29, 2017, but unfortunately, we were unable to speak with her We informed Ms [redacted] by email of 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] * [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 block that was placed on her existing and new account She’s requesting to be reimbursed for the remaining funds on both cards In an effort to protect NetSpend cardholders, Our Risk Management Team regularly monitors their accounts in efforts to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the closing of Ms [redacted] ’ accounts on October 16, She is no longer eligible for NetSpend services due to the risk factors that were identifiedA request has been submitted to send the refund checks to Ms [redacted] for the remaining funds on her two accounts On November 2nd, we spoke with Ms [redacted] , and she informed us that she has only received one of the checks Ms [redacted] ’ second check was mailed on October 29th, and she will receive it within business days We regret the inconvenience that Ms [redacted] has experienced as a result of her account closure We 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] concerning a block on her account that was caused by a merchant refundShe’s requesting access to her funds Our Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOn November 15, 2015, a systemic block was placed on Ms [redacted] account after [redacted] credited her card $In the event that a refund takes place on a NetSpend account with no corresponding debit, it’s our policy to request a copy of the original purchase receipt in order to authenticate the refundThis policy is in accordance with our responsibilities under the VISA processing rulesThe merchant can also reverse the credit and issue the funds to Ms [redacted] by another method of reimbursement A third option would be for the merchant to send a Letter of Indemnity to NetSpend so that the funds can be returned to the originatorThe originator would then apply the credit by other meansOur Fraud Prevention Team reviewed Ms [redacted] document on December 3rd and removed the account block On December 3rd, we spoke with Ms [redacted] and she advised that her concerns are resolvedNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the block on her account She has been provided my contact information should she have any further questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: After speaking to [redacted] from the corporate office which he was very respectful unlike the staff I was told the exact same thing that I was told before submitting the complaintMoving forward I will not have business with the company Regards and Thank you [redacted]
Monday, September 26, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the funds from her nephew’s accountWe are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with usWhen 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 purchaseOur packaging also informs that the person activating the card must be at least years of ageOn August 27, 2016, Ms [redacted] nephew attempted to activate his new NetSpend card, but his identity information could not be automatically verifiedWe requested him to provide copies of his identification documents to verify his identity manuallyIn response to her communication, a member of our Corporate Response Team spoke with Ms [redacted] on September regarding her nephew’s accountOur Risk Department also reviewed the account information and requested that documents be sent to verify the identity of the cardholderSince Ms [redacted] does not want to provide documents, we requested a refund check to be mailed to the address on fileHer nephew will receive a check for the remaining funds on the account within ten business daysWe have provided Ms [redacted] 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: Thank you for forwarding Ms [redacted] complaint to usWe reviewed Ms [redacted] card account and 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 them The requirement to obtain this information is presented on the card packaging prior to purchase and within the terms and conditions that are provided with the cardOur records confirm that Ms [redacted] direct deposit was returned to the originator on May 17, Once a deposit is returned, it can take up to business days to be receivedWe attempted to reach Ms [redacted] on May 24, by way of telephone and email but unfortunately, were unable to speak with herWe sent Ms [redacted] an email outlining our actions to resolve her complaint If 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
Monday, November 27, To 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 accountWe’ve reviewed Ms [redacted] ’s dispute claim and we’ve determined that her claim is being handled correctlyAs you requested, we addressed this matter directly with Ms [redacted] on November 21, by way of telephoneWe informed Ms [redacted] by email of our actions to resolve her complaintThank 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she did not receive the requested account history in the – hours quoted to herShe wants the history sent to herOn May 20, 2015, Ms [redacted] requested the account history for her NetSpend cardWe told her she would receive the history in – business hoursWe emailed the history to her on May 25thWe later confirmed with Ms [redacted] that the document was received for the purpose she intendedNetSpend regrets the inconvenience Ms [redacted] experienced while waiting on the account historyShe has been given my contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
[redacted] : I was contacted by an agent from NetSpend in reference to complaint ID [redacted] The agent talked to me in detail and I determined that when I attempted to activate the card through the NetSpend website, my Chrome browser auto-filled in the organization name that I do volunteer work forApparently NetSpend's website software accepts all the auto-filled data as soon as you advance to the next data entry field It does this even though I corrected the auto-filled in data in subsequent steps This is a major software flaw It means you can't correct the auto-filed data as it gets transmitted to their database once you advance to the next data entry field So with a design like this how do you correct typos or incorrect data that is auto-filled in the rest of the fields? While I understand the explanation of what happened in my case, I am not satisfied with NetSpend and their activation website I think this flaw exists as a means to profit from the errors and correction efforts that ensue as the result of the card being locked when the activation name and information cannot be verified by their system This is what happened to me and the card cannot be corrected so that it can be used to make purchases online.So am I satisfied? The answer is no NetSpend needs to correct their activation software to work as any other online website operates I believe the software bug exists as a way to make more money from their customersI really urge the [redacted] to investigate this problem Regards, Gary Lee
Thursday, March 22, To Whom It May Concern: Thank you for forwarding Ms [redacted] ’ 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 accountWe have reviewed Ms [redacted] ’ dispute claim and we’ve determined that her claim is being handled correctlyAs you requested, we addressed this matter directly with Ms [redacted] on March 22, by telephoneWe emailed Ms [redacted] the details outlining our actions to resolve her complaintThank 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