To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund for a NetSpend cardWe 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 purchaseThe card package also states that use of the card is limited prior to identity verification and that this is not a gift cardIn lieu of sending in his identity documents, Mr [redacted] requested a refund check for the remaining account balance to be mailed to his address on file on May 3, He contacted our Customer Service on May 16, to inform us that he had not received the refund checkWe advised that a replacement refund check could be requested after May Upon receiving his complaint, we spoke with Mr [redacted] on May to discuss options for gaining access to his fundsMr [redacted] provided his identity documents in order to get his account approvedWe requested a stop payment on his refund check and returned the funds to his account balanceMr [redacted] ’s temporary card was unblocked and we mailed a personalized card that he will receive within – business daysMr [redacted] has been provided my contact information should he have any additional questions or concernsThank 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 meThe person who called me was very pleasant and sincereI appreciate them working with me on this Regards, [redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with her new account On April 4, 2016, Ms [redacted] purchased an Ace Elite NetSpend card On August 29, she contacted us to activate her personalized cardThe default fee plan is a Pay As You Go, if the alternative monthly Fee Advantage plan is not selected Ms [redacted] direct deposit arrived to the account on September and she began using her card for purchases The Pay As You Go fee plan charges a $fee for signature purchases and a $fee for purchase using the PIN This was according to the selected fee plan In response to her communication, a member of our Corporate Response Team spoke with Ms [redacted] on September 22, to discuss the fees associated with her account We subscribed her to the monthly $Fee Advantage plan and, as a courtesy, we refunded all the transaction fees she was charged since her account was opened We apologize for the service that Ms [redacted] experienced with our Customer Service Department regarding the wait time and information provided We have reported this incident to the management staff of the customer service agents she spoke with 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 Netspend Prepaid MasterCard her son, [redacted] ***, received in the mail Netspend relies on affiliate marketing services as a source for reaching potential new customers and card offer recipients’ information is acquired through these business relationshipsA consumer’s name and address is provided to the affiliate marketing service when the consumer opts in to receive offers and marketing materials from the third party, as well as any third party with whom they may share the informationBecause Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers years of age and older and have received permission to share it with us 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 offer can only be used by the intended recipient If the recipient cannot be verified, then the offer cannot be activated Netspend is a prepaid debit card product and not an extension of a line of creditA credit check is not required or processed when a customer purchases or requests a Netspend prepaid debit card account A member of our Corporate Office reached out to Ms [redacted] on March 15, to discuss the card offer her son received We permanently blocked the card offer and have also removed her son’s name and address from our mailing list and he should not receive any future offers from any Netspend managed programs Additionally, we have submitted a request to our Marketing Department to provide information concerning how their name and address were obtainedWe provided Ms [redacted] with this information once we receive it We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company
MrCampbell, I tried phoning you yesterday, but the call went straight to your voicemail I'm not sure what PVC stands for, so that information was useless to meI'm available by phone before 8:00am Pacific Time and after 3:30pmI'm a teacher SLAC turned out to be a fraudulent corporation and stole my moneyI contacted PayPal Prepaid Credit as soon as I knewI was never informed about any other paper work needed to receive my temporary creditI desperately need the credit to take care of the student loan that SLAC had falsely agreed to handleAccording to MasterCard I'm only responsible for $of any fraudulent chargesI would like my credit while you deal with SLACThis is the reason I use the cardFor protectionI don't see Netspend protecting the consumerPlease credit my card immediatelyThank you MsStephanie [redacted]
To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she has experienced with her dispute claims Our Disputes Department closed Ms [redacted] ’s claim against [redacted] on March 17th, as they did not find an error occurred on the disputed transactions and no funds were credited to her account The merchant provided documents to validate their claim to the funds We communicated with Ms [redacted] on March 25th by email and she informed us that she attempted to return the merchandise back to the merchant because it was not what she ordered, but they would not provide a return address If she does obtain an address and method to return the product to the merchant, [redacted] can credit her directlyIn accordance with the terms of Ms [redacted] ’s card, NetSpend does not warranty goods and services from merchants We are not responsible for the quality, safety, legality or any other aspect of any goods or services that may be purchased with the card or virtual account We regret any inconvenience that Ms [redacted] experienced while disputing the merchant chargesShe has 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] [redacted] states that NetSpend has not released her funds to herShe wants the funds released that have been held for forty daysNew and existing accounts are reviewed regularly by our Risk Management Department in efforts to prevent potential account compromising activity, and to ensure that all account activity is compliant with regulations [redacted] ’ account triggered a block caused by our Risk Management Department on April 4, The details that triggered the block are kept internal for security reasonsIn order to remove the block, our Risk Management Department requested documents to validate her identityNo documents were received, but [redacted] requested the account to be closed and send her the remaining fundsWe mailed a check for the remaining funds on [redacted] ’ account on April 9thThat check was returned to us due to invalid information on May 5thHer address was validated and a second check was mailed to her on May 14thNetSpend regrets the inconvenience [redacted] experienced while waiting on her checkShe has been given my 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] states that she sent in documents to validate her identity in efforts to activate her NetSpend cardShe’s requesting to activate her NetSpend cardFederal 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, 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 cardWe notify the consumer of this information on the outside of our card packaging.On September 24, 2015, we reached out to Ms [redacted] by telephone and emailWe have yet to speak with her concerning the documents that she’s sent NetSpend to verify her identityWe have approved some of the documents received by Ms***, but we still need the document that validates her physical addressWe have emailed Ms [redacted] a list of acceptable documents that she can send us to validate her addressUntil we receive the appropriate documents, our Risk Department has blocked Ms***’ account after receiving multiple documents that are not accepted to approve her accountOnce she calls us back, we will assist herNetSpend regrets the inconvenience that Ms [redacted] has experienced while attempting to activate her cardWe 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 complaint # [redacted] filed with your office by [redacted] concerning her dispute claimsOn June 29, 2016, someone claiming to be Ms [redacted] contacted us to report her card as stolen and to transfer funds to another NetSpend account We immediately blocked Ms [redacted] ’s card and ordered a replacement cardThe person claiming to be Ms [redacted] verified all of the security information associated with the account and our Customer Service Department completed the transfer Another transfer of funds occurred on June 30, after this Ms [redacted] contacted us to report that the transfer of funds was not authorized by her We immediately opened dispute claims and began our investigation A block was also placed on Ms [redacted] ’s account to prevent any additional unauthorized activityOn July 15, we concluded our investigation of Ms [redacted] ’s claim [redacted] and provided her full reimbursement for the unauthorized transferA member of our Corporate Response Team reached out to Ms [redacted] on July to discuss her second dispute claim [redacted] After our re-investigation of dispute claim [redacted] , we issued full reimbursement for the unauthorized transfer We understand how frustrating it can be to experience unauthorized transactions on your accountNetSpend is very committed to providing a safe and secure productAdditionally, our Risk Management Team closed Ms [redacted] ’s account on July due to risk factors that were identified during our investigationThese risk factors are not shared with consumers for security reasons and Ms [redacted] is no longer eligible for products managed by NetSpend A check for the remaining balance has been mailed to Ms [redacted] ’s address and should be received 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 TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a card he has not received due to an incorrect address He’s requesting to receive a NetSpend card On January 19, 2016, Mr [redacted] ordered a new NetSpend card while processing his tax refund through Turbo Tax He contacted us on February 2nd to inform us that he did not receive his card We ordered him an expedited card that day He received that card and activated it on February 8th We reached out to Mr [redacted] on February 8th by telephone and email We have not spoken with him, but will assist him when he returns our call NetSpend regrets any inconvenience that Mr [redacted] experienced with receiving the card to his addressHe has been given our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Mr [redacted] states that his card was blocked and he had no access to his fundsHe wants the fees returned to his cardOn May 2, 2015, PayPal Ebay collected $from Mr***’s cardHe disputed that charge on May 12th as card compromisedWe blocked the card immediately as a protection and ordered him a replacementWe informed him that we would provide an update for the disputes claim within ten business days, May 27thNo letter of disputes was received to explain the circumstances pertaining to his claimThe provisional credit was denied on the tenth business dayThe next status update on his disputes claim will be on June 26thNetSpend understands the disputes process can be a lengthy oneWe appreciate Mr***’s patience while we attempt to retrieve his fundsWe have provided him our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] Mr [redacted] states his card was blocked without his permission after inquiring about a transactionMr [redacted] contacted us on January 13, to inquire about a transaction that was made with his card The agent misunderstood his request and blocked his card We were able to assist Mr [redacted] with accessing his funds on January 15th On January 2016, we reached out to Mr [redacted] by telephone and email We have not had the opportunity to speak with him yet, but will assist with his concerns when he returns our callNetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the block on his cardHe has been provided with my contact information should he have any further questions or concernsThank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: Thank you for forwarding Ms [redacted] ’ complaint to usOn October 30, 2017, three of Ms [redacted] ’ Card Accounts, managed by Netspend, were closed by the issuing bank, The Bancorp Bank, because high risk account activity was identifiedThe specific high risk factors that triggered the closure are not disclosed to consumers for security purposes We mailed you three refund checks, on November 15, 2017, for the remaining balance on the Card Accounts that were closed You should receive the checks within business days As you requested, we addressed this matter directly with Ms [redacted] on November by way of mailWe provided her with further insight on the account closure processThank you for bringing this matter to our attentionThank 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 her card that has not arrived She’s requesting reimbursement On February 9th, Ms [redacted] reported that she has not received her new cardWe were able to order a new card to her address and informed her it would take 7-business days to arriveThat same day, Ms [redacted] spoke with a representative in our customer service department and she was assisted with transferring her money to another account with NetSpendWe have made attempts to contact Ms [redacted] by phone and via email Unfortunately, we have not had the opportunity to speak with her Our records show that Ms [redacted] activated her replacement card on February 12th We have reversed the $transfer fee as a courtesy NetSpend regrets the inconvenience that Ms [redacted] went through concerning her card order request 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 the fees associated with his account On March 2, 2016, Mr [redacted] temporary card was purchased from a retail storeMr [redacted] called to activate his card on August 31, Our Customer Service Department advised Mr [redacted] that his temporary card had expired and ordered him a replacement card He was also informed of the maintenance fees associated with his accountIn response to his communication, we reached out to Mr [redacted] , but unfortunately, we were unable to speak with him We reimbursed his account maintenance fees and restored his account balance to the original amount We apologize for the service that Mr [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with.We have provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] 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 his account was closed, and NetSpend is sending his funds to the Social Security AdministrationHe’s requesting access to his fundsAs mentioned in our response to Mr***’s complaint [redacted] , Our Risk Management Team regularly monitors our cardholder’s accounts in efforts to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the blocking of Mr***’s accounts on August 5, Mr [redacted] is no longer eligible for NetSpend services as a result of these risk factorsWe are unable to disclose our methods in determining risk factors, for security purposesOn September 24, 2015, we spoke with Mr [redacted] and informed him that we’ve received confirmation that the check was received by the US Treasury on September 2ndNetSpend no longer has the fundsNetSpend regrets any inconvenience that Mr [redacted] experienced as a result of his account closureWe have provided him with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Thursday, March 02, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the transfer of funds from his Card Account On February 22, 2017, Mr [redacted] contacted our Customer Service Department to transfer funds from his Card Account ending in [redacted] to his Card Account ending in *** We assisted Mr [redacted] with the transfer of $1,and informed him to contact us back within hours to help him initiate a second transfer Mr [redacted] reached out to us the next day and a transfer of $1,was completed On February 25, Mr [redacted] attempted another transfer, but was informed he had reached the day transfer limit.A member of our Corporate Office contacted Mr [redacted] on March to assist with transferring his funds Our records show Mr [redacted] was able to initiate an additional transfer of $1, As a courtesy, we have reimbursed the transfer fees he was assessed to move the fundsWe apologize for the poor service that Mr [redacted] experienced with our Customer Service Department We have reported these incidents to the management staff of the customer service agents he spoke with.We provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] Senior 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 me Still sending credit cards active or not through the mail is unsafe at best, I'm currently a victim of identity theft from a group much like this companyThey should practice better customer protection especially when the customer hasent been notified they are a customer Regards, [redacted] ***
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that she was unable to use her card to pay billsShe wants access to her moneyOn August 13, 2015, we spoke with Ms [redacted] concerning her expired temporary cardTemporary cards are good to use for days from the activation dateUpon successful activation of the temporary card, a personalized card is immediately ordered and sent to our cardholder’s address on fileMs [redacted] never received her personalized card that was mailed to her on March 6thHowever, she was able to pay her bill with the second card that we mailed her on August 4thNetSpend regrets the inconvenience that Ms [redacted] experienced due to not receiving her first card in the mailWe 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 a card given to her as a gift that she could not activateShe’s requesting a refund to be sent to her or her mother 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, 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 In addition, we inform the customer on the front of the package that this is not a Gift Card On February 17, 2016, we spoke with Ms [redacted] and addressed her concerns We confirmed her information and requested a check that she will receive within the next ten business days NetSpend regrets the inconvenience that Ms [redacted] has experienced with our productWe 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 refund for a NetSpend cardWe 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 purchaseThe card package also states that use of the card is limited prior to identity verification and that this is not a gift cardIn lieu of sending in his identity documents, Mr [redacted] requested a refund check for the remaining account balance to be mailed to his address on file on May 3, He contacted our Customer Service on May 16, to inform us that he had not received the refund checkWe advised that a replacement refund check could be requested after May Upon receiving his complaint, we spoke with Mr [redacted] on May to discuss options for gaining access to his fundsMr [redacted] provided his identity documents in order to get his account approvedWe requested a stop payment on his refund check and returned the funds to his account balanceMr [redacted] ’s temporary card was unblocked and we mailed a personalized card that he will receive within – business daysMr [redacted] has been provided my contact information should he have any additional questions or concernsThank 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 meThe person who called me was very pleasant and sincereI appreciate them working with me on this Regards, [redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with her new account On April 4, 2016, Ms [redacted] purchased an Ace Elite NetSpend card On August 29, she contacted us to activate her personalized cardThe default fee plan is a Pay As You Go, if the alternative monthly Fee Advantage plan is not selected Ms [redacted] direct deposit arrived to the account on September and she began using her card for purchases The Pay As You Go fee plan charges a $fee for signature purchases and a $fee for purchase using the PIN This was according to the selected fee plan In response to her communication, a member of our Corporate Response Team spoke with Ms [redacted] on September 22, to discuss the fees associated with her account We subscribed her to the monthly $Fee Advantage plan and, as a courtesy, we refunded all the transaction fees she was charged since her account was opened We apologize for the service that Ms [redacted] experienced with our Customer Service Department regarding the wait time and information provided We have reported this incident to the management staff of the customer service agents she spoke with 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 Netspend Prepaid MasterCard her son, [redacted] ***, received in the mail Netspend relies on affiliate marketing services as a source for reaching potential new customers and card offer recipients’ information is acquired through these business relationshipsA consumer’s name and address is provided to the affiliate marketing service when the consumer opts in to receive offers and marketing materials from the third party, as well as any third party with whom they may share the informationBecause Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers years of age and older and have received permission to share it with us 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 offer can only be used by the intended recipient If the recipient cannot be verified, then the offer cannot be activated Netspend is a prepaid debit card product and not an extension of a line of creditA credit check is not required or processed when a customer purchases or requests a Netspend prepaid debit card account A member of our Corporate Office reached out to Ms [redacted] on March 15, to discuss the card offer her son received We permanently blocked the card offer and have also removed her son’s name and address from our mailing list and he should not receive any future offers from any Netspend managed programs Additionally, we have submitted a request to our Marketing Department to provide information concerning how their name and address were obtainedWe provided Ms [redacted] with this information once we receive it We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company
MrCampbell, I tried phoning you yesterday, but the call went straight to your voicemail I'm not sure what PVC stands for, so that information was useless to meI'm available by phone before 8:00am Pacific Time and after 3:30pmI'm a teacher SLAC turned out to be a fraudulent corporation and stole my moneyI contacted PayPal Prepaid Credit as soon as I knewI was never informed about any other paper work needed to receive my temporary creditI desperately need the credit to take care of the student loan that SLAC had falsely agreed to handleAccording to MasterCard I'm only responsible for $of any fraudulent chargesI would like my credit while you deal with SLACThis is the reason I use the cardFor protectionI don't see Netspend protecting the consumerPlease credit my card immediatelyThank you MsStephanie [redacted]
To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she has experienced with her dispute claims Our Disputes Department closed Ms [redacted] ’s claim against [redacted] on March 17th, as they did not find an error occurred on the disputed transactions and no funds were credited to her account The merchant provided documents to validate their claim to the funds We communicated with Ms [redacted] on March 25th by email and she informed us that she attempted to return the merchandise back to the merchant because it was not what she ordered, but they would not provide a return address If she does obtain an address and method to return the product to the merchant, [redacted] can credit her directlyIn accordance with the terms of Ms [redacted] ’s card, NetSpend does not warranty goods and services from merchants We are not responsible for the quality, safety, legality or any other aspect of any goods or services that may be purchased with the card or virtual account We regret any inconvenience that Ms [redacted] experienced while disputing the merchant chargesShe has 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] [redacted] states that NetSpend has not released her funds to herShe wants the funds released that have been held for forty daysNew and existing accounts are reviewed regularly by our Risk Management Department in efforts to prevent potential account compromising activity, and to ensure that all account activity is compliant with regulations [redacted] ’ account triggered a block caused by our Risk Management Department on April 4, The details that triggered the block are kept internal for security reasonsIn order to remove the block, our Risk Management Department requested documents to validate her identityNo documents were received, but [redacted] requested the account to be closed and send her the remaining fundsWe mailed a check for the remaining funds on [redacted] ’ account on April 9thThat check was returned to us due to invalid information on May 5thHer address was validated and a second check was mailed to her on May 14thNetSpend regrets the inconvenience [redacted] experienced while waiting on her checkShe has been given my 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] states that she sent in documents to validate her identity in efforts to activate her NetSpend cardShe’s requesting to activate her NetSpend cardFederal 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, 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 cardWe notify the consumer of this information on the outside of our card packaging.On September 24, 2015, we reached out to Ms [redacted] by telephone and emailWe have yet to speak with her concerning the documents that she’s sent NetSpend to verify her identityWe have approved some of the documents received by Ms***, but we still need the document that validates her physical addressWe have emailed Ms [redacted] a list of acceptable documents that she can send us to validate her addressUntil we receive the appropriate documents, our Risk Department has blocked Ms***’ account after receiving multiple documents that are not accepted to approve her accountOnce she calls us back, we will assist herNetSpend regrets the inconvenience that Ms [redacted] has experienced while attempting to activate her cardWe 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 complaint # [redacted] filed with your office by [redacted] concerning her dispute claimsOn June 29, 2016, someone claiming to be Ms [redacted] contacted us to report her card as stolen and to transfer funds to another NetSpend account We immediately blocked Ms [redacted] ’s card and ordered a replacement cardThe person claiming to be Ms [redacted] verified all of the security information associated with the account and our Customer Service Department completed the transfer Another transfer of funds occurred on June 30, after this Ms [redacted] contacted us to report that the transfer of funds was not authorized by her We immediately opened dispute claims and began our investigation A block was also placed on Ms [redacted] ’s account to prevent any additional unauthorized activityOn July 15, we concluded our investigation of Ms [redacted] ’s claim [redacted] and provided her full reimbursement for the unauthorized transferA member of our Corporate Response Team reached out to Ms [redacted] on July to discuss her second dispute claim [redacted] After our re-investigation of dispute claim [redacted] , we issued full reimbursement for the unauthorized transfer We understand how frustrating it can be to experience unauthorized transactions on your accountNetSpend is very committed to providing a safe and secure productAdditionally, our Risk Management Team closed Ms [redacted] ’s account on July due to risk factors that were identified during our investigationThese risk factors are not shared with consumers for security reasons and Ms [redacted] is no longer eligible for products managed by NetSpend A check for the remaining balance has been mailed to Ms [redacted] ’s address and should be received 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 TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a card he has not received due to an incorrect address He’s requesting to receive a NetSpend card On January 19, 2016, Mr [redacted] ordered a new NetSpend card while processing his tax refund through Turbo Tax He contacted us on February 2nd to inform us that he did not receive his card We ordered him an expedited card that day He received that card and activated it on February 8th We reached out to Mr [redacted] on February 8th by telephone and email We have not spoken with him, but will assist him when he returns our call NetSpend regrets any inconvenience that Mr [redacted] experienced with receiving the card to his addressHe has been given our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Mr [redacted] states that his card was blocked and he had no access to his fundsHe wants the fees returned to his cardOn May 2, 2015, PayPal Ebay collected $from Mr***’s cardHe disputed that charge on May 12th as card compromisedWe blocked the card immediately as a protection and ordered him a replacementWe informed him that we would provide an update for the disputes claim within ten business days, May 27thNo letter of disputes was received to explain the circumstances pertaining to his claimThe provisional credit was denied on the tenth business dayThe next status update on his disputes claim will be on June 26thNetSpend understands the disputes process can be a lengthy oneWe appreciate Mr***’s patience while we attempt to retrieve his fundsWe have provided him our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] Mr [redacted] states his card was blocked without his permission after inquiring about a transactionMr [redacted] contacted us on January 13, to inquire about a transaction that was made with his card The agent misunderstood his request and blocked his card We were able to assist Mr [redacted] with accessing his funds on January 15th On January 2016, we reached out to Mr [redacted] by telephone and email We have not had the opportunity to speak with him yet, but will assist with his concerns when he returns our callNetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the block on his cardHe has been provided with my contact information should he have any further questions or concernsThank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: Thank you for forwarding Ms [redacted] ’ complaint to usOn October 30, 2017, three of Ms [redacted] ’ Card Accounts, managed by Netspend, were closed by the issuing bank, The Bancorp Bank, because high risk account activity was identifiedThe specific high risk factors that triggered the closure are not disclosed to consumers for security purposes We mailed you three refund checks, on November 15, 2017, for the remaining balance on the Card Accounts that were closed You should receive the checks within business days As you requested, we addressed this matter directly with Ms [redacted] on November by way of mailWe provided her with further insight on the account closure processThank you for bringing this matter to our attentionThank 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 her card that has not arrived She’s requesting reimbursement On February 9th, Ms [redacted] reported that she has not received her new cardWe were able to order a new card to her address and informed her it would take 7-business days to arriveThat same day, Ms [redacted] spoke with a representative in our customer service department and she was assisted with transferring her money to another account with NetSpendWe have made attempts to contact Ms [redacted] by phone and via email Unfortunately, we have not had the opportunity to speak with her Our records show that Ms [redacted] activated her replacement card on February 12th We have reversed the $transfer fee as a courtesy NetSpend regrets the inconvenience that Ms [redacted] went through concerning her card order request 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 the fees associated with his account On March 2, 2016, Mr [redacted] temporary card was purchased from a retail storeMr [redacted] called to activate his card on August 31, Our Customer Service Department advised Mr [redacted] that his temporary card had expired and ordered him a replacement card He was also informed of the maintenance fees associated with his accountIn response to his communication, we reached out to Mr [redacted] , but unfortunately, we were unable to speak with him We reimbursed his account maintenance fees and restored his account balance to the original amount We apologize for the service that Mr [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with.We have provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] 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 his account was closed, and NetSpend is sending his funds to the Social Security AdministrationHe’s requesting access to his fundsAs mentioned in our response to Mr***’s complaint [redacted] , Our Risk Management Team regularly monitors our cardholder’s accounts in efforts to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the blocking of Mr***’s accounts on August 5, Mr [redacted] is no longer eligible for NetSpend services as a result of these risk factorsWe are unable to disclose our methods in determining risk factors, for security purposesOn September 24, 2015, we spoke with Mr [redacted] and informed him that we’ve received confirmation that the check was received by the US Treasury on September 2ndNetSpend no longer has the fundsNetSpend regrets any inconvenience that Mr [redacted] experienced as a result of his account closureWe have provided him with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Thursday, March 02, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the transfer of funds from his Card Account On February 22, 2017, Mr [redacted] contacted our Customer Service Department to transfer funds from his Card Account ending in [redacted] to his Card Account ending in *** We assisted Mr [redacted] with the transfer of $1,and informed him to contact us back within hours to help him initiate a second transfer Mr [redacted] reached out to us the next day and a transfer of $1,was completed On February 25, Mr [redacted] attempted another transfer, but was informed he had reached the day transfer limit.A member of our Corporate Office contacted Mr [redacted] on March to assist with transferring his funds Our records show Mr [redacted] was able to initiate an additional transfer of $1, As a courtesy, we have reimbursed the transfer fees he was assessed to move the fundsWe apologize for the poor service that Mr [redacted] experienced with our Customer Service Department We have reported these incidents to the management staff of the customer service agents he spoke with.We provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] Senior 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 me Still sending credit cards active or not through the mail is unsafe at best, I'm currently a victim of identity theft from a group much like this companyThey should practice better customer protection especially when the customer hasent been notified they are a customer Regards, [redacted] ***
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that she was unable to use her card to pay billsShe wants access to her moneyOn August 13, 2015, we spoke with Ms [redacted] concerning her expired temporary cardTemporary cards are good to use for days from the activation dateUpon successful activation of the temporary card, a personalized card is immediately ordered and sent to our cardholder’s address on fileMs [redacted] never received her personalized card that was mailed to her on March 6thHowever, she was able to pay her bill with the second card that we mailed her on August 4thNetSpend regrets the inconvenience that Ms [redacted] experienced due to not receiving her first card in the mailWe 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 a card given to her as a gift that she could not activateShe’s requesting a refund to be sent to her or her mother 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, 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 In addition, we inform the customer on the front of the package that this is not a Gift Card On February 17, 2016, we spoke with Ms [redacted] and addressed her concerns We confirmed her information and requested a check that she will receive within the next ten business days NetSpend regrets the inconvenience that Ms [redacted] has experienced with our productWe 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