To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she was asked to send documents to activate her cardShe wants her money refundedTo help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card accountWhen our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify themNetSpend is compliant with the laws concerning the prepaid debit cardThis information is displayed on the outside of our card packagingOn May 29, 2015, Ms [redacted] provided information while attempting to activate her card, but it could not be verified automaticallyWe requested identity documentation so we could fully activate her cardThe documents received were not acceptable to fully activate the cardThe next day, May 30th, our Risk Department closed her account and requested the funds to be mailed to her in a checkHer information was reviewed again and verified on June 1, That day her card was activated for useNetSpend regrets the inconvenience that Ms [redacted] experienced while trying to activate the cardShe has been given my contact information should she have any further 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 Malik [redacted] concerning his new card that was blocked due to activity on a previous accountHe’s requesting his funds to be returned sooner than days Our Risk Management Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOur Risk Management Team identified risk factors that led to the blocking of an account where Mr [redacted] was listed as a secondary cardholder on January 14, He is no longer eligible for NetSpend services and the factors that led to the account closure are kept internal for security reasons When Mr [redacted] attempted to activate his new card on January 26, 2016, our system blocked the account This new account was closed on January 28th, and Mr [redacted] will receive a check within ten business days We spoke with Mr [redacted] on February 3rd He informed us that he had no knowledge of a past account and it must have been a result of identity theft We suggested he contact the Federal Trade Commission (FTC) at [redacted] or by calling [redacted] The FTC will provide instructions on how to report ID theft to credit bureaus, FTC, police, and affected financial institutionsSince a tax refund was involved on the older account, we gave him information to file a claim with the IRS at www.irs.gov or by calling [redacted] NetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the account blockWe have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Friday, November 3, To Whom It May Concern: Thank you for forwarding Ms [redacted] ’s complaint [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on October 27, by way of telephoneThe email correspondence we sent on November 3, outlined 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 a rebuttal complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she rejects our response because our disputes investigation was unfairShe wants the disputes claim reopened and settled in her favorAs mentioned in our previous response, Ms [redacted] ’s disputes claim is closed with no error found on the transactions that were disputed, and we have sent her documents that supported our claim decisionThis information was relayed to Ms [redacted] on Revdex.com case # Ms [redacted] ’s mother isn’t listed on the account and was not associated with any part of the investigation for her disputes claimWe suggest that Ms [redacted] works with law enforcement in efforts to pursue further investigation of who compromised her accountLaw enforcement can properly pursue anyone that is responsible for stealing funds from Ms [redacted] ’s cardCriminal prosecution is not a part of NetSpend’s claim investigationNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the disputes decisionWe 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 claim As you requested, we addressed this matter directly with Ms [redacted] on April 20, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business daysThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholders concernMs [redacted] has been provided our direct contact information should she 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 his dispute claimOn June 5, 2016, Mr [redacted] reported unauthorized transactions that posted to his accountWe immediately blocked his card to prevent any additional unauthorized use and ordered a replacement We opened a dispute claim and promptly began our investigation We also informed Mr [redacted] of the investigation timeframes afforded under Regulation E.On July 20, we concluded our investigation with no credit being issued to Mr [redacted] account because we did not find an error occurred Based on our investigation, we have reason to believe that the transactions were authorized and that Mr [redacted] benefited from the transactions We reached out to Mr [redacted] on July to discuss the results of his dispute claimA letter detailing the results of our investigation will be mailed to his address on file He should receive this letter within ten business days.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] concerning a NetSpend Prepaid MasterCard he 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 A member from our Corporate Office reached out to Mr [redacted] on February 28, to discuss the card offer he received Upon Mr [redacted] request we permanently blocked the card offer Additionally, we have submitted a request to our Marketing Department to provide information concerning how their name and address were obtained We will provide this information to Mr [redacted] as soon as we receive itWe have also removed Mr [redacted] name and address from our mailing list and he should not receive any future offers from any NetSpend managed programs We have provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company
Wednesday, December 23, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the blocks that were placed on her accounts She’s requesting the funds from her direct deposits to be expedited to her In an effort to protect NetSpend cardholders, our Risk Management Team regularly monitors their accounts in order to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the blocking of Ms***’ accounts on December 15, As a result of these risk factors, Ms [redacted] is no longer eligible for NetSpend servicesThe direct deposits arrived after her accounts were closed and were automatically returned to the senders on December 18th We reached out to Ms [redacted] by telephone and email on December 23rd to address her concerns, but have not had the opportunity to speak with herNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of her account closureWe have provided her our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Monday, November 23, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the disputes claim that he opened for unauthorized transactions that were made on his account He’s requesting to be refunded for the unauthorized transactionsOn November 2, 2015, Mr [redacted] disputed twelve unauthorized transactions that occurred on his NetSpend card between September 20th and October 24th We informed him that an update would be provided within ten business days, November 17th On the tenth business day, our Disputes Department closed the claim with no error found on the disputed transactions, and no funds were reimbursed to the account On the same day a letter was mailed to him with the results of our investigation We spoke to Mr [redacted] on November 23rd about his disputes claim We have requested for our Disputes Department to mail the documents to Mr [redacted] that support the claim decisionNetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the disputes claim decisionWe 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she disputed fraudulent charges that occurred on her card on the same day she was released from the hospitalShe’s requesting to be refunded for the disputed amountOn August 28, 2015, Ms [redacted] reported her card as stolen and disputed seventeen unauthorized transactionsWe informed her that an update would be provided within ten business days from the claim initiation date, September 14thOn the tenth business day, our Disputes Department closed the claim with no error found on the transactions disputedA member of our Corporate Response Team spoke with Ms [redacted] on September 22nd and explained the details of the disputes claim decisionWe’ve also requested for our Disputes Department to mail Ms [redacted] the documents that supports the decision of her disputes claimNetSpend regrets any inconvenience that Ms [redacted] experienced as a result of the disputes claim decisionWe have provided her with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Wednesday, January 4, To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a pending transaction on her Card AccountOn December 19, 2016, we received an authorization request from a merchant, Foot Locker, in the amount of $on Ms [redacted] ’ Card AccountShe contacted us on December 30, and reported the transaction was cancelledWe requested Ms [redacted] to provide us with documentation from the merchant that would confirm they would not be collecting on the authorization in order to release the funds back into her available balance The next day, we reviewed the document sent by Ms [redacted] and we released the funds back to her Card Account balance If a cardholder requests a release of a pending transaction before we receive the merchant’s settlement request, we request written confirmation from the merchant advising that the transaction will not be collectedWe request confirmation for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions.On December 31, the pending authorization from Foot Locker was released back into Ms [redacted] available balance In response to her communication, a member of our Corporate Response Team reached out to Ms [redacted] on January 4, 2017, but we were unable to speak with her Ms [redacted] accessed her remaining funds on January We have provided Ms [redacted] with our contact information should she have any further 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 verification needed to approve her depositShe’s requesting that we post her deposit as soon as possible.On February 23, 2016, we received Ms [redacted] tax refund, however, we needed additional information to approve the deposit and our Customer Service Department requested that she send us documentationOn February 24th, I spoke with Ms [redacted] to address her concerns, and after review of her documents, we were able to approve her deposit.NetSpend regrets any inconvenience Ms [redacted] experienced while waiting for her deposit to be approvedShe has my contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because.I provided the receipt I was given I can't crap a new one and the receipt I was given states what was returned and far exceeds the $dispute as it was multiple purchases for the items returnedHow about you get off your lazy rear and pull up those items on Lowe's.com and see that it was well over $worth of returned merchandise Regards, [redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a merchant transaction that has been reported as a scam On October 13, Ms [redacted] authorized her card to be charged by merchant, SUPPORTBUDDY for $Ms [redacted] discovered the company was a scam and contacted our Customer Service Department later the same day, to open a dispute claimOur agent informed Ms [redacted] the transaction was still pending status at the time and she would need to call back to dispute the charges once the merchant collected the fundsMs [redacted] contacted us on October 14, and we released the pending authorization back into her available balance; we advised Ms [redacted] that releasing the authorization is not a stop payment and if the merchant who, having received authorization for the transaction, completes the settlement process, she will have to call us to dispute the transaction On October 30, SUPPORTBUDDY posted the transaction to Ms [redacted] account and she contacted us to open a dispute claimWe immediately blocked her card to prevent any additional activity from this merchant We promptly opened a dispute claim and began our investigation We informed Ms [redacted] of the investigation timeframe afforded under Regulation E A member of our Corporate Response Team spoke with Ms [redacted] on November 1, to discuss the transactionOur records show that on November 1, the merchant credited the full amount to Ms [redacted] account 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
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Western Union card that was mailed to her that she did not orderShe’s requesting for NetSpend to remove her information from our system, and to not receive card offers going forward NetSpend works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit cardWe mail those consumers card offersThe card offer is not active and the card cannot be used unless activatedOur activation verifies the identity of each potential cardholder as a part of our Customer Information ProgramThis ensures that the card can only be used by the intended recipientDuring the offer activation, we collect social security number and date of birth to verify identity onlyThere is no credit check involved because our Prepaid Debit Card is not a credit cardThe primary cardholder must be at least years of age On January 22, 2016, we reached out to Ms [redacted] by telephone and email We have not had the opportunity to speak with her, but will address her concerns when she returns our callWe have canceled the card offer that was sent, and have updated our systems to prevent future card offers from being mailed to her address Additionally, we have submitted a request to our Marketing Department in order to confirm how Ms [redacted] ’s name and address was obtainedWe will convey that information to her once it is received We regret any inconvenience that Ms [redacted] experienced as a result of this card offerShe has been given our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Tuesday, January 24, 2017To Whom It May Concern:We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her dispute claims We appreciate Ms [redacted] additional comments After our reinvestigation of Ms [redacted] dispute claim [redacted] , we determined that it was handled properly and that we did not find that an error occurred A member of our Corporate Customer Experience Team spoke with Ms [redacted] on January 26, and she explained the conditions that lead to her disputed transactions We opened a new dispute claim [redacted] on transactions that Ms [redacted] did not include in her first dispute claim We also informed Ms [redacted] of the timeframe afforded under Regulation E On January 27, we concluded our investigation of claim [redacted] and did not find that an error occurredWe informed Ms [redacted] of the results by telephone and sent her and email with the details She will receive a letter detailing the results of her dispute claim within ten business days to the address on file We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Customer Experience AnalystNetSpend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a card she has not receivedOn October 12, 2016, Ms [redacted] applied for a NetSpend account on our website and card ending with [redacted] was mailed to the address she provided On October 18, Ms [redacted] contacted our Customer Service Department because she had not received her card yetWe requested a new card ending with [redacted] to be expedited to Ms [redacted] address on fileOn October 19, we received a direct deposit for Ms [redacted] account The deposit went into a pending status because she had not activated her card Ms [redacted] verified her identity information with our Customer Service Department and the deposit was approved on October 21.Ms [redacted] later purchased a new account on October in order to transfer her direct deposit We advised that a transfer could not be completed because she has not activated a permanent card As a courtesy, we have refunded the fees Ms [redacted] incurred to her original accountOn October 24, Ms [redacted] contacted us again because she still had not receive the expedited card orderWe requested a new card ending with [redacted] to be delivered to the address on file within 7-business daysA member of our Corporate Response Team spoke with Ms [redacted] on October We confirmed that she still may receive her initial card order since it is within ten business days of it being orderedMs [redacted] contacted us back that same day and confirmed she received and activated card ending with ***We apologize for the misinformation that Ms [redacted] received from our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with.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
Thursday, July 7, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim On June 29, 2016, Mr [redacted] contacted us to report an unauthorized transaction that occurred on his account on May We immediately blocked the card to prevent any further unauthorized useWe promptly opened a dispute claim and began our investigationWe also informed Mr [redacted] of the investigation timeframes afforded under Regulation EWe spoke with Mr [redacted] on July 7, to discuss his dispute claimOn July 14, a provisional credit for the disputed amount was issued to MrKielbasinski’s account, while we continued our investigationThe dispute claim is scheduled to be finalized by the end of the business day on August The results of the investigation will be sent to Mr [redacted] in writing within three business days of completing our investigation Mr [redacted] has been provided our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Netspend contacted me right away [redacted] was very professional and understandingI was very satisfied with the resolution Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The reason for my rejection is because although they did contact me I have yet to receive a definite date in when I'm going to get a refundThis is over months and all I've received was the run aroundThe person that I spoke to did nothing but speak to me and repeat the same thing that customer service didTheir is absolutely no resolution to my problemWhich is I never received merchant nor have I received a refundOnce again I've been waiting over months for a simple solutionThen telling me it takes days isn't a resolutionI'm beyond unsatisfied with product and their management or corporate office has done nothing to solve this problem Regards, [redacted] ***
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she was asked to send documents to activate her cardShe wants her money refundedTo help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card accountWhen our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify themNetSpend is compliant with the laws concerning the prepaid debit cardThis information is displayed on the outside of our card packagingOn May 29, 2015, Ms [redacted] provided information while attempting to activate her card, but it could not be verified automaticallyWe requested identity documentation so we could fully activate her cardThe documents received were not acceptable to fully activate the cardThe next day, May 30th, our Risk Department closed her account and requested the funds to be mailed to her in a checkHer information was reviewed again and verified on June 1, That day her card was activated for useNetSpend regrets the inconvenience that Ms [redacted] experienced while trying to activate the cardShe has been given my contact information should she have any further 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 Malik [redacted] concerning his new card that was blocked due to activity on a previous accountHe’s requesting his funds to be returned sooner than days Our Risk Management Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOur Risk Management Team identified risk factors that led to the blocking of an account where Mr [redacted] was listed as a secondary cardholder on January 14, He is no longer eligible for NetSpend services and the factors that led to the account closure are kept internal for security reasons When Mr [redacted] attempted to activate his new card on January 26, 2016, our system blocked the account This new account was closed on January 28th, and Mr [redacted] will receive a check within ten business days We spoke with Mr [redacted] on February 3rd He informed us that he had no knowledge of a past account and it must have been a result of identity theft We suggested he contact the Federal Trade Commission (FTC) at [redacted] or by calling [redacted] The FTC will provide instructions on how to report ID theft to credit bureaus, FTC, police, and affected financial institutionsSince a tax refund was involved on the older account, we gave him information to file a claim with the IRS at www.irs.gov or by calling [redacted] NetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the account blockWe have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Friday, November 3, To Whom It May Concern: Thank you for forwarding Ms [redacted] ’s complaint [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on October 27, by way of telephoneThe email correspondence we sent on November 3, outlined 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 a rebuttal complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she rejects our response because our disputes investigation was unfairShe wants the disputes claim reopened and settled in her favorAs mentioned in our previous response, Ms [redacted] ’s disputes claim is closed with no error found on the transactions that were disputed, and we have sent her documents that supported our claim decisionThis information was relayed to Ms [redacted] on Revdex.com case # Ms [redacted] ’s mother isn’t listed on the account and was not associated with any part of the investigation for her disputes claimWe suggest that Ms [redacted] works with law enforcement in efforts to pursue further investigation of who compromised her accountLaw enforcement can properly pursue anyone that is responsible for stealing funds from Ms [redacted] ’s cardCriminal prosecution is not a part of NetSpend’s claim investigationNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the disputes decisionWe 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 claim As you requested, we addressed this matter directly with Ms [redacted] on April 20, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business daysThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholders concernMs [redacted] has been provided our direct contact information should she 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 his dispute claimOn June 5, 2016, Mr [redacted] reported unauthorized transactions that posted to his accountWe immediately blocked his card to prevent any additional unauthorized use and ordered a replacement We opened a dispute claim and promptly began our investigation We also informed Mr [redacted] of the investigation timeframes afforded under Regulation E.On July 20, we concluded our investigation with no credit being issued to Mr [redacted] account because we did not find an error occurred Based on our investigation, we have reason to believe that the transactions were authorized and that Mr [redacted] benefited from the transactions We reached out to Mr [redacted] on July to discuss the results of his dispute claimA letter detailing the results of our investigation will be mailed to his address on file He should receive this letter within ten business days.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] concerning a NetSpend Prepaid MasterCard he 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 A member from our Corporate Office reached out to Mr [redacted] on February 28, to discuss the card offer he received Upon Mr [redacted] request we permanently blocked the card offer Additionally, we have submitted a request to our Marketing Department to provide information concerning how their name and address were obtained We will provide this information to Mr [redacted] as soon as we receive itWe have also removed Mr [redacted] name and address from our mailing list and he should not receive any future offers from any NetSpend managed programs We have provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] Senior Customer Experience Specialist Netspend, a TSYS Company
Wednesday, December 23, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the blocks that were placed on her accounts She’s requesting the funds from her direct deposits to be expedited to her In an effort to protect NetSpend cardholders, our Risk Management Team regularly monitors their accounts in order to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the blocking of Ms***’ accounts on December 15, As a result of these risk factors, Ms [redacted] is no longer eligible for NetSpend servicesThe direct deposits arrived after her accounts were closed and were automatically returned to the senders on December 18th We reached out to Ms [redacted] by telephone and email on December 23rd to address her concerns, but have not had the opportunity to speak with herNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of her account closureWe have provided her our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Monday, November 23, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the disputes claim that he opened for unauthorized transactions that were made on his account He’s requesting to be refunded for the unauthorized transactionsOn November 2, 2015, Mr [redacted] disputed twelve unauthorized transactions that occurred on his NetSpend card between September 20th and October 24th We informed him that an update would be provided within ten business days, November 17th On the tenth business day, our Disputes Department closed the claim with no error found on the disputed transactions, and no funds were reimbursed to the account On the same day a letter was mailed to him with the results of our investigation We spoke to Mr [redacted] on November 23rd about his disputes claim We have requested for our Disputes Department to mail the documents to Mr [redacted] that support the claim decisionNetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the disputes claim decisionWe 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
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she disputed fraudulent charges that occurred on her card on the same day she was released from the hospitalShe’s requesting to be refunded for the disputed amountOn August 28, 2015, Ms [redacted] reported her card as stolen and disputed seventeen unauthorized transactionsWe informed her that an update would be provided within ten business days from the claim initiation date, September 14thOn the tenth business day, our Disputes Department closed the claim with no error found on the transactions disputedA member of our Corporate Response Team spoke with Ms [redacted] on September 22nd and explained the details of the disputes claim decisionWe’ve also requested for our Disputes Department to mail Ms [redacted] the documents that supports the decision of her disputes claimNetSpend regrets any inconvenience that Ms [redacted] experienced as a result of the disputes claim decisionWe have provided her with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Wednesday, January 4, To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a pending transaction on her Card AccountOn December 19, 2016, we received an authorization request from a merchant, Foot Locker, in the amount of $on Ms [redacted] ’ Card AccountShe contacted us on December 30, and reported the transaction was cancelledWe requested Ms [redacted] to provide us with documentation from the merchant that would confirm they would not be collecting on the authorization in order to release the funds back into her available balance The next day, we reviewed the document sent by Ms [redacted] and we released the funds back to her Card Account balance If a cardholder requests a release of a pending transaction before we receive the merchant’s settlement request, we request written confirmation from the merchant advising that the transaction will not be collectedWe request confirmation for the protection of our cardholders as well as merchants who, having received authorization for a transaction, have the right to collect for legitimate transactions.On December 31, the pending authorization from Foot Locker was released back into Ms [redacted] available balance In response to her communication, a member of our Corporate Response Team reached out to Ms [redacted] on January 4, 2017, but we were unable to speak with her Ms [redacted] accessed her remaining funds on January We have provided Ms [redacted] with our contact information should she have any further 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 verification needed to approve her depositShe’s requesting that we post her deposit as soon as possible.On February 23, 2016, we received Ms [redacted] tax refund, however, we needed additional information to approve the deposit and our Customer Service Department requested that she send us documentationOn February 24th, I spoke with Ms [redacted] to address her concerns, and after review of her documents, we were able to approve her deposit.NetSpend regrets any inconvenience Ms [redacted] experienced while waiting for her deposit to be approvedShe has my contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because.I provided the receipt I was given I can't crap a new one and the receipt I was given states what was returned and far exceeds the $dispute as it was multiple purchases for the items returnedHow about you get off your lazy rear and pull up those items on Lowe's.com and see that it was well over $worth of returned merchandise Regards, [redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a merchant transaction that has been reported as a scam On October 13, Ms [redacted] authorized her card to be charged by merchant, SUPPORTBUDDY for $Ms [redacted] discovered the company was a scam and contacted our Customer Service Department later the same day, to open a dispute claimOur agent informed Ms [redacted] the transaction was still pending status at the time and she would need to call back to dispute the charges once the merchant collected the fundsMs [redacted] contacted us on October 14, and we released the pending authorization back into her available balance; we advised Ms [redacted] that releasing the authorization is not a stop payment and if the merchant who, having received authorization for the transaction, completes the settlement process, she will have to call us to dispute the transaction On October 30, SUPPORTBUDDY posted the transaction to Ms [redacted] account and she contacted us to open a dispute claimWe immediately blocked her card to prevent any additional activity from this merchant We promptly opened a dispute claim and began our investigation We informed Ms [redacted] of the investigation timeframe afforded under Regulation E A member of our Corporate Response Team spoke with Ms [redacted] on November 1, to discuss the transactionOur records show that on November 1, the merchant credited the full amount to Ms [redacted] account 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
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend Western Union card that was mailed to her that she did not orderShe’s requesting for NetSpend to remove her information from our system, and to not receive card offers going forward NetSpend works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit cardWe mail those consumers card offersThe card offer is not active and the card cannot be used unless activatedOur activation verifies the identity of each potential cardholder as a part of our Customer Information ProgramThis ensures that the card can only be used by the intended recipientDuring the offer activation, we collect social security number and date of birth to verify identity onlyThere is no credit check involved because our Prepaid Debit Card is not a credit cardThe primary cardholder must be at least years of age On January 22, 2016, we reached out to Ms [redacted] by telephone and email We have not had the opportunity to speak with her, but will address her concerns when she returns our callWe have canceled the card offer that was sent, and have updated our systems to prevent future card offers from being mailed to her address Additionally, we have submitted a request to our Marketing Department in order to confirm how Ms [redacted] ’s name and address was obtainedWe will convey that information to her once it is received We regret any inconvenience that Ms [redacted] experienced as a result of this card offerShe has been given our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Tuesday, January 24, 2017To Whom It May Concern:We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her dispute claims We appreciate Ms [redacted] additional comments After our reinvestigation of Ms [redacted] dispute claim [redacted] , we determined that it was handled properly and that we did not find that an error occurred A member of our Corporate Customer Experience Team spoke with Ms [redacted] on January 26, and she explained the conditions that lead to her disputed transactions We opened a new dispute claim [redacted] on transactions that Ms [redacted] did not include in her first dispute claim We also informed Ms [redacted] of the timeframe afforded under Regulation E On January 27, we concluded our investigation of claim [redacted] and did not find that an error occurredWe informed Ms [redacted] of the results by telephone and sent her and email with the details She will receive a letter detailing the results of her dispute claim within ten business days to the address on file We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Customer Experience AnalystNetSpend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a card she has not receivedOn October 12, 2016, Ms [redacted] applied for a NetSpend account on our website and card ending with [redacted] was mailed to the address she provided On October 18, Ms [redacted] contacted our Customer Service Department because she had not received her card yetWe requested a new card ending with [redacted] to be expedited to Ms [redacted] address on fileOn October 19, we received a direct deposit for Ms [redacted] account The deposit went into a pending status because she had not activated her card Ms [redacted] verified her identity information with our Customer Service Department and the deposit was approved on October 21.Ms [redacted] later purchased a new account on October in order to transfer her direct deposit We advised that a transfer could not be completed because she has not activated a permanent card As a courtesy, we have refunded the fees Ms [redacted] incurred to her original accountOn October 24, Ms [redacted] contacted us again because she still had not receive the expedited card orderWe requested a new card ending with [redacted] to be delivered to the address on file within 7-business daysA member of our Corporate Response Team spoke with Ms [redacted] on October We confirmed that she still may receive her initial card order since it is within ten business days of it being orderedMs [redacted] contacted us back that same day and confirmed she received and activated card ending with ***We apologize for the misinformation that Ms [redacted] received from our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with.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
Thursday, July 7, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim On June 29, 2016, Mr [redacted] contacted us to report an unauthorized transaction that occurred on his account on May We immediately blocked the card to prevent any further unauthorized useWe promptly opened a dispute claim and began our investigationWe also informed Mr [redacted] of the investigation timeframes afforded under Regulation EWe spoke with Mr [redacted] on July 7, to discuss his dispute claimOn July 14, a provisional credit for the disputed amount was issued to MrKielbasinski’s account, while we continued our investigationThe dispute claim is scheduled to be finalized by the end of the business day on August The results of the investigation will be sent to Mr [redacted] in writing within three business days of completing our investigation Mr [redacted] has been provided our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Netspend contacted me right away [redacted] was very professional and understandingI was very satisfied with the resolution Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The reason for my rejection is because although they did contact me I have yet to receive a definite date in when I'm going to get a refundThis is over months and all I've received was the run aroundThe person that I spoke to did nothing but speak to me and repeat the same thing that customer service didTheir is absolutely no resolution to my problemWhich is I never received merchant nor have I received a refundOnce again I've been waiting over months for a simple solutionThen telling me it takes days isn't a resolutionI'm beyond unsatisfied with product and their management or corporate office has done nothing to solve this problem Regards, [redacted] ***