Tuesday, April 25, To Whom It May Concern:Thank you for forwarding Ms [redacted] complaint # [redacted] to usAs you requested, we addressed this matter concerning Ms [redacted] Card AccountWe reached out to her by telephone and email on April 19, and 25, but unfortunately we have not had the opportunity to speak with herWe informed her in an email of the sequence of events and the resolutionThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernMs [redacted] has been provided with our direct contact information should she have any additional questions concerning this matterThank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim On October 23, 2016, Ms [redacted] contacted us to report an unauthorized charge on her account We immediately blocked the card to prevent additional unauthorized usage and ordered her a replacement We informed Ms [redacted] that the transaction was still in a pending status at the time and she would need to call back to dispute the charge once the merchant collected the funds Ms [redacted] opened a dispute claim for the charge from Direct TV on the next day We promptly opened a dispute claim and began our investigation We also informed Ms [redacted] of the investigation timeframe afforded under Regulation E We concluded our initial investigation on November 7, and determined that Ms [redacted] ’ dispute claim was not eligible for a provisional credit, but we are continuing our efforts to investigate the claim The claim is scheduled to be finalized by the end of the day December The results of the investigation will be sent to Ms [redacted] in writing within business days of completing our investigation A member of our Corporate Customer Response Team spoke with Ms [redacted] on December to discuss her dispute claim We advised that a provisional credit was not applied to her account due to not receiving her letter of dispute within the first ten business daysWe also explained that the chargeback process removes the disputed funds from the merchant, but the funds are not credited to either party until the claim finalizes On December 8, the claim was finalized and we issued full reimbursement for the dispute transaction to Ms [redacted] ’s account We apologize for the service that Ms [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with Ms [redacted] has been provided with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend, A TSYS Company
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I appreciate the reversal from the first claim but this complaint was initiated due to the fact the my current claim was not processed as it should have been according to the documentation I receivedI have given my facts and I have the documentation and they are still ignoring these facts
Tuesday, November 08, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her NetSpend cardOn November 3, 2016, someone claiming to be Ms [redacted] reported the card ending [redacted] to be lost/stolen We promptly blocked the card to prevent unauthorized account activity A new card was ordered and Ms [redacted] was informed it would arrive within 7-business days In response to her communication, we spoke with Ms [redacted] on November We expedited a new card to her address on file and waived the shipping cost The card was delivered on November We apologize for the service that Ms [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with.Ms [redacted] has been provided our contact information should he have any additional questions or concerns 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 her payroll was deposited to an old NetSpend cardShe purchased a new card to transfer her funds, but it could not be activated because of a previous account with a negative balanceShe’s requesting access to the deposit sent to the old accountOn September 17, 2015, Ms [redacted] ’s deposit was received to her account that went into a dormant statusAs a result of not having an active personalized card on this account, the direct deposit was pending for manual reviewMs [redacted] purchased a new NetSpend card on September 19th with the intentions of moving her funds from the old accountWhen she attempted to activate the new card, our system recognized the previous negative balance and placed a block on the new accountNo funds could be transferred to the new accountWe ordered a personalized card for Ms [redacted] on September 21stWe reached out to Ms [redacted] by telephone and email on October 1stWe have not spoken with her as of yet, but we ordered another card to be expedited to her addressShe will receive this card in – days so that she can have access to the deposited fundsWhen returns our call, we will go over her options for the new card she purchased, and will send her the account history that shows the outstanding balanceNetSpend regrets the inconvenience that Ms [redacted] experienced with accessing her deposit, and activating her new cardWe have provided her our contact information should she have any additional questions or concernsWe will also send Ms [redacted] a follow up letter to address her concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with his Netspend card and the information requested to unblock itOur 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 Mr [redacted] account on May 10th, The factors that lead to the account block are kept internal for security reasonsMr [redacted] provided documents to verify his information and our Risk Department removed the block on April 8th.The NetSpend packaging that the card comes with also has important information that notifies the consumer of basic fees that are associated with the cardThis information is also available on our website On April 8th, 2016, I spoke with Mr [redacted] by phone We issued him a partial credit for the fees assessed on his account and transferred his available funds to his Skylight account.NetSpend regrets the inconvenience Mr [redacted] experienced with the fees charged to his accountWe have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because:I don't know who Ms [redacted] is??? Also rejecting because the packaging of the prepaid card says signature purchases are charged a $while I only made purchase online at www.usps.com and this is NOT a signature purchaseWhen I initially called in, I was told that I signed for the purchase but I didn'tLike I said it was an online purchaseSo the company lied and charge me a $fee anywaysThere were then other fees tacked on, which later was credited back to the accountFFinally, I do not accept the response because I have not received my refund check in the mailOver the phone I was told that there was a $check request feeI'm not paying this when I'm owed a full refundOnce I receive my refund in full you can close this case I necessary, I can upload the phone call that was recorded and display it publicly in its entirety on YouTubeI have a total of phone calls recorded in which particular phone call went over hour in length because the agent refused to transfer me to any available sulervisorHe kept stating that I needed to give him a "valid" reason for the transferHe continued to play games and kept putting me on holdIs a quite entertaining phone call which shows the true side of this company's lack of customer service [redacted]
Complaint: [redacted] I am rejecting this response because: I still haven't received a response after the information was sent back over to the dispute teamI sent over information to verify my stay in the hospital but I haven't received anymore updates or a check from my balance Regards, [redacted] ***
Wednesday, November 30, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the suspension of her overdraft protectionBecause the Optional Overdraft Protection Program is an expensive service, we are required to monitor each Cardholder’s use of the program to determine if it is being used excessively, and to limit the amount of fees that are assessed to the Cardholder On November 9, Ms [redacted] ’ Overdraft Protection Program was temporarily suspended Limitations associated with the Overdraft Protection Program are also described in the terms and conditions that Ms [redacted] accepted when she enrolled in the Service: “Overdraft Protection is offered in our sole and absolute discretion as a non-contractual courtesy to you, and as such, we may elect to deactivate Overdraft Protection for your Card Account at any time, refuse to authorize any transaction that exceeds your Card Account balance, modify eligibility or activation requirements, modify or change the Overdraft Protection Service Fee, limits, or any other aspect of the Service, and/or terminate the Overdraft Protection Service in its entirety at any time.”In response to her communication we reached out to Ms [redacted] on November 28, to discuss her Optional Overdraft Protection Program, but unfortunately, we have not had the opportunity to speak with herAs a reminder, you may opt-out of Optional Overdraft Protection Program at any time by calling [redacted] or by visiting www.netspend.comIf you decide to maintain your enrollment, the current Optional Overdraft Protection Program suspension ends on February 7, 2017.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
Monday, April 10, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim and Card Account closure On February 15, 2017, Ms [redacted] contacted our Customer Service Department to dispute an unauthorized cardholder to cardholder transfer from her Card Account We immediately blocked the transfer feature on Ms [redacted] Card Account and promptly opened dispute claim and began our investigation We also informed Ms [redacted] of the investigation timeframe afforded under Regulation E On March 16, we did not find that an error occurred and the dispute claim was closedOn March 30, we identified several risk factors associated with Ms [redacted] Card Account These risk factors are not shared with consumers for security reasons As a result, the decision was made to close her Card Account and we are no longer able to offer her NetSpend servicesA member of our Corporate Office spoke with Ms [redacted] on March 29, and provided further insight about her Card Account closure Ms [redacted] will receive a refund check for her Card Account balance that is not being reviewed by the IRS within ten business days to her address on file Once the IRS completes their investigation, we will send the remaining funds on Ms [redacted] Card Account back to themWe are sorry to hear that Ms [redacted] had a bad experience with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with to ensure that they receive appropriate coaching on our policies and proceduresMs [redacted] has been provided with our direct contact information should she have any additional questions concerning this matter Thank you, [redacted] Customer Experience AnalystNetspend, a TSYS Company
Monday, July 18, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his card activation We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with us When our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed on 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 the fees are listed on the outside cover for viewing before purchasing.On July 15, 2016, Mr [redacted] attempted to activate his new NetSpend card, but his identity information could not be automatically verified We requested him to provide copies of his identification documents to verify his identity manually Mr [redacted] declined the option to send in identification documents In response to his communication, we spoke with Mr [redacted] on July 18, to explain the options for accessing the funds on his card He elected to have the card converted to “Limited Use” This option allows him to use the card for in-store purchases only Once the funds are dispensed, the card can be discarded We have provided Mr [redacted] with our contact information should he have any additional question or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Wednesday, February 14, To Whom It May Concern: Thank you for forwarding MsCarol [redacted] ’ complaint [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on February 13, and 14, by telephoneWe emailed Ms [redacted] the details outlining our actions to resolve her complaintThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist [redacted] a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that the card agreement allows her to use overdraft times per month, but our customer service advised her that she is over the limitShe wants the overdraft protection to be reactivated on her cardThe Optional Overdraft Protection Program (ODP) allows eligible customers with direct deposit to complete transactions that would normally be declined for insufficient fundsEach time the card balance goes into the negative beyond the $buffer, a $ODP fee is incurredNetSpend will only collect three overdraft fees per calendar monthNetSpend must remain compliant with regulations that govern financial industriesIn order to remain compliant, our policy requires NetSpend to monitor each cardholder’s use of the Optional Overdraft Protection service, and suspend it if too many overdrafts are incurredOn July 19, 2015, Ms [redacted] ’ ODP service on her account went into a temporary cooling off period for thirty daysThe ODP will become eligible for activation again on August 18th as long as Ms [redacted] opts back into ODP, and meets the requirements to reactive the serviceWe apologize for the inconvenience that Ms [redacted] experienced as a result of the ODP suspensionWe 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, November 15, To Whom It May Concern: Thank you for forwarding Ms [redacted] ***’ complaint [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on November 7, by way of telephoneWe informed Ms [redacted] by email on November 15, 2017, of our actions to resolve her complaintThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] * [redacted] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the funds on her account On July 15, 2016, Ms [redacted] contacted us to activate her recently purchased NetSpend card While verifying her identity, our system recognized that she had a previous account with a negative balance and automatically blocked the account Additionally, our Risk Management Department closed Ms [redacted] ’s account due to risk factors identified on April 28, As a result, she is no longer eligible for products management by NetSpend A member of our Corporate Response Team spoke with Ms [redacted] on July and confirmed that we did not use the new funds to recover the previous negative balanceWe also advised Ms [redacted] that her account was set to ‘Limited Use’The ‘Limited Use’ option allows the card to be used for PIN based transactions and in-store purchases only Once all the funds are dispensed, the account will close and the card can be discarded because it cannot be reloaded On July 19, Ms [redacted] was able to access all of her funds We apologize for the service that Ms [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents she 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 Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a pending MoneyGram transaction on his account that he’s requesting to be released back into his account balance On October 15, 2015, a $MoneyGram transaction was initiated on Mr [redacted] ’s account As a courtesy, we released the pending transaction from MoneyGram back into Mr [redacted] ’s account on November 3rd Releasing this transaction is not a void or cancellation of the original transaction If MoneyGram collects the funds later, Mr [redacted] has the options to either work with the merchant to retrieve his funds, or file a dispute through NetSpend The Office of Foreign Assets Control (OFAC) of the US Department of the Treasury administers and enforces economic and trade sanctions based on US foreign policy and national security goals against targeted foreign countries and regimes, terrorists, international narcotics traffickers, those engaged in activities related to the proliferation of weapons of mass destruction, and other threats to the national security, foreign policy or economy of the United StatesUkraine is a country that’s identified on the OFAC list, which is why Mr [redacted] ’s MoneyGram transaction could not process to his accountNetSpend is totally compliant with the laws established by the US Government We regret any inconvenience that this has caused Mr [redacted] He has been given 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 refund check she has not receivedOn December 17, 2015, a check was mailed to Ms [redacted] address we had on fileMs [redacted] began calling Netspend on December 31st advising she has not received the checkThe address on file was not correct and we updated itOn April 5th, I spoke with Ms [redacted] to address her concernsWe have updated her address again and a check was mailed to her on April 4th, which she should receive within business days.NetSpend regrets any inconvenience that Ms [redacted] experienced while waiting to receive her checkShe has been given our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that her card was blocked in 2013, but an unauthorized transaction took place on her cardA provisional credit for her disputes claim was credited to her account, but was later reversedMs [redacted] is requesting a refund for the disputed amount of $On August 3, 2015, we contacted Ms [redacted] and informed her that her disputes claim was reviewed and paid out for the disputed amount of $Ms [redacted] ’ card was blocked as lost on March 26, That same card expired on October 31, When the unauthorized transaction from Motel attempted to charge her card on May 31, 2015, we declined the transaction due to the card blockThe next day the merchant forced the transaction through, and collected from Ms [redacted] ’ blocked cardThe transaction was a merchant error, and NetSpend will charge the transaction back to themNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the unauthorized transaction from Motel Should she have any additional questions or concerns, she can call [redacted] Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, March 10, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim On November 11, 2016, Mr [redacted] disputed a transaction from PayPal *Jeulia.com for $that posted on his Card Account We promptly opened dispute claim [redacted] and began our investigation We also informed Mr [redacted] of the investigation timeframe afforded under Regulation E We concluded our investigation on Mr [redacted] dispute claim [redacted] on December 23, 2016, and no credit was issued because we did not find that an error occurred We received supporting documentation from the merchant involved in Mr [redacted] dispute claim [redacted] that validated the transaction.A member from our Corporate Office reached out to Mr [redacted] on March 10, 2017, to provide further insight about his dispute claim [redacted] We re-reviewed the investigation of Mr [redacted] dispute claim [redacted] , and issued full reimbursement for the disputed transaction We notified Mr [redacted] about his dispute claim through email on March We are sorry to hear that Mr [redacted] had a bad experience with our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with to ensure that they receive appropriate coaching on our policies and proceduresWe have provided Mr [redacted] with our direct contact information should he have any additional questions concerning this matter Thank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: Thank you for forwarding Ms [redacted] ’s complaint to usWe contacted Ms [redacted] on September 25, to discuss her open dispute claim, direct deposits, and the temporary restriction on her accountOur records show that Ms [redacted] has received direct deposits from her employer, ***’s Indiana, on September 01, 2017, September 08, 2017, and September 15, Our records show that Ms [redacted] contacted us on September 08, to release a pending transaction from Sling.comWe released the transaction back into Ms [redacted] ’s available balance that same day and advised that this was not a stop paymentWe explained that if the merchant collected the transaction at a later time that a dispute claim would need to be opened to investigate the transaction with the merchantSling.com later collected the transaction on September 10, Ms [redacted] contacted us on September 12, to open a dispute claim for the unauthorized transaction made with her cardWe immediately blocked the card involved to prevent any further unauthorized use and began our investigation of her claimAn update concerning the investigation of the claim will be available to Ms [redacted] by October 11, Our Risk Management Team placed a temporary restriction on Ms [redacted] ’s account on September 13, because we detected suspicious activityFor the protection of her account, we asked Ms [redacted] to provide copies of her identification documents to validate her identityOn September 25, 2017, September 26, and September 29, our Risk Management Team attempted to call Ms [redacted] at the phone numbers on her account to validate her identity but have been unable to reach herWe sent her an email containing our Risk Management Team’s phone number so that she could call us and complete the verificationBecause of the suspicious activity identified, it is urgent that we speak with Ms [redacted] as soon as possibleWe’ve made multiple attempts to reach her but have been unsuccessfulHer case has been assigned to a Corporate Customer Response Team Analyst, ***Should she contact our Customer Service Department we have left notes on her account for her to be connected with [redacted] or our Fraud Department to further assist her with this matter Thank you, [redacted] - [redacted] Customer Experience Director Netspend, a TSYS Company
Tuesday, April 25, To Whom It May Concern:Thank you for forwarding Ms [redacted] complaint # [redacted] to usAs you requested, we addressed this matter concerning Ms [redacted] Card AccountWe reached out to her by telephone and email on April 19, and 25, but unfortunately we have not had the opportunity to speak with herWe informed her in an email of the sequence of events and the resolutionThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernMs [redacted] has been provided with our direct contact information should she have any additional questions concerning this matterThank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim On October 23, 2016, Ms [redacted] contacted us to report an unauthorized charge on her account We immediately blocked the card to prevent additional unauthorized usage and ordered her a replacement We informed Ms [redacted] that the transaction was still in a pending status at the time and she would need to call back to dispute the charge once the merchant collected the funds Ms [redacted] opened a dispute claim for the charge from Direct TV on the next day We promptly opened a dispute claim and began our investigation We also informed Ms [redacted] of the investigation timeframe afforded under Regulation E We concluded our initial investigation on November 7, and determined that Ms [redacted] ’ dispute claim was not eligible for a provisional credit, but we are continuing our efforts to investigate the claim The claim is scheduled to be finalized by the end of the day December The results of the investigation will be sent to Ms [redacted] in writing within business days of completing our investigation A member of our Corporate Customer Response Team spoke with Ms [redacted] on December to discuss her dispute claim We advised that a provisional credit was not applied to her account due to not receiving her letter of dispute within the first ten business daysWe also explained that the chargeback process removes the disputed funds from the merchant, but the funds are not credited to either party until the claim finalizes On December 8, the claim was finalized and we issued full reimbursement for the dispute transaction to Ms [redacted] ’s account We apologize for the service that Ms [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with Ms [redacted] has been provided with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend, A TSYS Company
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I appreciate the reversal from the first claim but this complaint was initiated due to the fact the my current claim was not processed as it should have been according to the documentation I receivedI have given my facts and I have the documentation and they are still ignoring these facts
Tuesday, November 08, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her NetSpend cardOn November 3, 2016, someone claiming to be Ms [redacted] reported the card ending [redacted] to be lost/stolen We promptly blocked the card to prevent unauthorized account activity A new card was ordered and Ms [redacted] was informed it would arrive within 7-business days In response to her communication, we spoke with Ms [redacted] on November We expedited a new card to her address on file and waived the shipping cost The card was delivered on November We apologize for the service that Ms [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with.Ms [redacted] has been provided our contact information should he have any additional questions or concerns 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 her payroll was deposited to an old NetSpend cardShe purchased a new card to transfer her funds, but it could not be activated because of a previous account with a negative balanceShe’s requesting access to the deposit sent to the old accountOn September 17, 2015, Ms [redacted] ’s deposit was received to her account that went into a dormant statusAs a result of not having an active personalized card on this account, the direct deposit was pending for manual reviewMs [redacted] purchased a new NetSpend card on September 19th with the intentions of moving her funds from the old accountWhen she attempted to activate the new card, our system recognized the previous negative balance and placed a block on the new accountNo funds could be transferred to the new accountWe ordered a personalized card for Ms [redacted] on September 21stWe reached out to Ms [redacted] by telephone and email on October 1stWe have not spoken with her as of yet, but we ordered another card to be expedited to her addressShe will receive this card in – days so that she can have access to the deposited fundsWhen returns our call, we will go over her options for the new card she purchased, and will send her the account history that shows the outstanding balanceNetSpend regrets the inconvenience that Ms [redacted] experienced with accessing her deposit, and activating her new cardWe have provided her our contact information should she have any additional questions or concernsWe will also send Ms [redacted] a follow up letter to address her concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with his Netspend card and the information requested to unblock itOur 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 Mr [redacted] account on May 10th, The factors that lead to the account block are kept internal for security reasonsMr [redacted] provided documents to verify his information and our Risk Department removed the block on April 8th.The NetSpend packaging that the card comes with also has important information that notifies the consumer of basic fees that are associated with the cardThis information is also available on our website On April 8th, 2016, I spoke with Mr [redacted] by phone We issued him a partial credit for the fees assessed on his account and transferred his available funds to his Skylight account.NetSpend regrets the inconvenience Mr [redacted] experienced with the fees charged to his accountWe have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because:I don't know who Ms [redacted] is??? Also rejecting because the packaging of the prepaid card says signature purchases are charged a $while I only made purchase online at www.usps.com and this is NOT a signature purchaseWhen I initially called in, I was told that I signed for the purchase but I didn'tLike I said it was an online purchaseSo the company lied and charge me a $fee anywaysThere were then other fees tacked on, which later was credited back to the accountFFinally, I do not accept the response because I have not received my refund check in the mailOver the phone I was told that there was a $check request feeI'm not paying this when I'm owed a full refundOnce I receive my refund in full you can close this case I necessary, I can upload the phone call that was recorded and display it publicly in its entirety on YouTubeI have a total of phone calls recorded in which particular phone call went over hour in length because the agent refused to transfer me to any available sulervisorHe kept stating that I needed to give him a "valid" reason for the transferHe continued to play games and kept putting me on holdIs a quite entertaining phone call which shows the true side of this company's lack of customer service [redacted]
Complaint: [redacted] I am rejecting this response because: I still haven't received a response after the information was sent back over to the dispute teamI sent over information to verify my stay in the hospital but I haven't received anymore updates or a check from my balance Regards, [redacted] ***
Wednesday, November 30, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the suspension of her overdraft protectionBecause the Optional Overdraft Protection Program is an expensive service, we are required to monitor each Cardholder’s use of the program to determine if it is being used excessively, and to limit the amount of fees that are assessed to the Cardholder On November 9, Ms [redacted] ’ Overdraft Protection Program was temporarily suspended Limitations associated with the Overdraft Protection Program are also described in the terms and conditions that Ms [redacted] accepted when she enrolled in the Service: “Overdraft Protection is offered in our sole and absolute discretion as a non-contractual courtesy to you, and as such, we may elect to deactivate Overdraft Protection for your Card Account at any time, refuse to authorize any transaction that exceeds your Card Account balance, modify eligibility or activation requirements, modify or change the Overdraft Protection Service Fee, limits, or any other aspect of the Service, and/or terminate the Overdraft Protection Service in its entirety at any time.”In response to her communication we reached out to Ms [redacted] on November 28, to discuss her Optional Overdraft Protection Program, but unfortunately, we have not had the opportunity to speak with herAs a reminder, you may opt-out of Optional Overdraft Protection Program at any time by calling [redacted] or by visiting www.netspend.comIf you decide to maintain your enrollment, the current Optional Overdraft Protection Program suspension ends on February 7, 2017.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
Monday, April 10, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim and Card Account closure On February 15, 2017, Ms [redacted] contacted our Customer Service Department to dispute an unauthorized cardholder to cardholder transfer from her Card Account We immediately blocked the transfer feature on Ms [redacted] Card Account and promptly opened dispute claim and began our investigation We also informed Ms [redacted] of the investigation timeframe afforded under Regulation E On March 16, we did not find that an error occurred and the dispute claim was closedOn March 30, we identified several risk factors associated with Ms [redacted] Card Account These risk factors are not shared with consumers for security reasons As a result, the decision was made to close her Card Account and we are no longer able to offer her NetSpend servicesA member of our Corporate Office spoke with Ms [redacted] on March 29, and provided further insight about her Card Account closure Ms [redacted] will receive a refund check for her Card Account balance that is not being reviewed by the IRS within ten business days to her address on file Once the IRS completes their investigation, we will send the remaining funds on Ms [redacted] Card Account back to themWe are sorry to hear that Ms [redacted] had a bad experience with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with to ensure that they receive appropriate coaching on our policies and proceduresMs [redacted] has been provided with our direct contact information should she have any additional questions concerning this matter Thank you, [redacted] Customer Experience AnalystNetspend, a TSYS Company
Monday, July 18, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his card activation We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with us When our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed on 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 the fees are listed on the outside cover for viewing before purchasing.On July 15, 2016, Mr [redacted] attempted to activate his new NetSpend card, but his identity information could not be automatically verified We requested him to provide copies of his identification documents to verify his identity manually Mr [redacted] declined the option to send in identification documents In response to his communication, we spoke with Mr [redacted] on July 18, to explain the options for accessing the funds on his card He elected to have the card converted to “Limited Use” This option allows him to use the card for in-store purchases only Once the funds are dispensed, the card can be discarded We have provided Mr [redacted] with our contact information should he have any additional question or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Wednesday, February 14, To Whom It May Concern: Thank you for forwarding MsCarol [redacted] ’ complaint [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on February 13, and 14, by telephoneWe emailed Ms [redacted] the details outlining our actions to resolve her complaintThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist [redacted] a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that the card agreement allows her to use overdraft times per month, but our customer service advised her that she is over the limitShe wants the overdraft protection to be reactivated on her cardThe Optional Overdraft Protection Program (ODP) allows eligible customers with direct deposit to complete transactions that would normally be declined for insufficient fundsEach time the card balance goes into the negative beyond the $buffer, a $ODP fee is incurredNetSpend will only collect three overdraft fees per calendar monthNetSpend must remain compliant with regulations that govern financial industriesIn order to remain compliant, our policy requires NetSpend to monitor each cardholder’s use of the Optional Overdraft Protection service, and suspend it if too many overdrafts are incurredOn July 19, 2015, Ms [redacted] ’ ODP service on her account went into a temporary cooling off period for thirty daysThe ODP will become eligible for activation again on August 18th as long as Ms [redacted] opts back into ODP, and meets the requirements to reactive the serviceWe apologize for the inconvenience that Ms [redacted] experienced as a result of the ODP suspensionWe 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, November 15, To Whom It May Concern: Thank you for forwarding Ms [redacted] ***’ complaint [redacted] to usAs you requested, we addressed this matter directly with Ms [redacted] on November 7, by way of telephoneWe informed Ms [redacted] by email on November 15, 2017, of our actions to resolve her complaintThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] * [redacted] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the funds on her account On July 15, 2016, Ms [redacted] contacted us to activate her recently purchased NetSpend card While verifying her identity, our system recognized that she had a previous account with a negative balance and automatically blocked the account Additionally, our Risk Management Department closed Ms [redacted] ’s account due to risk factors identified on April 28, As a result, she is no longer eligible for products management by NetSpend A member of our Corporate Response Team spoke with Ms [redacted] on July and confirmed that we did not use the new funds to recover the previous negative balanceWe also advised Ms [redacted] that her account was set to ‘Limited Use’The ‘Limited Use’ option allows the card to be used for PIN based transactions and in-store purchases only Once all the funds are dispensed, the account will close and the card can be discarded because it cannot be reloaded On July 19, Ms [redacted] was able to access all of her funds We apologize for the service that Ms [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents she 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 Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a pending MoneyGram transaction on his account that he’s requesting to be released back into his account balance On October 15, 2015, a $MoneyGram transaction was initiated on Mr [redacted] ’s account As a courtesy, we released the pending transaction from MoneyGram back into Mr [redacted] ’s account on November 3rd Releasing this transaction is not a void or cancellation of the original transaction If MoneyGram collects the funds later, Mr [redacted] has the options to either work with the merchant to retrieve his funds, or file a dispute through NetSpend The Office of Foreign Assets Control (OFAC) of the US Department of the Treasury administers and enforces economic and trade sanctions based on US foreign policy and national security goals against targeted foreign countries and regimes, terrorists, international narcotics traffickers, those engaged in activities related to the proliferation of weapons of mass destruction, and other threats to the national security, foreign policy or economy of the United StatesUkraine is a country that’s identified on the OFAC list, which is why Mr [redacted] ’s MoneyGram transaction could not process to his accountNetSpend is totally compliant with the laws established by the US Government We regret any inconvenience that this has caused Mr [redacted] He has been given 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 refund check she has not receivedOn December 17, 2015, a check was mailed to Ms [redacted] address we had on fileMs [redacted] began calling Netspend on December 31st advising she has not received the checkThe address on file was not correct and we updated itOn April 5th, I spoke with Ms [redacted] to address her concernsWe have updated her address again and a check was mailed to her on April 4th, which she should receive within business days.NetSpend regrets any inconvenience that Ms [redacted] experienced while waiting to receive her checkShe has been given our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that her card was blocked in 2013, but an unauthorized transaction took place on her cardA provisional credit for her disputes claim was credited to her account, but was later reversedMs [redacted] is requesting a refund for the disputed amount of $On August 3, 2015, we contacted Ms [redacted] and informed her that her disputes claim was reviewed and paid out for the disputed amount of $Ms [redacted] ’ card was blocked as lost on March 26, That same card expired on October 31, When the unauthorized transaction from Motel attempted to charge her card on May 31, 2015, we declined the transaction due to the card blockThe next day the merchant forced the transaction through, and collected from Ms [redacted] ’ blocked cardThe transaction was a merchant error, and NetSpend will charge the transaction back to themNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the unauthorized transaction from Motel Should she have any additional questions or concerns, she can call [redacted] Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, March 10, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claim On November 11, 2016, Mr [redacted] disputed a transaction from PayPal *Jeulia.com for $that posted on his Card Account We promptly opened dispute claim [redacted] and began our investigation We also informed Mr [redacted] of the investigation timeframe afforded under Regulation E We concluded our investigation on Mr [redacted] dispute claim [redacted] on December 23, 2016, and no credit was issued because we did not find that an error occurred We received supporting documentation from the merchant involved in Mr [redacted] dispute claim [redacted] that validated the transaction.A member from our Corporate Office reached out to Mr [redacted] on March 10, 2017, to provide further insight about his dispute claim [redacted] We re-reviewed the investigation of Mr [redacted] dispute claim [redacted] , and issued full reimbursement for the disputed transaction We notified Mr [redacted] about his dispute claim through email on March We are sorry to hear that Mr [redacted] had a bad experience with our Customer Service Department We have reported this incident to the management staff of the customer service agents he spoke with to ensure that they receive appropriate coaching on our policies and proceduresWe have provided Mr [redacted] with our direct contact information should he have any additional questions concerning this matter Thank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: Thank you for forwarding Ms [redacted] ’s complaint to usWe contacted Ms [redacted] on September 25, to discuss her open dispute claim, direct deposits, and the temporary restriction on her accountOur records show that Ms [redacted] has received direct deposits from her employer, ***’s Indiana, on September 01, 2017, September 08, 2017, and September 15, Our records show that Ms [redacted] contacted us on September 08, to release a pending transaction from Sling.comWe released the transaction back into Ms [redacted] ’s available balance that same day and advised that this was not a stop paymentWe explained that if the merchant collected the transaction at a later time that a dispute claim would need to be opened to investigate the transaction with the merchantSling.com later collected the transaction on September 10, Ms [redacted] contacted us on September 12, to open a dispute claim for the unauthorized transaction made with her cardWe immediately blocked the card involved to prevent any further unauthorized use and began our investigation of her claimAn update concerning the investigation of the claim will be available to Ms [redacted] by October 11, Our Risk Management Team placed a temporary restriction on Ms [redacted] ’s account on September 13, because we detected suspicious activityFor the protection of her account, we asked Ms [redacted] to provide copies of her identification documents to validate her identityOn September 25, 2017, September 26, and September 29, our Risk Management Team attempted to call Ms [redacted] at the phone numbers on her account to validate her identity but have been unable to reach herWe sent her an email containing our Risk Management Team’s phone number so that she could call us and complete the verificationBecause of the suspicious activity identified, it is urgent that we speak with Ms [redacted] as soon as possibleWe’ve made multiple attempts to reach her but have been unsuccessfulHer case has been assigned to a Corporate Customer Response Team Analyst, ***Should she contact our Customer Service Department we have left notes on her account for her to be connected with [redacted] or our Fraud Department to further assist her with this matter Thank you, [redacted] - [redacted] Customer Experience Director Netspend, a TSYS Company