To Whom It May Concern: We received complaint # [redacted] filed with your office by Joseph [redacted] concerning our direct deposit posting process to his Skylight Financial account managed by NetSpend CorporationMr [redacted] direct deposit is governed by the National Automated Clearing House Association (NACHA) Operating Rules NetSpend processed Mr [redacted] direct deposit properly in accordance with the NACHA Rules The NACHA rules govern the roles and responsibilities of financial institutions and ACH Network participants The senders of each ACH deposit to Mr [redacted] account include a settlement date for the electronic funds NetSpend posts the funds from each deposit on the settlement date in accordance with the NACHA Operating Rules The funds are available on Mr [redacted] account for transactions after the ACH deposit posts This available balance is presented to our cardholders by telephone, text message, and internet so they can complete charges without incurring overdraft fees We reached out to Mr [redacted] on March 15, 2016, but unfortunately, we have been unable to speak with him We will assist with his concerns when he returns our call NetSpend regrets any inconvenience that Mr [redacted] experienced with his direct deposit posting We have provided him our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she purchased a product and the website later told her it was counterfeitShe requested that NetSpend get her money backOn February 3, 2015, Shimbtech collected $from Ms [redacted] ’s NetSpend cardShe called to dispute this charge on March 16thWe did not issue a provisional credit due to this being a transaction that was authorized by Ms [redacted] Since this was a foreign company, the disputes claim has a day timeframe with a final date on June 16thWe closed her claim on May 5th because the charge was validated by the merchantNo funds were recovered from the merchantWe mailed a closure letter and the documents used to arrive at our decision to Ms [redacted] We spoke with Ms [redacted] on June 18th concerning the closed disputes claimShe informed us that the product was never returned to the merchant because the website closed and she could not get a return addressShe also informed us that her address has changedWe requested the disputes documents to be mailed again to her new addressNetSpend regrets the disputes claim decision was not in Mr [redacted] ’s favorShe has been given my contact information if she has any questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] requesting to view her account statement for December On January 7, we spoke with Mrs [redacted] and she inform us that she used the online website www.netspend.com to view her December statementWe also emailed her the account history statements for her recordsMrs [redacted] has our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Mr [redacted] states that he received an unsolicited prepaid card from NetSpend with his name on itHe wants to be removed from our marketing list and does not want to receive any more cardsNetSpend 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 cardOn August 4, 2015, we reached out to Mr [redacted] by telephone and emailWe informed him that our system has been updated so no future card offers will be sentWe regret any inconvenience Mr [redacted] experienced as a result of this card offerHe has been given our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, August 25, To Whom It May Concern: Thank you for forwarding Mr [redacted] complaint # [redacted] to usNetSpend relies on affiliate marketing services as a source for reaching potential new customers and Card Account 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 usAs you requested, we addressed this matter directly with Mr [redacted] on August 21, by way of telephone where he informed us that he does not have a complaint with the Revdex.comThe email we sent Mr [redacted] outlined our actions to resolve the complaint we receivedWe have removed Mr [redacted] name and address from our mailing list and he should not receive any future offers from any Netspend managed programsWe also submitted a request to our Marketing Department to provide information concerning how the name and address was obtainedWe will provide Mr [redacted] with this information when it is receivedThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning a block on his new account that prevented the card from being usedHe’s requesting for a resolution to his satisfaction On February 10, our Fraud Department was unable to verify Mr [redacted] ’s identity for security purposesAs a result, he was unable to activate his new account that he attempted to activate on November 30, Our Fraud Department has re-reviewed Mr [redacted] ’s account, but the decision to close his account remains the sameI’ve made attempts to contact Mr [redacted] to address his concerns, but have not had the opportunity to speak with himHowever, he does have my contact information if he has additional concernsThank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: Thank you for forwarding Ms***’s complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on January 3, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business daysThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Wednesday, February 07, 2018To Whom It May Concern: Thank you for forwarding Ms [redacted] ’ complaint to us.Netspend reviews all incoming ACH debits and deposits to ensure that money is being deposited or withdrawn from the correct Card Account If an ACH debit or deposit is received for someone that is not listed on the Card Account, we may not be able to accept it We attempted to reach Ms [redacted] by phone and email on February and February 7, 2018, but unfortunately, we were unable to speak with her An email was sent to Ms [redacted] 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 concern.Thank you, [redacted] Customer Experience AnalystNetspend, a TSYS Company
Friday, April 29, To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund check she has not receivedOn February 9, 2016, Ms [redacted] contacted us and requested to close her account The following day, our Risk Management Team blocked Ms [redacted] account because they identified risk factors associated with her information We also contacted the IRS to review the remaining funds on Ms [redacted] account because they were the originator of these funds.On March 24, the IRS completed their review of Ms [redacted] tax refund and advised we can send the remaining funds to her in the form of a refund check On March 30, a check was mailed to the address we had on file.On April 18, Ms [redacted] refund check was returned to Netspend as undeliverableMs [redacted] contacted us on April and provided a different address to send her check.Upon receipt of her complaint, we contacted Ms [redacted] on April to discuss the status of her refund check On May 6, Ms [redacted] updated her apartment number and we requested a new check She should receive this within business days.We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom it Concerns: We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning his dispute claim We reviewed Mr [redacted] additional comments We re-reviewed Mr [redacted] dispute claim using the information provided and based on our findings the claim was handled appropriatelyA letter explaining the details of our investigation will be mailed to Mr [redacted] address on file and should be received within business daysMr [redacted] has been provided with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience her husband [redacted] experienced with activating his NetSpend card To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card accountWhen our cardholders open a card account or add a secondary cardholder, we will ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThis information can be found on the outside of our card packaging Mr [redacted] was given his NetSpend card on January 23, by his sister in lawOn March 26th, Mr& Mrs [redacted] contacted our customer service trying to activate his card; however, additional information was needed to fully approve his account and our customer service requested for him to send in identity documentsOn March 28th, I spoke with [redacted] and [redacted] to address their full concernsMr [redacted] advised that the address we have on file was their old addressThe social security number and date of birth he provided was different than what we have on file as wellI requested that he send me his identity documents to help approve his account so that he can activate his card, but he did not feel comfortable sending a copy of his social security cardShould Mr [redacted] send me the documents needed to approve his account, I will be glad to further assist him.NetSpend regrets the inconvenience that Mr [redacted] experienced while trying to activate his card We have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced as a result of her card being stolenOn February 16, 2016, Ms [redacted] ordered a NetSpend Prepaid debit card through the Turbo Tax website The tax refund deposit posted to her account on February 23rd and we sent an alert to the email address listed in the message to the Revdex.com Forty minutes later, the card that was ordered for the account was activated through the automated phone system Ms [redacted] calls Customer Service on March 14th and informs us that she never received the card A replacement card was ordered for her to the same address as the previous card She activated this second card on March 17th We reached out to Ms [redacted] on March 15th by telephone and email, but unfortunately, we have been unable to speak with her She did respond to us by email and we addressed her concerns NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of her stolen cardWe have provided her 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 additional comments on complaint # [redacted] filed with your office by [redacted] concerning the inconvenience he experienced after the closing of his NetSpend Prepaid Debit Card account 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 Mr [redacted] account on March 9, He is no longer eligible for NetSpend services as a result and the factors that lead to the account closure are kept internal for security reasonsHis disputes claim was closed later that same day and a credit was issued Mr [redacted] will receive a check for the remaining funds on the account within ten business days from the date March 15th We spoke with Mr [redacted] on March 24th, and addressed his concerns He did not intend on sending a rebuttal to the Revdex.comHe has received his check from NetSpend We regret the inconvenience that Mr [redacted] experienced as a result of the closing of his accountWe have provided him our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Thank you for forwarding Ms [redacted] complaint to usWhen investigating dispute claims reported by our cardholders we adhere to the processes as defined in both Regulation E and in Netspend cardholder agreements that customers receive when opening an accountWe’ve reviewed Ms [redacted] dispute claim and complaint that PVC was not providedAfter review, we’ve determined that her claim was handled correctlyAs you requested, we addressed this matter directly with Ms [redacted] on July 3, by a way of telephone We provided her with further insight on the dispute resolutionThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because:I would like to advise you of the status of my complaintI just hung up the telephone with Mr [redacted] from NetSpentSince my niece attempted to activate the card I sent him for his Birthday - my name is not linked to the card(Of course).Mr [redacted] said I need to send him a copy of my drivers license, showing my address is the same as on the complaint I filed with you I would do that Mr [redacted] also requested a copy of my Social Security card I WILL not provide that I advised Mr [redacted] I just completed getting my information straightened out with the IRS Why would I provide that with all the fraud going on Mr [redacted] states then there is nothing he can do for me I suggested he send me a check and I would send him the card, Mr [redacted] stated I wouldn't have to send him the card, since he can deactivate the card from there SO, again WHY my SSN#? He claims due to the issues with the card: not registered under my name, my niece is under age (per Mr [redacted] ) I didn't provide him with any data on her He also claims her real name isn't *** Humm, how would he know her name and why does this matterAs I explained to Mr [redacted] , my brother took the card and attempted to purchase something When he couldn't he came home and asked one of the kids to activate it Therefore, my niece attempted and now my data does not match what she input I don't know what information she provided, as she is in another state.Regardless, I have a useless card and am out $Please see if you can prosway Mr [redacted] to submit a check to either myself or to my neice, since she attempted to get this activated for her father (my brother).I am SO sorry I ever picked up this card! From now on, I will really read the card prior to purchase, as I thought this was a prepaid card he could use from the amount of $I put on the cardThanks for any assistance[redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning disputed unauthorized charges that resulted in a negative balance on her account She’s requesting to be refunded for the disputed amountsOn January 29, 2016, the merchant [redacted] *** initiated a transaction of $on Ms [redacted] ’ NetSpend cardFifteen minutes later, Caribbean Queen initiated a transaction for $ Ms [redacted] called to report the charges as unauthorized, while the authorizations were still pending Our customer service representative released the transactions back to Ms [redacted] ’ card balance without supporting documents to confirm that the merchant would not collect the fundsNetSpend does not have the ability to void or cancel a pending transaction as noted in the card termsIf we receive documents from the merchant to validate that the transaction has been voided or cancelled, we can release the funds back into the accountThe merchants collected their respective funds on January 31st and February 1st Ms [redacted] disputed the unauthorized charges on February 1st She was informed that an update on her claim will be given in ten business days, February 16th NetSpend is in accordance with Regulation E Guidelines for Electronic Funds Transfers when resolving disputes claimsIt can take up to business days for an initial review of the claimHowever, our Disputes Department reviewed Ms [redacted] ’ claim on February 8th and credited both unauthorized charges back to her card balance We spoke with Ms [redacted] on February 5th, and we apologized for the incorrect information she received concerning her unauthorized transactions and transfer of funds NetSpend regrets the inconvenience that Ms [redacted] experienced with the unauthorized use of her card numberWe have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
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 meIt appears that NetSpend was at fault in this transaction Regards, [redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend card that was mailed to his deceased wifeHe’s requesting for NetSpend to remove her information from our system, and to not receive card offers going forward in her name 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 spoke with [redacted] and addressed his concerns We have canceled the current card offer that was sent, and have updated our systems to prevent future card offers from being mailed to his address in the name of his wife Additionally, we have submitted a request to our Marketing Department in order to confirm how his wife’s name and address was obtainedWe will convey that information to him once it is received We apologize for any inconvenience that [redacted] experienced as a result of this card offerHe has been given our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Friday, April 15, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her tax refund she has not received on her Netspend cardWe apologize for any inconvenience Ms [redacted] has experienced in not having received her tax refund Additionally, we are looking into the functionality of our automated system to ensure Ms [redacted] does not experience difficulties moving forwardWe have attempted to contact Ms [redacted] by phone and email, but have not had the opportunity to speak with her We will assist Ms [redacted] with her tax refund and account once she contacts us backMs [redacted] was provided with our contact information should she have any additional concerns [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on March 26, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business days Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by Joseph [redacted] concerning our direct deposit posting process to his Skylight Financial account managed by NetSpend CorporationMr [redacted] direct deposit is governed by the National Automated Clearing House Association (NACHA) Operating Rules NetSpend processed Mr [redacted] direct deposit properly in accordance with the NACHA Rules The NACHA rules govern the roles and responsibilities of financial institutions and ACH Network participants The senders of each ACH deposit to Mr [redacted] account include a settlement date for the electronic funds NetSpend posts the funds from each deposit on the settlement date in accordance with the NACHA Operating Rules The funds are available on Mr [redacted] account for transactions after the ACH deposit posts This available balance is presented to our cardholders by telephone, text message, and internet so they can complete charges without incurring overdraft fees We reached out to Mr [redacted] on March 15, 2016, but unfortunately, we have been unable to speak with him We will assist with his concerns when he returns our call NetSpend regrets any inconvenience that Mr [redacted] experienced with his direct deposit posting We have provided him our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that she purchased a product and the website later told her it was counterfeitShe requested that NetSpend get her money backOn February 3, 2015, Shimbtech collected $from Ms [redacted] ’s NetSpend cardShe called to dispute this charge on March 16thWe did not issue a provisional credit due to this being a transaction that was authorized by Ms [redacted] Since this was a foreign company, the disputes claim has a day timeframe with a final date on June 16thWe closed her claim on May 5th because the charge was validated by the merchantNo funds were recovered from the merchantWe mailed a closure letter and the documents used to arrive at our decision to Ms [redacted] We spoke with Ms [redacted] on June 18th concerning the closed disputes claimShe informed us that the product was never returned to the merchant because the website closed and she could not get a return addressShe also informed us that her address has changedWe requested the disputes documents to be mailed again to her new addressNetSpend regrets the disputes claim decision was not in Mr [redacted] ’s favorShe has been given my contact information if she has any questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] requesting to view her account statement for December On January 7, we spoke with Mrs [redacted] and she inform us that she used the online website www.netspend.com to view her December statementWe also emailed her the account history statements for her recordsMrs [redacted] has our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Mr [redacted] states that he received an unsolicited prepaid card from NetSpend with his name on itHe wants to be removed from our marketing list and does not want to receive any more cardsNetSpend 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 cardOn August 4, 2015, we reached out to Mr [redacted] by telephone and emailWe informed him that our system has been updated so no future card offers will be sentWe regret any inconvenience Mr [redacted] experienced as a result of this card offerHe has been given our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, August 25, To Whom It May Concern: Thank you for forwarding Mr [redacted] complaint # [redacted] to usNetSpend relies on affiliate marketing services as a source for reaching potential new customers and Card Account 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 usAs you requested, we addressed this matter directly with Mr [redacted] on August 21, by way of telephone where he informed us that he does not have a complaint with the Revdex.comThe email we sent Mr [redacted] outlined our actions to resolve the complaint we receivedWe have removed Mr [redacted] name and address from our mailing list and he should not receive any future offers from any Netspend managed programsWe also submitted a request to our Marketing Department to provide information concerning how the name and address was obtainedWe will provide Mr [redacted] with this information when it is receivedThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning a block on his new account that prevented the card from being usedHe’s requesting for a resolution to his satisfaction On February 10, our Fraud Department was unable to verify Mr [redacted] ’s identity for security purposesAs a result, he was unable to activate his new account that he attempted to activate on November 30, Our Fraud Department has re-reviewed Mr [redacted] ’s account, but the decision to close his account remains the sameI’ve made attempts to contact Mr [redacted] to address his concerns, but have not had the opportunity to speak with himHowever, he does have my contact information if he has additional concernsThank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: Thank you for forwarding Ms***’s complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on January 3, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business daysThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Wednesday, February 07, 2018To Whom It May Concern: Thank you for forwarding Ms [redacted] ’ complaint to us.Netspend reviews all incoming ACH debits and deposits to ensure that money is being deposited or withdrawn from the correct Card Account If an ACH debit or deposit is received for someone that is not listed on the Card Account, we may not be able to accept it We attempted to reach Ms [redacted] by phone and email on February and February 7, 2018, but unfortunately, we were unable to speak with her An email was sent to Ms [redacted] 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 concern.Thank you, [redacted] Customer Experience AnalystNetspend, a TSYS Company
Friday, April 29, To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund check she has not receivedOn February 9, 2016, Ms [redacted] contacted us and requested to close her account The following day, our Risk Management Team blocked Ms [redacted] account because they identified risk factors associated with her information We also contacted the IRS to review the remaining funds on Ms [redacted] account because they were the originator of these funds.On March 24, the IRS completed their review of Ms [redacted] tax refund and advised we can send the remaining funds to her in the form of a refund check On March 30, a check was mailed to the address we had on file.On April 18, Ms [redacted] refund check was returned to Netspend as undeliverableMs [redacted] contacted us on April and provided a different address to send her check.Upon receipt of her complaint, we contacted Ms [redacted] on April to discuss the status of her refund check On May 6, Ms [redacted] updated her apartment number and we requested a new check She should receive this within business days.We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom it Concerns: We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning his dispute claim We reviewed Mr [redacted] additional comments We re-reviewed Mr [redacted] dispute claim using the information provided and based on our findings the claim was handled appropriatelyA letter explaining the details of our investigation will be mailed to Mr [redacted] address on file and should be received within business daysMr [redacted] has been provided with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience her husband [redacted] experienced with activating his NetSpend card To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card accountWhen our cardholders open a card account or add a secondary cardholder, we will ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThis information can be found on the outside of our card packaging Mr [redacted] was given his NetSpend card on January 23, by his sister in lawOn March 26th, Mr& Mrs [redacted] contacted our customer service trying to activate his card; however, additional information was needed to fully approve his account and our customer service requested for him to send in identity documentsOn March 28th, I spoke with [redacted] and [redacted] to address their full concernsMr [redacted] advised that the address we have on file was their old addressThe social security number and date of birth he provided was different than what we have on file as wellI requested that he send me his identity documents to help approve his account so that he can activate his card, but he did not feel comfortable sending a copy of his social security cardShould Mr [redacted] send me the documents needed to approve his account, I will be glad to further assist him.NetSpend regrets the inconvenience that Mr [redacted] experienced while trying to activate his card We have provided him with our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced as a result of her card being stolenOn February 16, 2016, Ms [redacted] ordered a NetSpend Prepaid debit card through the Turbo Tax website The tax refund deposit posted to her account on February 23rd and we sent an alert to the email address listed in the message to the Revdex.com Forty minutes later, the card that was ordered for the account was activated through the automated phone system Ms [redacted] calls Customer Service on March 14th and informs us that she never received the card A replacement card was ordered for her to the same address as the previous card She activated this second card on March 17th We reached out to Ms [redacted] on March 15th by telephone and email, but unfortunately, we have been unable to speak with her She did respond to us by email and we addressed her concerns NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of her stolen cardWe have provided her 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 additional comments on complaint # [redacted] filed with your office by [redacted] concerning the inconvenience he experienced after the closing of his NetSpend Prepaid Debit Card account 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 Mr [redacted] account on March 9, He is no longer eligible for NetSpend services as a result and the factors that lead to the account closure are kept internal for security reasonsHis disputes claim was closed later that same day and a credit was issued Mr [redacted] will receive a check for the remaining funds on the account within ten business days from the date March 15th We spoke with Mr [redacted] on March 24th, and addressed his concerns He did not intend on sending a rebuttal to the Revdex.comHe has received his check from NetSpend We regret the inconvenience that Mr [redacted] experienced as a result of the closing of his accountWe have provided him our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Thank you for forwarding Ms [redacted] complaint to usWhen investigating dispute claims reported by our cardholders we adhere to the processes as defined in both Regulation E and in Netspend cardholder agreements that customers receive when opening an accountWe’ve reviewed Ms [redacted] dispute claim and complaint that PVC was not providedAfter review, we’ve determined that her claim was handled correctlyAs you requested, we addressed this matter directly with Ms [redacted] on July 3, by a way of telephone We provided her with further insight on the dispute resolutionThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because:I would like to advise you of the status of my complaintI just hung up the telephone with Mr [redacted] from NetSpentSince my niece attempted to activate the card I sent him for his Birthday - my name is not linked to the card(Of course).Mr [redacted] said I need to send him a copy of my drivers license, showing my address is the same as on the complaint I filed with you I would do that Mr [redacted] also requested a copy of my Social Security card I WILL not provide that I advised Mr [redacted] I just completed getting my information straightened out with the IRS Why would I provide that with all the fraud going on Mr [redacted] states then there is nothing he can do for me I suggested he send me a check and I would send him the card, Mr [redacted] stated I wouldn't have to send him the card, since he can deactivate the card from there SO, again WHY my SSN#? He claims due to the issues with the card: not registered under my name, my niece is under age (per Mr [redacted] ) I didn't provide him with any data on her He also claims her real name isn't *** Humm, how would he know her name and why does this matterAs I explained to Mr [redacted] , my brother took the card and attempted to purchase something When he couldn't he came home and asked one of the kids to activate it Therefore, my niece attempted and now my data does not match what she input I don't know what information she provided, as she is in another state.Regardless, I have a useless card and am out $Please see if you can prosway Mr [redacted] to submit a check to either myself or to my neice, since she attempted to get this activated for her father (my brother).I am SO sorry I ever picked up this card! From now on, I will really read the card prior to purchase, as I thought this was a prepaid card he could use from the amount of $I put on the cardThanks for any assistance[redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning disputed unauthorized charges that resulted in a negative balance on her account She’s requesting to be refunded for the disputed amountsOn January 29, 2016, the merchant [redacted] *** initiated a transaction of $on Ms [redacted] ’ NetSpend cardFifteen minutes later, Caribbean Queen initiated a transaction for $ Ms [redacted] called to report the charges as unauthorized, while the authorizations were still pending Our customer service representative released the transactions back to Ms [redacted] ’ card balance without supporting documents to confirm that the merchant would not collect the fundsNetSpend does not have the ability to void or cancel a pending transaction as noted in the card termsIf we receive documents from the merchant to validate that the transaction has been voided or cancelled, we can release the funds back into the accountThe merchants collected their respective funds on January 31st and February 1st Ms [redacted] disputed the unauthorized charges on February 1st She was informed that an update on her claim will be given in ten business days, February 16th NetSpend is in accordance with Regulation E Guidelines for Electronic Funds Transfers when resolving disputes claimsIt can take up to business days for an initial review of the claimHowever, our Disputes Department reviewed Ms [redacted] ’ claim on February 8th and credited both unauthorized charges back to her card balance We spoke with Ms [redacted] on February 5th, and we apologized for the incorrect information she received concerning her unauthorized transactions and transfer of funds NetSpend regrets the inconvenience that Ms [redacted] experienced with the unauthorized use of her card numberWe have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
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 meIt appears that NetSpend was at fault in this transaction Regards, [redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a NetSpend card that was mailed to his deceased wifeHe’s requesting for NetSpend to remove her information from our system, and to not receive card offers going forward in her name 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 spoke with [redacted] and addressed his concerns We have canceled the current card offer that was sent, and have updated our systems to prevent future card offers from being mailed to his address in the name of his wife Additionally, we have submitted a request to our Marketing Department in order to confirm how his wife’s name and address was obtainedWe will convey that information to him once it is received We apologize for any inconvenience that [redacted] experienced as a result of this card offerHe has been given our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Friday, April 15, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her tax refund she has not received on her Netspend cardWe apologize for any inconvenience Ms [redacted] has experienced in not having received her tax refund Additionally, we are looking into the functionality of our automated system to ensure Ms [redacted] does not experience difficulties moving forwardWe have attempted to contact Ms [redacted] by phone and email, but have not had the opportunity to speak with her We will assist Ms [redacted] with her tax refund and account once she contacts us backMs [redacted] was provided with our contact information should she have any additional concerns [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on March 26, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business days Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company