To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning that activation of her new card account On December 18, 2016, Ms [redacted] ordered a NetSpend card online The card was shipped standard delivery US Postal Service – business days Ms [redacted] contacted our Customer Service Department to order a second card on December That card was shipped with the same standard delivery timeframe Ms [redacted] activated the first card on January 4, On January 6, a test deposit posted to Ms [redacted] card account for $cents It was followed by a $deposit, four hours later A member of our Corporate Response Team reached out to Ms [redacted] , to discuss the activation process and the test load experience, she was unavailable at that time We emailed Ms [redacted] detailed information regarding the company that provides the instant bank transfer and provided the telephone number We encourage Ms [redacted] to contact our Corporate Office and let us know if she needs additional assistance with this feature We apologize for the service that Ms [redacted] experienced with our Customer Service Department We appreciate Ms [redacted] notifying us of this issue We were able to identify the agent that assisted her and have notified their management team so the proper coaching and/or disciplinary action can be taken 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
Complaint: [redacted] I am rejecting this response because: This Company needs to give me my money it's a shame they haven't tried to resolve this issue Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that she was charged fees after making transactions with her card after she requested to be on the $fee planShe wants to be refunded the fees that she was charged before the fee plan startedOn September 10, 2015, we spoke with Ms [redacted] concerning the Fee Advantage Plan (FAP)The FAP is offered to our Premier cardholders once they receive a qualifying direct deposit to the accountThe monthly $FAP fee waives $credit transaction fees and $debit transaction fees when using the cardWe spoke with Ms [redacted] and refunded the difference that she would have paid, had she been on FAPWe also explained that her disputes claim will receive an update within ten business days, September 17thNetSpend regrets the inconvenience that Ms [redacted] experienced with the getting the Fee Advantage Plan applied to her accountWe also apologize for any unprofessional behavior that she’s received from our customer serviceWe will certainly review the calls that has taken place to determine what appropriate action should be taken with the representatives that she’s spoken withMs [redacted] has been given my contact information should she have any further questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: Itic scripted responseUnacceptable customer service promising me a follthat never happenedJust give me my money back Regards, [redacted] ***
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with his Netspend card He’s requesting reimbursement of the fees he was assessed.The NetSpend packaging that the card comes with has important information that notifies the consumer of basic fees that are associated with the cardThis information is also available on our website.On February 17, 2016, I spoke with Mr [redacted] to address his full concerns about the cardI explained the fees in question, as well as the different fee plan options we offer, but he chose not to make a change at this time.NetSpend regrets the inconvenience Mr [redacted] experienced with the initial use of his cardWe 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: No where on the prepaid card packaging did it state any fees for an online purchaseI did not use a pin nor did I use a signature purchase which were the only listed fees on the packagingI was told on the recorded phone call that I signed for a purchaseThat was a lieThen I was told that I used a pin to make my purchaseThat was a lieThis company's business practices are illegalThey need to be investigatedI have seen several open and closed cases through several law firms alreadyThey are in violation of EFT laws as well as breach of contract, misleading consumers, and other governing agenciesI have the recorded call as proofI am seeking reimbursement for time spent on the phone in order to to request my refundAlso, I was charged balance inquiry fees when I called in and never requested a balance inquiryThe agents just tack on misc fees at their leisureThe only reason this was escalated is due to the Revdex.com complaint filed against themOn the recorded phone call I told the agent I was going to bill them at ounces of silver per minute and the agent agreedHe wasted over hours of my time and refused to transfer me to a supervisorI'm owed approximately minutes at a rate of ounces of silver per minutesHave [redacted] do the math and send a check for this amount or send me the silver Regards, [redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her refund check A member from our Corporate Office spoke to Ms [redacted] on April 20, 2017, and informed her that we will reissue her refund check We will send the check via UPS and provide a tracking number as soon as it becomes available We are sorry to hear about Ms [redacted] 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 procedures Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern We have provided Ms [redacted] with our direct contact information should she have any additional questions concerning this matter Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern: Thank you for forwarding Mr [redacted] complaint to usAs you requested, we addressed this matter directly with Mr [redacted] on December 8, 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] Netspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because: I am actually still attempting to find out where my money is, I have left several voicemail's and have sent several emails and have not been able to get anyone to respond to meI have not heard from Mr [redacted] since July 19th, and he assured me that this had been taken care of, yet nothing has been resolvedI did hear from someone yesterday, but that was only after I stated that I was going to let the Revdex.com know that this had NOT been resolved, but basically all that he could tell me was that the check had been cut and had been mailed out, but he did not know when I would receive itWhen I ask what would happen if I did not receive the check, I was told a check would be "expedited" to meNot really sure why this was not something that they were able to do for me the first time, especially considering the circumstances, but they have been less than understanding Regards, [redacted]
Wednesday, September 28, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her direct depositOn August 25, 2016, Ms [redacted] contacted our Customer Service Department to report her card lostA direct deposit had posted to her account the day prior to her call, so she requested to transfer the funds to another NetSpend account in her nameThe representative she spoke with transferred her fundsMs [redacted] called back on August 31, and requested to transfer her next deposit to her other cardWe also ordered her a replacement card to be sent to her address on file with a delivery timeframe of 7-business days During this time, Ms [redacted] transferred another deposit on September She activated the replacement card on September 11, and then contacted us to report the card was not workingWe completed another transfer of funds to her alternate account on September A member of our Corporate Response Team spoke with Ms [redacted] on September and requested that she test the card because our records did not show any attempts to use itShe called back to inform us the ATM could not read her cardWe expedited a card to her address for – business day delivery to replace her damaged card at no cost to herWe refunded the fees she was charged to transfer funds to her other account and the cost paid for the damaged cardWe also moved her available balance to her alternate accountMs [redacted] activated her card on September 27, and has full access to her account receiving the direct depositWe have provided Ms [redacted] with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI have been waiting two months for this return and I doubt that the post office made an error everytime the check was mailed I have given the correct mailing address each time and I have received all other mail correctly except for the NetSpend refund checkNo other business has had difficulty in reaching meI don't feel assured that I will ever receive this check I would like to request that the Revdex.com keep in touch with me and keep this case open until I actually receive the check Regards, [redacted]
Wednesday, December 14, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a restriction on his accountDuring routine monitoring, we placed a temporary restriction on Mr [redacted] account on November 18, 2016, because we detected suspicious activityOur Risk Department spoke with Mr [redacted] on November 29, and requested him to provide his identity documents for verification The documents sent by Mr [redacted] were illegible and we requested clearer copies On December 12, a member of our Corporate Response Team reached out to Mr [redacted] , but unfortunately, we have not had the opportunity to speak with him We also sent an email to Mr [redacted] requesting his documentation We will review the legible copies of the Mr [redacted] identity documents once they are receivedWe provided Mr [redacted] with 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] ’s complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on September 29, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business daysThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Mr [redacted] states that his card expired and he was told it would take – business days to get a new cardHe wants to speak with someone about the expired card and the replacement card mailingOn June 30, 2015, Mr [redacted] ’s NetSpend card expiredWe do not automatically send replacement cards to our cardholdersOnce Mr [redacted] called and verified his address on July 1st, we mailed him the replacement cardThat card was received and activated by Mr [redacted] on July 6thSince we mail card to customers all over the United States and Hawaii, we give a standard time frame of – business days for deliveryNetSpend regrets the inconvenience that Mr [redacted] experienced with the expired NetSpend cardWe have called and emailed him to discuss the card deliveryWe provided Mr [redacted] our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with her dispute and the closure of her accountOn February 10, 2016, Our Risk Management Team closed all of Ms [redacted] ’s accounts She is no longer eligible for NetSpend services The factors that lead to the account closures are kept internal for security reasonsBy February 12th, our Disputes Department closed both of claims as no error found and no credit was issued to the account NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the closing of her accountWe 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 complaint # [redacted] filed with your office by [redacted] concerning his direct deposit On September 23, 2016, Mr [redacted] contacted us to discuss the status of his direct deposit Our Customer Service Department provided him with the estimated dates of when to expect his monthly US Treasury Benefits On September 27, Mr [redacted] claimed his funds were missing for the previous month We were able to locate and determine he received his deposit on a separate account that Mr [redacted] has with us In response to his communication, we spoke with Mr [redacted] on September 30, to discuss his deposit We explained to him that direct deposits are posted as soon as they are received We also provided the estimated date for his October benefitsWe have provided Mr [redacted] 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] Ms [redacted] states that she put funds on her card but the money was not available to useShe wants to have access to her moneyOn June 22, 2015, we spoke with Ms [redacted] and explained the amount of funds available on her cardWhen Netflix attempted a second charge on her account, the balance was less than the requested amount so the transaction was declinedNetSpend regrets any inconvenience Ms [redacted] experienced with the card transactionsWe 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, May 4, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claimDuring routine monitoring, we placed a temporary block on Mr [redacted] ’s account, on April 28, 2016, because we detected suspicious activity on his account We blocked Mr [redacted] ’s card and requested a new one to be expedited to his address on file On May 3, someone claiming to be Mr [redacted] contacted us to transfer funds to another account All security information was verified and our Customer Service Department completed the transfer Mr [redacted] contacted us later that day to report that the transfer of funds was not authorized We immediately opened a dispute claim and began our investigationOn May 4, our Disputes Team concluded our investigation and credited Mr [redacted] ’s account for the disputed transfer A block was also placed on Mr [redacted] ’s account to prevent cardholder transfers in the futureWe understand how frustrating it can be to experience unauthorized transactions on your accountNetSpend is very committed to providing a safe and secure productWe have provided Mr [redacted] ’s 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] Mr [redacted] mentions his account being blocked due to a merchant refund to his cardHe’s requesting for his card to be unblocked so that he can gain access to the credited fundsOur Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOn August 24, 2015, a systemic block was placed on Mr [redacted] ’s account after [redacted] credited his card $There was no corresponding debit for this transactionIn the event that a refund takes place on a NetSpend account with no corresponding debit, it’s our policy to request a copy of the original purchase receipt in order to authenticate the refundThis policy is in accordance with our responsibilities under the MasterCard processing rulesThe merchant can also reverse the credit and issue the funds to Mr [redacted] by another method of reimbursementOn September 29th, the account block was removed after review of the original purchase receiptNetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the block on his accountHe has been provided my contact information should he have any further questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that her payroll service released her direct deposit to her NetSpend account, but it has not posted to her accountShe wants her deposit posted immediatelyOn August 14, 2015, Ms [redacted] contacted NetSpend to inquire about her direct deposit posting to her cardWe informed her that NetSpend receives payroll deposits by Automated Clearing House (ACH)We deposit the funds to the designated account within the hour of receiving the electronic ACH file from the senderLater that afternoon Ms [redacted] ’s deposit was received and posted to her cardA standard bank waits until the settlement date to post the deposit instead of the date it is receivedNetSpend regrets the inconvenience that Ms [redacted] experienced while waiting on her deposit to postWe have provided her with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning that activation of her new card account On December 18, 2016, Ms [redacted] ordered a NetSpend card online The card was shipped standard delivery US Postal Service – business days Ms [redacted] contacted our Customer Service Department to order a second card on December That card was shipped with the same standard delivery timeframe Ms [redacted] activated the first card on January 4, On January 6, a test deposit posted to Ms [redacted] card account for $cents It was followed by a $deposit, four hours later A member of our Corporate Response Team reached out to Ms [redacted] , to discuss the activation process and the test load experience, she was unavailable at that time We emailed Ms [redacted] detailed information regarding the company that provides the instant bank transfer and provided the telephone number We encourage Ms [redacted] to contact our Corporate Office and let us know if she needs additional assistance with this feature We apologize for the service that Ms [redacted] experienced with our Customer Service Department We appreciate Ms [redacted] notifying us of this issue We were able to identify the agent that assisted her and have notified their management team so the proper coaching and/or disciplinary action can be taken 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
Complaint: [redacted] I am rejecting this response because: This Company needs to give me my money it's a shame they haven't tried to resolve this issue Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that she was charged fees after making transactions with her card after she requested to be on the $fee planShe wants to be refunded the fees that she was charged before the fee plan startedOn September 10, 2015, we spoke with Ms [redacted] concerning the Fee Advantage Plan (FAP)The FAP is offered to our Premier cardholders once they receive a qualifying direct deposit to the accountThe monthly $FAP fee waives $credit transaction fees and $debit transaction fees when using the cardWe spoke with Ms [redacted] and refunded the difference that she would have paid, had she been on FAPWe also explained that her disputes claim will receive an update within ten business days, September 17thNetSpend regrets the inconvenience that Ms [redacted] experienced with the getting the Fee Advantage Plan applied to her accountWe also apologize for any unprofessional behavior that she’s received from our customer serviceWe will certainly review the calls that has taken place to determine what appropriate action should be taken with the representatives that she’s spoken withMs [redacted] has been given my contact information should she have any further questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: I
tic scripted responseUnacceptable customer service promising me a follthat never happenedJust give me my money back Regards, [redacted] ***
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the fees associated with his Netspend card He’s requesting reimbursement of the fees he was assessed.The NetSpend packaging that the card comes with has important information that notifies the consumer of basic fees that are associated with the cardThis information is also available on our website.On February 17, 2016, I spoke with Mr [redacted] to address his full concerns about the cardI explained the fees in question, as well as the different fee plan options we offer, but he chose not to make a change at this time.NetSpend regrets the inconvenience Mr [redacted] experienced with the initial use of his cardWe 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: No where on the prepaid card packaging did it state any fees for an online purchaseI did not use a pin nor did I use a signature purchase which were the only listed fees on the packagingI was told on the recorded phone call that I signed for a purchaseThat was a lieThen I was told that I used a pin to make my purchaseThat was a lieThis company's business practices are illegalThey need to be investigatedI have seen several open and closed cases through several law firms alreadyThey are in violation of EFT laws as well as breach of contract, misleading consumers, and other governing agenciesI have the recorded call as proofI am seeking reimbursement for time spent on the phone in order to to request my refundAlso, I was charged balance inquiry fees when I called in and never requested a balance inquiryThe agents just tack on misc fees at their leisureThe only reason this was escalated is due to the Revdex.com complaint filed against themOn the recorded phone call I told the agent I was going to bill them at ounces of silver per minute and the agent agreedHe wasted over hours of my time and refused to transfer me to a supervisorI'm owed approximately minutes at a rate of ounces of silver per minutesHave [redacted] do the math and send a check for this amount or send me the silver Regards, [redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her refund check A member from our Corporate Office spoke to Ms [redacted] on April 20, 2017, and informed her that we will reissue her refund check We will send the check via UPS and provide a tracking number as soon as it becomes available We are sorry to hear about Ms [redacted] 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 procedures Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern We have provided Ms [redacted] with our direct contact information should she have any additional questions concerning this matter Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern: Thank you for forwarding Mr [redacted] complaint to usAs you requested, we addressed this matter directly with Mr [redacted] on December 8, 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] Netspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because: I am actually still attempting to find out where my money is, I have left several voicemail's and have sent several emails and have not been able to get anyone to respond to meI have not heard from Mr [redacted] since July 19th, and he assured me that this had been taken care of, yet nothing has been resolvedI did hear from someone yesterday, but that was only after I stated that I was going to let the Revdex.com know that this had NOT been resolved, but basically all that he could tell me was that the check had been cut and had been mailed out, but he did not know when I would receive itWhen I ask what would happen if I did not receive the check, I was told a check would be "expedited" to meNot really sure why this was not something that they were able to do for me the first time, especially considering the circumstances, but they have been less than understanding Regards, [redacted]
Wednesday, September 28, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her direct depositOn August 25, 2016, Ms [redacted] contacted our Customer Service Department to report her card lostA direct deposit had posted to her account the day prior to her call, so she requested to transfer the funds to another NetSpend account in her nameThe representative she spoke with transferred her fundsMs [redacted] called back on August 31, and requested to transfer her next deposit to her other cardWe also ordered her a replacement card to be sent to her address on file with a delivery timeframe of 7-business days During this time, Ms [redacted] transferred another deposit on September She activated the replacement card on September 11, and then contacted us to report the card was not workingWe completed another transfer of funds to her alternate account on September A member of our Corporate Response Team spoke with Ms [redacted] on September and requested that she test the card because our records did not show any attempts to use itShe called back to inform us the ATM could not read her cardWe expedited a card to her address for – business day delivery to replace her damaged card at no cost to herWe refunded the fees she was charged to transfer funds to her other account and the cost paid for the damaged cardWe also moved her available balance to her alternate accountMs [redacted] activated her card on September 27, and has full access to her account receiving the direct depositWe have provided Ms [redacted] with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI have been waiting two months for this return and I doubt that the post office made an error everytime the check was mailed I have given the correct mailing address each time and I have received all other mail correctly except for the NetSpend refund checkNo other business has had difficulty in reaching meI don't feel assured that I will ever receive this check I would like to request that the Revdex.com keep in touch with me and keep this case open until I actually receive the check Regards, [redacted]
Wednesday, December 14, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a restriction on his accountDuring routine monitoring, we placed a temporary restriction on Mr [redacted] account on November 18, 2016, because we detected suspicious activityOur Risk Department spoke with Mr [redacted] on November 29, and requested him to provide his identity documents for verification The documents sent by Mr [redacted] were illegible and we requested clearer copies On December 12, a member of our Corporate Response Team reached out to Mr [redacted] , but unfortunately, we have not had the opportunity to speak with him We also sent an email to Mr [redacted] requesting his documentation We will review the legible copies of the Mr [redacted] identity documents once they are receivedWe provided Mr [redacted] with 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] ’s complaint to usAs you requested, we addressed this matter directly with Ms [redacted] on September 29, by way of telephone, e-mail, or letterIf a letter has been sent, it should be received within the next five business daysThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Mr [redacted] states that his card expired and he was told it would take – business days to get a new cardHe wants to speak with someone about the expired card and the replacement card mailingOn June 30, 2015, Mr [redacted] ’s NetSpend card expiredWe do not automatically send replacement cards to our cardholdersOnce Mr [redacted] called and verified his address on July 1st, we mailed him the replacement cardThat card was received and activated by Mr [redacted] on July 6thSince we mail card to customers all over the United States and Hawaii, we give a standard time frame of – business days for deliveryNetSpend regrets the inconvenience that Mr [redacted] experienced with the expired NetSpend cardWe have called and emailed him to discuss the card deliveryWe provided Mr [redacted] our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received additional comments on complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with her dispute and the closure of her accountOn February 10, 2016, Our Risk Management Team closed all of Ms [redacted] ’s accounts She is no longer eligible for NetSpend services The factors that lead to the account closures are kept internal for security reasonsBy February 12th, our Disputes Department closed both of claims as no error found and no credit was issued to the account NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the closing of her accountWe 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 complaint # [redacted] filed with your office by [redacted] concerning his direct deposit On September 23, 2016, Mr [redacted] contacted us to discuss the status of his direct deposit Our Customer Service Department provided him with the estimated dates of when to expect his monthly US Treasury Benefits On September 27, Mr [redacted] claimed his funds were missing for the previous month We were able to locate and determine he received his deposit on a separate account that Mr [redacted] has with us In response to his communication, we spoke with Mr [redacted] on September 30, to discuss his deposit We explained to him that direct deposits are posted as soon as they are received We also provided the estimated date for his October benefitsWe have provided Mr [redacted] 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] Ms [redacted] states that she put funds on her card but the money was not available to useShe wants to have access to her moneyOn June 22, 2015, we spoke with Ms [redacted] and explained the amount of funds available on her cardWhen Netflix attempted a second charge on her account, the balance was less than the requested amount so the transaction was declinedNetSpend regrets any inconvenience Ms [redacted] experienced with the card transactionsWe 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, May 4, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning his dispute claimDuring routine monitoring, we placed a temporary block on Mr [redacted] ’s account, on April 28, 2016, because we detected suspicious activity on his account We blocked Mr [redacted] ’s card and requested a new one to be expedited to his address on file On May 3, someone claiming to be Mr [redacted] contacted us to transfer funds to another account All security information was verified and our Customer Service Department completed the transfer Mr [redacted] contacted us later that day to report that the transfer of funds was not authorized We immediately opened a dispute claim and began our investigationOn May 4, our Disputes Team concluded our investigation and credited Mr [redacted] ’s account for the disputed transfer A block was also placed on Mr [redacted] ’s account to prevent cardholder transfers in the futureWe understand how frustrating it can be to experience unauthorized transactions on your accountNetSpend is very committed to providing a safe and secure productWe have provided Mr [redacted] ’s 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] Mr [redacted] mentions his account being blocked due to a merchant refund to his cardHe’s requesting for his card to be unblocked so that he can gain access to the credited fundsOur Fraud Prevention Team regularly monitors account activity in order to provide a safe and secure product for all of our cardholdersOn August 24, 2015, a systemic block was placed on Mr [redacted] ’s account after [redacted] credited his card $There was no corresponding debit for this transactionIn the event that a refund takes place on a NetSpend account with no corresponding debit, it’s our policy to request a copy of the original purchase receipt in order to authenticate the refundThis policy is in accordance with our responsibilities under the MasterCard processing rulesThe merchant can also reverse the credit and issue the funds to Mr [redacted] by another method of reimbursementOn September 29th, the account block was removed after review of the original purchase receiptNetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the block on his accountHe has been provided my contact information should he have any further questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that her payroll service released her direct deposit to her NetSpend account, but it has not posted to her accountShe wants her deposit posted immediatelyOn August 14, 2015, Ms [redacted] contacted NetSpend to inquire about her direct deposit posting to her cardWe informed her that NetSpend receives payroll deposits by Automated Clearing House (ACH)We deposit the funds to the designated account within the hour of receiving the electronic ACH file from the senderLater that afternoon Ms [redacted] ’s deposit was received and posted to her cardA standard bank waits until the settlement date to post the deposit instead of the date it is receivedNetSpend regrets the inconvenience that Ms [redacted] experienced while waiting on her deposit to postWe have provided her with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company