To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund checkOn June 11, Mr [redacted] loaded funds to his new NetSpend cardMr [redacted] later requested a refund check for the available balance on his account, but the closure was not completedUpon receiving his complaint, we spoke with Mr [redacted] on June to obtain his card informationWe collected his name and address so the available balance could be mailed to him in the form of a refund checkMr [redacted] will receive his refund check within ten business daysWe apologize for the service that Mr [redacted] experienced with our Customer Service DepartmentWe have reported this incident to the management staff of the customer service agent he spoke with.We have provided Mr [redacted] with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: cricket took my phone back to file a refund claim I am out of the and the phone and with no refund from them so you tell me what is wrong here I returned the phone and have not recieved a refund Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: They called me left a message when I returned there call I get an answering machine leave a message and they never call backI have called them three times and emailed my doc again with no responce Regards, [redacted] ***
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claims On March 31, 2016, Ms [redacted] contacted us to report that her card had been compromised and that an unauthorized transaction was pending to her account We immediately blocked the card to prevent any further unauthorized use We were unable to open a dispute claim immediately because the transaction was still pending To assist her with a dispute, we needed the transactions to first settle on the account On April 4, Ms [redacted] contacted us to dispute the transaction with Champion Rental because it had posted onto her account We promptly began our investigationWe also informed Ms [redacted] of the investigation timeframes afforded to financial institutions under Regulation E Due to the previous history Ms [redacted] has with the merchant, we requested additional information for her explaining why the transaction was an error We reached out to Ms [redacted] on April and received additional information from her in order to continue our investigationWe also explained that the card she transferred her funds to is linked to a separate account, with its own fee planBecause she was not aware of this we refunded the purchase transaction fees she was previously charged, and enrolled her in the monthly fee plan to avoid additional purchase transaction fees We understand how frustrating it can be to experience unauthorized charges on your accountNetSpend is very committed to providing a safe and secure product We provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Thursday, May 5, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a fraudulent use of his accountOn April 7, 2016, Mr [redacted] contacted us to report an unauthorized transfer to another NetSpend account We immediately opened a disputes claim and began our investigation We completed our investigation on April 21, and credited the disputed amount back to Mr [redacted] account Three days later, a person identifying themselves as Mr [redacted] contacted us to update the account information and request a new card This person was able to verify additional security information that only Mr [redacted] would be aware of The new card was activated for use on April We spoke with Mr [redacted] on May 3, and he informed us that his sister ordered the expedited card and spent his funds We promptly blocked all cards on his accounts and reported the incident to our Risk Management Team We closed all of Mr [redacted] accounts and he will no longer be able to open a product managed by NetSpend We also recommended that he report the incident by contacting the Federal Trade Commission (FTC) at www.ftc.gov/idtheft or by calling [redacted] (###-###-####) The FTC will provide a walk-through on how to report ID theft to credit bureaus, FTC, police, and affected financial institutionsWe 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] concerning a block on her Card AccountOn April 14, Ms [redacted] received a refund from merchant, Expedia We spoke with Ms [redacted] on April 15, and explained that when a refund is received on a Card Account that does not correspond with a prior debit transaction on that Card Account, or a refund is received that exceeds the amount of the original purchase transaction, it is our policy to request the original purchase receipt to authenticate the refund in accordance with our responsibilities under the Visa/MasterCard Processing RulesFor security reasons, the Card Account also remains temporarily restricted until we receive the purchase receipt and can validate the refundA member from our Corporate Office spoke with Ms [redacted] on April 19, Ms [redacted] provided the documentation and our Risk Management removed the restriction from her Card AccountOur records show that Ms [redacted] was able to access her funds the same day We have provided Ms [redacted] with our contact information should she have any additional questions concerning this matter Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] mentions the inconvenience that she’s received with NetSpend while attempting to access the funds from her recent direct depositShe wants her documents reviewed so she can gain access to her fundsOn August 27, 2015, we received a large deposit in Ms [redacted] ’s name and requested her to send us documents in order to validate the depositWhen the document was received the next day, it was sent to our Risk DepartmentOur Risk Department regularly monitors our cardholder’s accounts in efforts to prevent compromising activity, or unacceptable account usageRisk factors were identified that led to the blocking of Ms [redacted] ’ account on August 28thOur Risk Department requested additional identification documents in efforts to remove the second blockOn August 31st, both of the blocks were removed from Ms [redacted] account, and her deposit posted to the accountWe’ve attempted to reach Ms [redacted] in order to make sure that all of her concerns have been addressed, but we haven’t had the opportunity to speak with herWe appreciate Ms [redacted] for being a long time loyal cardholder with us, and regret the inconvenience that she’s experienced with the deposit posting to her accountWe 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
Tuesday, July 19, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim On July 15, 2016, Ms [redacted] contacted us to report unauthorized transactions that occurred on her account We immediately blocked her card to prevent additional unauthorized charges We opened a dispute claim and promptly began our investigationWe also informed Ms [redacted] of the investigation timeframes afforded under Regulation E During the investigation of Ms [redacted] ’s claim we identified several risk factors associated with her accountDue to these concerns, we have closed her account and we are no longer able to offer her NetSpend services.In response to her communication, we contacted Ms [redacted] on July to discuss her dispute claim We completed our investigation on this same date and provided full reimbursment for the disputed transactions Ms [redacted] will receive a refund check for the remaining account funds within business days.An individual was able to pass security on Ms [redacted] ’s account and ordered a card to a different address We recommended that Ms [redacted] report this identity theft to the Federal Trade Commission, at www.ftc.gov/idtheft or by calling [redacted] The FTC will provide a walk-through on how to report ID theft to credit bureaus, FTC, police, and affected financial institutions.We understand how frustrating it can be to experience unauthorized charges on your accountNetSpend is very committed to providing a safe and secure product Ms [redacted] has been provided with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Wednesday, December 13, 2017To Whom It May Concern: Thank you for forwarding Ms [redacted] - [redacted] ’ complaint to usNetspend relies on affiliate marketing services as a source for reaching potential new customers and card offer recipients’ information is acquired through these business relationshipsA consumer’s name and address is provided to the affiliate marketing service when the consumer opts in to receive offers and marketing materials from the third party, as well as any third party with whom they may share the informationBecause Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers years of age and older and have received permission to share it with us.The offer is not active and cannot be used unless activatedDuring activation, Netspend verifies the identity of the person activating the offer to ensure that the card offer can only be used by the intended recipientIf the recipient cannot be verified, then the offer cannot be activated.We permanently blocked the card offer on December 13, Additionally, we have submitted a request to our Marketing Department to provide information concerning how [redacted] - [redacted] ’ name and address was obtainedWe have also removed Ms [redacted] - [redacted] ’ name and address from our mailing list and she should not receive any future offers from any Netspend managed programs As you requested, we addressed this matter directly with Ms [redacted] - [redacted] on December 13, 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 concern.Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with her dispute and the closure of her accountOn January 30, 2016, Ms [redacted] disputed four unauthorized PIN based transactions that occurred on her NetSpend cardOur Customer Service informed her that an update would be provided within ten business days, February 12thShe disputed an additional ATM transaction on February 1st through her online account Both claims were closed as no error found and no credit was issued to the account A disputes closure letter was mailed to Ms [redacted] after the closing of each claim 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 Ms [redacted] ’s account on February 10th She is no longer eligible for NetSpend services as a resultThe factors that lead to the account closure are kept internal for security reasonsA check for the remaining funds on the account will be mailed to her address, and Ms [redacted] will receive it within ten business days from the date, March 10th We reached out to Ms [redacted] on March 10th, but unfortunately, we have not had the opportunity to speak with herWe will address her concerns when she returns our callNetSpend 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] Ms [redacted] states that her card was charged when she provided verbal and written instructions to NetSpend not to release payments to a merchantShe’s requesting to be reimbursed for the merchant transactions and the overdraft fees that were incurred as a result of the transactionsOn August 17, 2015, we spoke with Ms [redacted] about the disputed charges on her account from Her fist claim was successfully won for the cancelled recurring charge from Countrywide PeriodicalsThe payout was issued on June 11, On August 13, 2014, her second claim was closed with no error found after the merchant validated the transactionThe overdraft fee that was charged for the second disputed transaction was in accordance with the terms of the Overdraft Protection ProgramWe’ve mailed Ms [redacted] disputes closure letters that concluded the decision of both claimsNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of her disputes claim decisionsWe have provided her our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with activating her NetSpend account She’s requesting for her card to be activated so she can access her funds 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 We also inform the customer on the outside cover about the fees when using the card and that it must be activated before use Ms [redacted] attempted to activate her NetSpend card on February 8, through our website, [redacted] Additional information was needed to fully activate her account, and when she contacted our customer service, they requested for her to send in identity documentsSince she did not want to send in the required documents, the Limited Use option was offered to Ms [redacted] as a method to obtain the funds on her accountLimited Use allows funds to be dispensed from the NetSpend card at the point of sale using PIN and Signature transactionsOnce the funds are dispensed, the account will close and the card can be discardedWhen the card is converted to Limited Use, it cannot be reversed On February 16, 2016, we spoke with Ms [redacted] and addressed her concernsWe apologized for the unprofessional service she described The calls will be reviewed and appropriate action will be taken to prevent a reoccurrence We are sending her a check for the refunded transaction fees that she will receive within ten business days NetSpend regrets the inconvenience that Ms [redacted] experienced while attempting to activate her card We have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with activating a NetSpend card she purchasedShe’s requesting a refund of the transaction fees associated with the account To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card accountWhen our cardholders open a card account, we will ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThis information can be found on the outside of our card packaging On the packaging we also inform the customer that this is not a gift card, the person activating the card must be at least 18, and of the fees associated with the use of the card A minor, under the age of 18, attempted to activate the NetSpend card Ms [redacted] purchased on January 19, Additional information was needed to fully activate the account, and our customer service requested for identity documents and for an adult to supply information so they could be entered as the primary on the accountThe document received was not acceptable to activate the accountAs an alternative, the Limited Use option was offered as a method to obtain the funds on the account without sending in identity documents This option was accepted on January 23rd Limited Use allows funds to be dispensed from the NetSpend card at the point of sale using PIN and Signature transactionsOnce the funds are dispensed, the account will close and the card can be discardedOnce the card is converted to Limited Use, it cannot be reversed We reached out to Ms [redacted] by telephone and email on January 26th Unfortunately, we have not had the opportunity to speak with her, but will assist with her concerns when she returns our call NetSpend regrets the inconvenience that Ms [redacted] experienced while attempting to fully activate her cardWe have provided her 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 she experienced with her dispute and the blocking of her new cardOn March 16, 2016, Ms [redacted] disputed an unauthorized transaction from ClkBank.com that occurred on her NetSpend cardOur Customer Service blocked the compromised card and ordered her a replacement The next day, our Disputes Department closed her claim and credited the full amount Ms [redacted] received the replacement card and activated it on March 26th 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 Ms***’s account on March 28th The factors that lead to the account block are kept internal for security reasonsMs [redacted] spoke with the Risk Department on March 30th and the block was removed We reached out to Ms [redacted] on March 30th, but unfortunately, we have not had the opportunity to speak with herWe will address her concerns when she returns our callNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the blocking 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
Complaint: [redacted] I am rejecting this response because:Regards, [redacted] I do not accept this because it was an error on NetSpend's part for allowing a blocked card to be chargedCredit my account immediately
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning fees on her NetSpend account She’s requesting to be reimbursed for the fees On October 31, 2015, Ms [redacted] purchased a NetSpend prepaid card at a retail store that distributes our product The outside of our packaging displays useful information so that the consumer can make an informed decision We provide details of the fees that occur when the card is usedThe package also informs the consumer of available Fee Plans that could possibly save money if subscribed toWe reached out to Ms [redacted] on December 1st by telephone and email We have not had the opportunity to speak with her, but will assist with her concerns about the fees incurred on her account, and alternative fee plans available to her NetSpend regrets the inconvenience that Ms [redacted] experienced with fees charged on her card We have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Thursday, December 22, To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund check he has not received.On October 20, 2016, Mr [redacted] purchased a new NetSpend Card Account and attempted to activate it We were unable to verify his identity information so we requested documents to manually approve his Card Account The documents he provided were unacceptable to approve the Card Account so Mr [redacted] requested a refund check for the remaining Card Account balance We mailed his check to the address on file on October On November 21, Mr [redacted] notified us that he had not received the refund check We advised that a replacement check would not be available to send until November When Mr [redacted] contacted us on December 8, to inquire about the check, it was escalated for reissue A stop payment was put on the old check and a new check was mailed to Mr [redacted] on December In response to his communication, we spoke with Mr [redacted] on December 22, and explained the check had not been returned to us or cashed We confirmed the address with Mr [redacted] as being the same address where we sent both checks He should receive his new check within ten business days from December We have provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Tuesday, March 7, 2017To Whom It [redacted] Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the information she received in order to accept a tax refund deposit in her husband’s nameOn February 28, 2017, an Automated Clearing House (ACH) deposit for Ian [redacted] attempted to post to Mrs [redacted] Card Account A temporary block was placed on the Card Account due to the deposit being in another person’s name We notified her via text message to contact us and that the deposit would be returned to the sender by PM on March if no action is taken Mrs [redacted] husband added his information to the Card Account, but he did not verify additional security in order to post the depositThe deposit was returned back to the sender later that day In response to her communication, a member of our Corporate Office spoke with Mrs [redacted] on March 6, to discuss what occurred with her husband’s deposit We provided the return trace number for the deposit so she could relay the information to the IRSWe are sorry to hear that Mrs [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 proceduresWe have provided Mrs [redacted] with our contact information should she have any additional questions concerning this matter Thank you, [redacted] Corporate Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a verification request for her husband’s NetSpend account She’s requesting the removal of blocks in the future and to have her funds available to them To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card accountWhen our cardholders open a card account, we will ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themIf the account information is updated or changed we will validate those changes in a third part database On February 3, 2016, the date of birth was changed for Mrs [redacted] husband and the updated information could not be verified by our process As a result, we requested copies of identity documents in order to validate the changes Both Mrand Mrs [redacted] information was validated on February 5th and the account blocks were removed We also have not received any recent direct deposit from the IRS to their account NetSpend regrets the inconvenience that Mrs [redacted] has experienced with our productWe have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his disputes claims.On May 15, 2016, Mr [redacted] logged onto his online account to report several unauthorized transactions that posted to his account We immediately blocked his card to prevent any further unauthorized use Two dispute claims were opened and we promptly began our investigation We also informed Mr [redacted] of the investigation timeframes afforded to financial institutions under Regulation EOn May 26, we concluded our investigation of Mr [redacted] ’s claims and issued full reimbursement for the disputed transactions NetSpend is committed to providing a safe and secure product We appreciate Mr [redacted] ’s patience as we worked to resolve his dispute claims.We have provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund checkOn June 11, Mr [redacted] loaded funds to his new NetSpend cardMr [redacted] later requested a refund check for the available balance on his account, but the closure was not completedUpon receiving his complaint, we spoke with Mr [redacted] on June to obtain his card informationWe collected his name and address so the available balance could be mailed to him in the form of a refund checkMr [redacted] will receive his refund check within ten business daysWe apologize for the service that Mr [redacted] experienced with our Customer Service DepartmentWe have reported this incident to the management staff of the customer service agent he spoke with.We have provided Mr [redacted] with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because: cricket took my phone back to file a refund claim I am out of the and the phone and with no refund from them so you tell me what is wrong here I returned the phone and have not recieved a refund Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: They called me left a message when I returned there call I get an answering machine leave a message and they never call backI have called them three times and emailed my doc again with no responce Regards, [redacted] ***
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claims On March 31, 2016, Ms [redacted] contacted us to report that her card had been compromised and that an unauthorized transaction was pending to her account We immediately blocked the card to prevent any further unauthorized use We were unable to open a dispute claim immediately because the transaction was still pending To assist her with a dispute, we needed the transactions to first settle on the account On April 4, Ms [redacted] contacted us to dispute the transaction with Champion Rental because it had posted onto her account We promptly began our investigationWe also informed Ms [redacted] of the investigation timeframes afforded to financial institutions under Regulation E Due to the previous history Ms [redacted] has with the merchant, we requested additional information for her explaining why the transaction was an error We reached out to Ms [redacted] on April and received additional information from her in order to continue our investigationWe also explained that the card she transferred her funds to is linked to a separate account, with its own fee planBecause she was not aware of this we refunded the purchase transaction fees she was previously charged, and enrolled her in the monthly fee plan to avoid additional purchase transaction fees We understand how frustrating it can be to experience unauthorized charges on your accountNetSpend is very committed to providing a safe and secure product We provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Thursday, May 5, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a fraudulent use of his accountOn April 7, 2016, Mr [redacted] contacted us to report an unauthorized transfer to another NetSpend account We immediately opened a disputes claim and began our investigation We completed our investigation on April 21, and credited the disputed amount back to Mr [redacted] account Three days later, a person identifying themselves as Mr [redacted] contacted us to update the account information and request a new card This person was able to verify additional security information that only Mr [redacted] would be aware of The new card was activated for use on April We spoke with Mr [redacted] on May 3, and he informed us that his sister ordered the expedited card and spent his funds We promptly blocked all cards on his accounts and reported the incident to our Risk Management Team We closed all of Mr [redacted] accounts and he will no longer be able to open a product managed by NetSpend We also recommended that he report the incident by contacting the Federal Trade Commission (FTC) at www.ftc.gov/idtheft or by calling [redacted] (###-###-####) The FTC will provide a walk-through on how to report ID theft to credit bureaus, FTC, police, and affected financial institutionsWe 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] concerning a block on her Card AccountOn April 14, Ms [redacted] received a refund from merchant, Expedia We spoke with Ms [redacted] on April 15, and explained that when a refund is received on a Card Account that does not correspond with a prior debit transaction on that Card Account, or a refund is received that exceeds the amount of the original purchase transaction, it is our policy to request the original purchase receipt to authenticate the refund in accordance with our responsibilities under the Visa/MasterCard Processing RulesFor security reasons, the Card Account also remains temporarily restricted until we receive the purchase receipt and can validate the refundA member from our Corporate Office spoke with Ms [redacted] on April 19, Ms [redacted] provided the documentation and our Risk Management removed the restriction from her Card AccountOur records show that Ms [redacted] was able to access her funds the same day We have provided Ms [redacted] with our contact information should she have any additional questions concerning this matter Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] mentions the inconvenience that she’s received with NetSpend while attempting to access the funds from her recent direct depositShe wants her documents reviewed so she can gain access to her fundsOn August 27, 2015, we received a large deposit in Ms [redacted] ’s name and requested her to send us documents in order to validate the depositWhen the document was received the next day, it was sent to our Risk DepartmentOur Risk Department regularly monitors our cardholder’s accounts in efforts to prevent compromising activity, or unacceptable account usageRisk factors were identified that led to the blocking of Ms [redacted] ’ account on August 28thOur Risk Department requested additional identification documents in efforts to remove the second blockOn August 31st, both of the blocks were removed from Ms [redacted] account, and her deposit posted to the accountWe’ve attempted to reach Ms [redacted] in order to make sure that all of her concerns have been addressed, but we haven’t had the opportunity to speak with herWe appreciate Ms [redacted] for being a long time loyal cardholder with us, and regret the inconvenience that she’s experienced with the deposit posting to her accountWe 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
Tuesday, July 19, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim On July 15, 2016, Ms [redacted] contacted us to report unauthorized transactions that occurred on her account We immediately blocked her card to prevent additional unauthorized charges We opened a dispute claim and promptly began our investigationWe also informed Ms [redacted] of the investigation timeframes afforded under Regulation E During the investigation of Ms [redacted] ’s claim we identified several risk factors associated with her accountDue to these concerns, we have closed her account and we are no longer able to offer her NetSpend services.In response to her communication, we contacted Ms [redacted] on July to discuss her dispute claim We completed our investigation on this same date and provided full reimbursment for the disputed transactions Ms [redacted] will receive a refund check for the remaining account funds within business days.An individual was able to pass security on Ms [redacted] ’s account and ordered a card to a different address We recommended that Ms [redacted] report this identity theft to the Federal Trade Commission, at www.ftc.gov/idtheft or by calling [redacted] The FTC will provide a walk-through on how to report ID theft to credit bureaus, FTC, police, and affected financial institutions.We understand how frustrating it can be to experience unauthorized charges on your accountNetSpend is very committed to providing a safe and secure product Ms [redacted] has been provided with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Wednesday, December 13, 2017To Whom It May Concern: Thank you for forwarding Ms [redacted] - [redacted] ’ complaint to usNetspend relies on affiliate marketing services as a source for reaching potential new customers and card offer recipients’ information is acquired through these business relationshipsA consumer’s name and address is provided to the affiliate marketing service when the consumer opts in to receive offers and marketing materials from the third party, as well as any third party with whom they may share the informationBecause Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers years of age and older and have received permission to share it with us.The offer is not active and cannot be used unless activatedDuring activation, Netspend verifies the identity of the person activating the offer to ensure that the card offer can only be used by the intended recipientIf the recipient cannot be verified, then the offer cannot be activated.We permanently blocked the card offer on December 13, Additionally, we have submitted a request to our Marketing Department to provide information concerning how [redacted] - [redacted] ’ name and address was obtainedWe have also removed Ms [redacted] - [redacted] ’ name and address from our mailing list and she should not receive any future offers from any Netspend managed programs As you requested, we addressed this matter directly with Ms [redacted] - [redacted] on December 13, 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 concern.Thank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with her dispute and the closure of her accountOn January 30, 2016, Ms [redacted] disputed four unauthorized PIN based transactions that occurred on her NetSpend cardOur Customer Service informed her that an update would be provided within ten business days, February 12thShe disputed an additional ATM transaction on February 1st through her online account Both claims were closed as no error found and no credit was issued to the account A disputes closure letter was mailed to Ms [redacted] after the closing of each claim 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 Ms [redacted] ’s account on February 10th She is no longer eligible for NetSpend services as a resultThe factors that lead to the account closure are kept internal for security reasonsA check for the remaining funds on the account will be mailed to her address, and Ms [redacted] will receive it within ten business days from the date, March 10th We reached out to Ms [redacted] on March 10th, but unfortunately, we have not had the opportunity to speak with herWe will address her concerns when she returns our callNetSpend 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] Ms [redacted] states that her card was charged when she provided verbal and written instructions to NetSpend not to release payments to a merchantShe’s requesting to be reimbursed for the merchant transactions and the overdraft fees that were incurred as a result of the transactionsOn August 17, 2015, we spoke with Ms [redacted] about the disputed charges on her account from Her fist claim was successfully won for the cancelled recurring charge from Countrywide PeriodicalsThe payout was issued on June 11, On August 13, 2014, her second claim was closed with no error found after the merchant validated the transactionThe overdraft fee that was charged for the second disputed transaction was in accordance with the terms of the Overdraft Protection ProgramWe’ve mailed Ms [redacted] disputes closure letters that concluded the decision of both claimsNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of her disputes claim decisionsWe have provided her our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with activating her NetSpend account She’s requesting for her card to be activated so she can access her funds 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 We also inform the customer on the outside cover about the fees when using the card and that it must be activated before use Ms [redacted] attempted to activate her NetSpend card on February 8, through our website, [redacted] Additional information was needed to fully activate her account, and when she contacted our customer service, they requested for her to send in identity documentsSince she did not want to send in the required documents, the Limited Use option was offered to Ms [redacted] as a method to obtain the funds on her accountLimited Use allows funds to be dispensed from the NetSpend card at the point of sale using PIN and Signature transactionsOnce the funds are dispensed, the account will close and the card can be discardedWhen the card is converted to Limited Use, it cannot be reversed On February 16, 2016, we spoke with Ms [redacted] and addressed her concernsWe apologized for the unprofessional service she described The calls will be reviewed and appropriate action will be taken to prevent a reoccurrence We are sending her a check for the refunded transaction fees that she will receive within ten business days NetSpend regrets the inconvenience that Ms [redacted] experienced while attempting to activate her card We have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience she experienced with activating a NetSpend card she purchasedShe’s requesting a refund of the transaction fees associated with the account To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card accountWhen our cardholders open a card account, we will ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThis information can be found on the outside of our card packaging On the packaging we also inform the customer that this is not a gift card, the person activating the card must be at least 18, and of the fees associated with the use of the card A minor, under the age of 18, attempted to activate the NetSpend card Ms [redacted] purchased on January 19, Additional information was needed to fully activate the account, and our customer service requested for identity documents and for an adult to supply information so they could be entered as the primary on the accountThe document received was not acceptable to activate the accountAs an alternative, the Limited Use option was offered as a method to obtain the funds on the account without sending in identity documents This option was accepted on January 23rd Limited Use allows funds to be dispensed from the NetSpend card at the point of sale using PIN and Signature transactionsOnce the funds are dispensed, the account will close and the card can be discardedOnce the card is converted to Limited Use, it cannot be reversed We reached out to Ms [redacted] by telephone and email on January 26th Unfortunately, we have not had the opportunity to speak with her, but will assist with her concerns when she returns our call NetSpend regrets the inconvenience that Ms [redacted] experienced while attempting to fully activate her cardWe have provided her 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 she experienced with her dispute and the blocking of her new cardOn March 16, 2016, Ms [redacted] disputed an unauthorized transaction from ClkBank.com that occurred on her NetSpend cardOur Customer Service blocked the compromised card and ordered her a replacement The next day, our Disputes Department closed her claim and credited the full amount Ms [redacted] received the replacement card and activated it on March 26th 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 Ms***’s account on March 28th The factors that lead to the account block are kept internal for security reasonsMs [redacted] spoke with the Risk Department on March 30th and the block was removed We reached out to Ms [redacted] on March 30th, but unfortunately, we have not had the opportunity to speak with herWe will address her concerns when she returns our callNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the blocking 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
Complaint: [redacted] I am rejecting this response because:Regards, [redacted] I do not accept this because it was an error on NetSpend's part for allowing a blocked card to be chargedCredit my account immediately
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning fees on her NetSpend account She’s requesting to be reimbursed for the fees On October 31, 2015, Ms [redacted] purchased a NetSpend prepaid card at a retail store that distributes our product The outside of our packaging displays useful information so that the consumer can make an informed decision We provide details of the fees that occur when the card is usedThe package also informs the consumer of available Fee Plans that could possibly save money if subscribed toWe reached out to Ms [redacted] on December 1st by telephone and email We have not had the opportunity to speak with her, but will assist with her concerns about the fees incurred on her account, and alternative fee plans available to her NetSpend regrets the inconvenience that Ms [redacted] experienced with fees charged on her card We have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Thursday, December 22, To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund check he has not received.On October 20, 2016, Mr [redacted] purchased a new NetSpend Card Account and attempted to activate it We were unable to verify his identity information so we requested documents to manually approve his Card Account The documents he provided were unacceptable to approve the Card Account so Mr [redacted] requested a refund check for the remaining Card Account balance We mailed his check to the address on file on October On November 21, Mr [redacted] notified us that he had not received the refund check We advised that a replacement check would not be available to send until November When Mr [redacted] contacted us on December 8, to inquire about the check, it was escalated for reissue A stop payment was put on the old check and a new check was mailed to Mr [redacted] on December In response to his communication, we spoke with Mr [redacted] on December 22, and explained the check had not been returned to us or cashed We confirmed the address with Mr [redacted] as being the same address where we sent both checks He should receive his new check within ten business days from December We have provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Tuesday, March 7, 2017To Whom It [redacted] Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the information she received in order to accept a tax refund deposit in her husband’s nameOn February 28, 2017, an Automated Clearing House (ACH) deposit for Ian [redacted] attempted to post to Mrs [redacted] Card Account A temporary block was placed on the Card Account due to the deposit being in another person’s name We notified her via text message to contact us and that the deposit would be returned to the sender by PM on March if no action is taken Mrs [redacted] husband added his information to the Card Account, but he did not verify additional security in order to post the depositThe deposit was returned back to the sender later that day In response to her communication, a member of our Corporate Office spoke with Mrs [redacted] on March 6, to discuss what occurred with her husband’s deposit We provided the return trace number for the deposit so she could relay the information to the IRSWe are sorry to hear that Mrs [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 proceduresWe have provided Mrs [redacted] with our contact information should she have any additional questions concerning this matter Thank you, [redacted] Corporate Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a verification request for her husband’s NetSpend account She’s requesting the removal of blocks in the future and to have her funds available to them To help the Federal Government fight against funding terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a prepaid debit card accountWhen our cardholders open a card account, we will ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themIf the account information is updated or changed we will validate those changes in a third part database On February 3, 2016, the date of birth was changed for Mrs [redacted] husband and the updated information could not be verified by our process As a result, we requested copies of identity documents in order to validate the changes Both Mrand Mrs [redacted] information was validated on February 5th and the account blocks were removed We also have not received any recent direct deposit from the IRS to their account NetSpend regrets the inconvenience that Mrs [redacted] has experienced with our productWe have provided her with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning his disputes claims.On May 15, 2016, Mr [redacted] logged onto his online account to report several unauthorized transactions that posted to his account We immediately blocked his card to prevent any further unauthorized use Two dispute claims were opened and we promptly began our investigation We also informed Mr [redacted] of the investigation timeframes afforded to financial institutions under Regulation EOn May 26, we concluded our investigation of Mr [redacted] ’s claims and issued full reimbursement for the disputed transactions NetSpend is committed to providing a safe and secure product We appreciate Mr [redacted] ’s patience as we worked to resolve his dispute claims.We have provided Mr [redacted] with our contact information should he have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company