To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her card that has not arrived for her Turbo Tax account She’s requesting to have all of her funds transferred to another account On February 12th and 13th, 2016, Ms*** reported that she has not received her new cardWe assisted her with transferring her money to another Netspend account on both dates, however, we were not able to transfer more funds at this timeOn February 18th, I spoke with Ms [redacted] by phone and explained that the account to account transfer limits are set by our Risk Management Department to help protect against loss of funds and cannot be changed at this timeMs [redacted] had not received her card to this date and I advised that we will expedite a card to her at no charge.NetSpend regrets the inconvenience that Ms [redacted] experienced while waiting for full access to her funds 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
To Whom It May Concern: Thank you for forwarding Mr***’s 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 Mr***’s dispute claim and complaint that reimbursement was not providedAfter review, we’ve determined that his claim was handled correctlyAs you requested, we addressed this matter directly with Mr [redacted] on September and October by way of e-mail and telephoneWe provided him with further insight on the dispute processWe mailed Mr [redacted] a letter that should be received within the next business days Thank you for bringing this matter to our attentionThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Tuesday, September 6, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning misinformation he received regarding his replacement card.On August 27, 2016, Mr [redacted] contacted our Customer Service Department to report an unauthorized transaction that posted to his account We immediately blocked his card to prevent further unauthorized activityWe opened a dispute claim and began our investigationOn September 2, we concluded our investigation of Mr [redacted] ’ claim as the merchant refunded his account on August A member of our Corporate Response Team spoke with Mr [redacted] on September to discuss the replacement card he did not receiveA replacement card was not ordered for Mr [redacted] until September We have reimbursed the expedited card fee back to Mr [redacted] ’ account We apologize for the misinformation Mr [redacted] received from our Customer Service Department regarding his replacement cardWe have reported this incident to the management staff of the customer service agents he spoke with We have provided Mr [redacted] with our contact information should he have any additional questions or 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] has stated that her Revdex.com complaint ID [redacted] is not resolved because Social Security does not show a copy of the funds being returned to themShe wants the funds returned to herAs we stated in the previous response to complaint [redacted] , Ms [redacted] ’ account was closed for identity theftThe funds were confirmed as being received by US Treasury / Social SecurityNetSpend no longer has the funds so it is not possible for us to return the funds to herMs [redacted] must contact the Social Security office for any refund due to herThey will confirm her identity and provide benefits to the designated individualNetSpend regrets any inconvenience Ms [redacted] experienced as a result of the funds being returned to the senderShe will need to contact Social Security office for further informationThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Mr [redacted] states that he was blocked from getting a refund and NetSpend requested a receiptHe wants the refund of $to post to his accountOn June 15, 2015, Mr [redacted] ’s NetSpend card received a credit from Fry’s Electronics in the amount of $The system blocked the account because there was no corresponding debit for that amount from that specific merchantOur Risk Department requested a copy of the original purchase receipt for reviewThe invoice document that Mr [redacted] sent wasn’t an acceptable document to remove the blockWhen he sends the original purchase receipt showing the method of payment and date of purchase from Fry’s Electronics, we will review it for removal of the blockNetSpend regrets the inconvenience that Mr [redacted] experienced when attempting to obtain his refund from Fry’s ElectronicsHe has my contact information should he have any further questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because:I did have a conversation with the company repShe was very kind and willing to resolve the issueShe has said I would receive the funds in 3-business daysI will consider the complaint resolved when I receive the fundsI will update when I receive Regards, [redacted]
Wednesday, December 23, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience that she experienced with filing a disputes claim for an unauthorized transaction that occurred on her accountShe’s requesting access to her funds through her card On December 1, 2015, Ms [redacted] called customer service to open a disputes claim on a transaction from Wal-Mart for $Her claim was reviewed and reimbursed for the disputed amount on the tenth business day, December 15thIn an effort to protect NetSpend cardholders, our Risk Management Team regularly monitors their accounts in order to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the blocking of Ms [redacted] ’s accounts on December 15, As a result of these risk factors, Ms [redacted] is no longer eligible for NetSpend servicesShe had an ongoing disputes claim that was filed on November 2nd and this claim was paid out on December 17th A check was mailed to her address for the remaining account balance on December 21st We reached out to Ms [redacted] by telephone and email on December 23rd to address her concerns, but have not had the opportunity to speak with herNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of her account closureWe have provided her our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: Thank you for forwarding Ms [redacted] ’s complaint to us“Faster access to funds” is based on a comparison of Netspend’s policy of immediate availability versus the typical banking practice of only posting funds after settlement Direct Deposit and earlier availability of funds are subject to a payor’s support of this feature and timing of payor’s funding We do not guarantee an exact date on which a cardholder will receive a deposit We post deposits as soon as they arrive We offer and encourage our cardholders to sign up for our free Anytime Alerts, so they can receive a text message as soon as their deposit arrives We attempted to reach Ms [redacted] by phone and email on October 9, but unfortunately, were unable to speak with Ms [redacted] We emailed her on October outlining our actions to resolve her complaintThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because: I told the business that I had never received their card sent in January, and that I was unable to access my account onlineThe online account was essentially locked and the webpage error message said "You do not have an account"If I couldn't even log into the online account, then how could I check the balance as they show in their report? I had no access to the account beginning in May of They have also taken money from my PayPal account without authorization, and I just learned of this after contacting PayPalThe log in records are fraudulent and the transactions are as wellI want the money they stole from meI will not be letting this go until they refund the entire balance they stole Regards, [redacted] ***
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 will contact the persons whom I have been informed I need to contact and I will get back to Revdex.com with any updates Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: The terms and conditions doesn't apply for the true reason why my account was closedAlso as of 7/7/I requested two piece of information as followed: All documents sent to show detailing showing why my account was closed Also to speak to the manager over the man that I last was in communication with on 7/7/because he was unprofessional in this matter Regards, [redacted] ***
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a text message he received about a blocked NetSpend card He’s requesting information about the text message On March 8, 2016, we reached out to Mr [redacted] by telephone and email, but unfortunately, we have not had the opportunity to speak with him We will address his concerns when he returns our call The text message he received was not generated from NetSpend The telephone number in the text message is not associated with NetSpend Mr [redacted] ’s telephone number or email was not found in the NetSpend Activity Alerts System NetSpend regrets any inconvenience that Mr [redacted] experienced as a result of this text messageHe has been given my contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Monday, December 04, 2017To Whom It May Concern:Thank you for forwarding Ms***’s 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***’s dispute claim and complaint that provisional credit was not providedAfter review, we’ve determined that her claim was handled correctlyAs you requested, we addressed this matter directly with Ms [redacted] on November 29, by way of emailWe provided her with further insight on the dispute process and the documentation used during our investigationWe appreciate you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience AnalystNetspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] mentions a merchant’s billing error resulted in three successive overdraft fees on her account and she requested the reversal of these feesAlthough the fees were charged in accordance with the Optiona Overdraft Protection we refunded the fees on September 10, NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the merchant’s billing errorShe has been provided my contact information should she have any further questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] , filed with your office by [redacted] concerning the NetSpend Prepaid MasterCard offer that she received in the mailShe’s requesting to be opted out of future card offers, and to know how we received her informationThe offer (and accompanying disclosures) Ms [redacted] received was distributed in compliance with the Electronic Fund Transfer Act as implemented through Regulation E (CFR 1005.5(b))Her social security number and date of birth were not provided and are not connected to this offer in any wayNo account in her name has been activated without her permissionThis offer is NOT a credit card, it contains no value, and it cannot be used to conduct transactionsNo credit report has been or will be obtained in connection with this offer, and this offer does not have any effect on Ms [redacted] ’ creditNetSpend works with third party marketing partners that provide us with information for consumers who may need a service like the NetSpend Prepaid MasterCardWe mail those consumers card offersBecause Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers and have received permission to share it with usAgain, 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 can only be used by the intended recipientOn October 8, 2015, we spoke with Ms [redacted] concerning the card offer she receivedWe informed her that we have removed her name and address from our mailing list and she should not receive any future offers from any NetSpend managed programsWe’ve also submitted a request to obtain specific details of how Ms [redacted] ’ information was obtained for this card offerWhen it is received, we will relay the information to herWe apologize for any inconvenience that Ms [redacted] experienced as a result of this card offerShe has been given our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim On December 5, 2016, an individual identifying themselves as Ms [redacted] , called Customer Service to report the card as lost/stolen Ms [redacted] received an alert that her card account had been blocked and called to inform us that her card was not stolen but in her possession While Ms [redacted] was on the phone, an account-to-account transfer was initiated and her funds transferred to another NetSpend cardholder’s account Ms [redacted] received the transfer alert message to her cell phone and she informed us that she did not authorize the transferWe promptly opened a dispute claim and began our investigationWe informed Ms [redacted] of the investigation timeframe afforded under Regulation E We also disabled the account-to-account transfer feature on her account to prevent further unauthorized transfersWe located the account where the funds were transferred to and we recovered a partial amount of Ms [redacted] ’s funds A member of our Corporate Customer Response Team spoke with Ms [redacted] on December 14, and explained the dispute process We informed her that the next scheduled update for her claim was December On December 19, we completed our investigation and reimbursed Ms [redacted] ’s account for the unauthorized transfer We understand how frustrating it can be to experience unauthorized activity on your accountNetSpend is very committed to providing a safe and secure product 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: I have recived a letter from them saying they will pay back of the of dipute which has more than a hundere and clander days oldSince they will pay back that much I want the others Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience he experienced with his dispute while he was incarceratedOn March 15, 2016, MrLa [redacted] disputed ten unauthorized PIN and signature based transactions that occurred on his NetSpend card between the dates February 4th and March 3rd Our Disputes Department closed his claim on March 29th as no error found and no credit issued A dispute closure letter was mailed to his address and emailed to his inbox at [redacted] We spoke with Mr [redacted] on March 30th and addressed his concerns He emailed the details of the circumstances surrounding his incarceration and disputed charges to us, and we forwarded it to our Disputes Department for review On April 1st, we reached out to Mr [redacted] and informed him by email that the claim decision remains the same, closed with no error found NetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the closing of his disputes claimWe have provided him 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 restriction on her account During routine monitoring, we placed a temporary restriction on Ms [redacted] account on September 29, because we detected suspicious activity In order to remove the restriction, we asked Ms [redacted] to provide us with documents to verify her identificationAs of the date of this letter, we have not received the required documents to remove the restriction from her accountOn October 3, our Risk Management Team closed Ms [redacted] account because we identified risk factors associated with her account activityFor security reasons, these risk factors are not shared with consumers Ms [redacted] is no longer eligible for products managed by NetSpend In response to her communication, we attempted to contact Ms [redacted] , but we have not had the opportunity to speak with her A check for the remaining account balance will be mailed to Ms [redacted] at the address on fileShe should receive this check within ten business days 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
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a card offer that her child receivedShe’s requesting for her child’s information to be removed from our systemNetSpend 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 activatedDuring activation, NetSpend 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 offer activation, we collect social security number and date of birth to verify identity onlyThere is no credit check involved in the offer or activation We do not know the age of the recipient until activation We sent communications to Ms [redacted] to obtain the necessary information to locate the card offer she is referencing Once she provides us with the information that we’ve requested, we will be able to assist with her requests NetSpend regrets the inconvenience Ms [redacted] experienced as a result of her child receiving our card offer She has been given our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her card that has not arrived for her Turbo Tax account She’s requesting to have all of her funds transferred to another account On February 12th and 13th, 2016, Ms*** reported that she has not received her new cardWe assisted her with transferring her money to another Netspend account on both dates, however, we were not able to transfer more funds at this timeOn February 18th, I spoke with Ms [redacted] by phone and explained that the account to account transfer limits are set by our Risk Management Department to help protect against loss of funds and cannot be changed at this timeMs [redacted] had not received her card to this date and I advised that we will expedite a card to her at no charge.NetSpend regrets the inconvenience that Ms [redacted] experienced while waiting for full access to her funds 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
To Whom It May Concern: Thank you for forwarding Mr***’s 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 Mr***’s dispute claim and complaint that reimbursement was not providedAfter review, we’ve determined that his claim was handled correctlyAs you requested, we addressed this matter directly with Mr [redacted] on September and October by way of e-mail and telephoneWe provided him with further insight on the dispute processWe mailed Mr [redacted] a letter that should be received within the next business days Thank you for bringing this matter to our attentionThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Tuesday, September 6, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning misinformation he received regarding his replacement card.On August 27, 2016, Mr [redacted] contacted our Customer Service Department to report an unauthorized transaction that posted to his account We immediately blocked his card to prevent further unauthorized activityWe opened a dispute claim and began our investigationOn September 2, we concluded our investigation of Mr [redacted] ’ claim as the merchant refunded his account on August A member of our Corporate Response Team spoke with Mr [redacted] on September to discuss the replacement card he did not receiveA replacement card was not ordered for Mr [redacted] until September We have reimbursed the expedited card fee back to Mr [redacted] ’ account We apologize for the misinformation Mr [redacted] received from our Customer Service Department regarding his replacement cardWe have reported this incident to the management staff of the customer service agents he spoke with We have provided Mr [redacted] with our contact information should he have any additional questions or 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] has stated that her Revdex.com complaint ID [redacted] is not resolved because Social Security does not show a copy of the funds being returned to themShe wants the funds returned to herAs we stated in the previous response to complaint [redacted] , Ms [redacted] ’ account was closed for identity theftThe funds were confirmed as being received by US Treasury / Social SecurityNetSpend no longer has the funds so it is not possible for us to return the funds to herMs [redacted] must contact the Social Security office for any refund due to herThey will confirm her identity and provide benefits to the designated individualNetSpend regrets any inconvenience Ms [redacted] experienced as a result of the funds being returned to the senderShe will need to contact Social Security office for further informationThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Mr [redacted] states that he was blocked from getting a refund and NetSpend requested a receiptHe wants the refund of $to post to his accountOn June 15, 2015, Mr [redacted] ’s NetSpend card received a credit from Fry’s Electronics in the amount of $The system blocked the account because there was no corresponding debit for that amount from that specific merchantOur Risk Department requested a copy of the original purchase receipt for reviewThe invoice document that Mr [redacted] sent wasn’t an acceptable document to remove the blockWhen he sends the original purchase receipt showing the method of payment and date of purchase from Fry’s Electronics, we will review it for removal of the blockNetSpend regrets the inconvenience that Mr [redacted] experienced when attempting to obtain his refund from Fry’s ElectronicsHe has my contact information should he have any further questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because:I did have a conversation with the company repShe was very kind and willing to resolve the issueShe has said I would receive the funds in 3-business daysI will consider the complaint resolved when I receive the fundsI will update when I receive Regards, [redacted]
Wednesday, December 23, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience that she experienced with filing a disputes claim for an unauthorized transaction that occurred on her accountShe’s requesting access to her funds through her card On December 1, 2015, Ms [redacted] called customer service to open a disputes claim on a transaction from Wal-Mart for $Her claim was reviewed and reimbursed for the disputed amount on the tenth business day, December 15thIn an effort to protect NetSpend cardholders, our Risk Management Team regularly monitors their accounts in order to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the blocking of Ms [redacted] ’s accounts on December 15, As a result of these risk factors, Ms [redacted] is no longer eligible for NetSpend servicesShe had an ongoing disputes claim that was filed on November 2nd and this claim was paid out on December 17th A check was mailed to her address for the remaining account balance on December 21st We reached out to Ms [redacted] by telephone and email on December 23rd to address her concerns, but have not had the opportunity to speak with herNetSpend regrets the inconvenience that Ms [redacted] experienced as a result of her account closureWe have provided her our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: Thank you for forwarding Ms [redacted] ’s complaint to us“Faster access to funds” is based on a comparison of Netspend’s policy of immediate availability versus the typical banking practice of only posting funds after settlement Direct Deposit and earlier availability of funds are subject to a payor’s support of this feature and timing of payor’s funding We do not guarantee an exact date on which a cardholder will receive a deposit We post deposits as soon as they arrive We offer and encourage our cardholders to sign up for our free Anytime Alerts, so they can receive a text message as soon as their deposit arrives We attempted to reach Ms [redacted] by phone and email on October 9, but unfortunately, were unable to speak with Ms [redacted] We emailed her on October outlining our actions to resolve her complaintThank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Analyst Netspend, a TSYS Company
Complaint: [redacted] I am rejecting this response because: I told the business that I had never received their card sent in January, and that I was unable to access my account onlineThe online account was essentially locked and the webpage error message said "You do not have an account"If I couldn't even log into the online account, then how could I check the balance as they show in their report? I had no access to the account beginning in May of They have also taken money from my PayPal account without authorization, and I just learned of this after contacting PayPalThe log in records are fraudulent and the transactions are as wellI want the money they stole from meI will not be letting this go until they refund the entire balance they stole Regards, [redacted] ***
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 will contact the persons whom I have been informed I need to contact and I will get back to Revdex.com with any updates Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: The terms and conditions doesn't apply for the true reason why my account was closedAlso as of 7/7/I requested two piece of information as followed: All documents sent to show detailing showing why my account was closed Also to speak to the manager over the man that I last was in communication with on 7/7/because he was unprofessional in this matter Regards, [redacted] ***
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a text message he received about a blocked NetSpend card He’s requesting information about the text message On March 8, 2016, we reached out to Mr [redacted] by telephone and email, but unfortunately, we have not had the opportunity to speak with him We will address his concerns when he returns our call The text message he received was not generated from NetSpend The telephone number in the text message is not associated with NetSpend Mr [redacted] ’s telephone number or email was not found in the NetSpend Activity Alerts System NetSpend regrets any inconvenience that Mr [redacted] experienced as a result of this text messageHe has been given my contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Monday, December 04, 2017To Whom It May Concern:Thank you for forwarding Ms***’s 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***’s dispute claim and complaint that provisional credit was not providedAfter review, we’ve determined that her claim was handled correctlyAs you requested, we addressed this matter directly with Ms [redacted] on November 29, by way of emailWe provided her with further insight on the dispute process and the documentation used during our investigationWe appreciate you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience AnalystNetspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] mentions a merchant’s billing error resulted in three successive overdraft fees on her account and she requested the reversal of these feesAlthough the fees were charged in accordance with the Optiona Overdraft Protection we refunded the fees on September 10, NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of the merchant’s billing errorShe has been provided my contact information should she have any further questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] , filed with your office by [redacted] concerning the NetSpend Prepaid MasterCard offer that she received in the mailShe’s requesting to be opted out of future card offers, and to know how we received her informationThe offer (and accompanying disclosures) Ms [redacted] received was distributed in compliance with the Electronic Fund Transfer Act as implemented through Regulation E (CFR 1005.5(b))Her social security number and date of birth were not provided and are not connected to this offer in any wayNo account in her name has been activated without her permissionThis offer is NOT a credit card, it contains no value, and it cannot be used to conduct transactionsNo credit report has been or will be obtained in connection with this offer, and this offer does not have any effect on Ms [redacted] ’ creditNetSpend works with third party marketing partners that provide us with information for consumers who may need a service like the NetSpend Prepaid MasterCardWe mail those consumers card offersBecause Netspend feels strongly about customer privacy, we only contract with marketing affiliates that have collected the information from willing consumers and have received permission to share it with usAgain, 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 can only be used by the intended recipientOn October 8, 2015, we spoke with Ms [redacted] concerning the card offer she receivedWe informed her that we have removed her name and address from our mailing list and she should not receive any future offers from any NetSpend managed programsWe’ve also submitted a request to obtain specific details of how Ms [redacted] ’ information was obtained for this card offerWhen it is received, we will relay the information to herWe apologize for any inconvenience that Ms [redacted] experienced as a result of this card offerShe has been given our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim On December 5, 2016, an individual identifying themselves as Ms [redacted] , called Customer Service to report the card as lost/stolen Ms [redacted] received an alert that her card account had been blocked and called to inform us that her card was not stolen but in her possession While Ms [redacted] was on the phone, an account-to-account transfer was initiated and her funds transferred to another NetSpend cardholder’s account Ms [redacted] received the transfer alert message to her cell phone and she informed us that she did not authorize the transferWe promptly opened a dispute claim and began our investigationWe informed Ms [redacted] of the investigation timeframe afforded under Regulation E We also disabled the account-to-account transfer feature on her account to prevent further unauthorized transfersWe located the account where the funds were transferred to and we recovered a partial amount of Ms [redacted] ’s funds A member of our Corporate Customer Response Team spoke with Ms [redacted] on December 14, and explained the dispute process We informed her that the next scheduled update for her claim was December On December 19, we completed our investigation and reimbursed Ms [redacted] ’s account for the unauthorized transfer We understand how frustrating it can be to experience unauthorized activity on your accountNetSpend is very committed to providing a safe and secure product 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: I have recived a letter from them saying they will pay back of the of dipute which has more than a hundere and clander days oldSince they will pay back that much I want the others Regards, [redacted]
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the inconvenience he experienced with his dispute while he was incarceratedOn March 15, 2016, MrLa [redacted] disputed ten unauthorized PIN and signature based transactions that occurred on his NetSpend card between the dates February 4th and March 3rd Our Disputes Department closed his claim on March 29th as no error found and no credit issued A dispute closure letter was mailed to his address and emailed to his inbox at [redacted] We spoke with Mr [redacted] on March 30th and addressed his concerns He emailed the details of the circumstances surrounding his incarceration and disputed charges to us, and we forwarded it to our Disputes Department for review On April 1st, we reached out to Mr [redacted] and informed him by email that the claim decision remains the same, closed with no error found NetSpend regrets the inconvenience that Mr [redacted] experienced as a result of the closing of his disputes claimWe have provided him 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 restriction on her account During routine monitoring, we placed a temporary restriction on Ms [redacted] account on September 29, because we detected suspicious activity In order to remove the restriction, we asked Ms [redacted] to provide us with documents to verify her identificationAs of the date of this letter, we have not received the required documents to remove the restriction from her accountOn October 3, our Risk Management Team closed Ms [redacted] account because we identified risk factors associated with her account activityFor security reasons, these risk factors are not shared with consumers Ms [redacted] is no longer eligible for products managed by NetSpend In response to her communication, we attempted to contact Ms [redacted] , but we have not had the opportunity to speak with her A check for the remaining account balance will be mailed to Ms [redacted] at the address on fileShe should receive this check within ten business days 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
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a card offer that her child receivedShe’s requesting for her child’s information to be removed from our systemNetSpend 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 activatedDuring activation, NetSpend 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 offer activation, we collect social security number and date of birth to verify identity onlyThere is no credit check involved in the offer or activation We do not know the age of the recipient until activation We sent communications to Ms [redacted] to obtain the necessary information to locate the card offer she is referencing Once she provides us with the information that we’ve requested, we will be able to assist with her requests NetSpend regrets the inconvenience Ms [redacted] experienced as a result of her child receiving our card offer She has been given our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company