Complaint: [redacted] I am rejecting this response because: Regards, [redacted] *** When you send a company your Social Security card and a copy of your current valid California identification I don't know what else you would need to verify a person so I'm gonna go ahead and tell you straight up these people just lieI hope in there check the include compensation for the purchase of the prepaid credit card as well as the $that was put on the credit card compensating me for my time and inconvenience wouldn't be out of the question as well
Complaint: [redacted] I am rejecting this response because: YES I DID recieve a phone message and email from Netspend (***) NOi do NOT have my tax refund yet ...I have not yet had a chance to return Mr"***"s phone call as of yet because I work in the PACIFIC time zone and have yet to find time during my work day to call him back However in his EMAIL to my personal account he (Netspend) once again assured me that my Tax refund, funds are awaiting return to the I.R.S as per EVERY conversation i've ever had with customer service of NetspendSo excuse me if i'm a bit scepticalYES I do intend on returning ***'s phone message asap on monday morning (23rd) I would however like to note that in his personal email message to me, he "***" stated that there was nothing further I needed to do pending notification of the I.R.Srecieving my funds from NETSPEND But I will however call him as soon as possible to get clarification of the whereabouts of my funds Regards, [redacted] ***
To Whom It May Concern:We received additional comments on complaint # [redacted] filed with your office by [redacted] ***Mr [redacted] mentions filing a complaint regarding his funds being returned to Social Security with his state Attorney GeneralOur Risk Management Team identified risk factors that led to the blocking of Mr***’s accounts on August 5, Mr [redacted] is no longer eligible for NetSpend services as a result of these risk factorsFor security purposes the methods in which we’ve identified the risk factors are kept internalA check with the remainder of Mr***’s has been returned to the US Treasury / Social Security AdministrationOn September 24, 2015, we spoke with Mr [redacted] and informed him that we’ve received confirmation that the check was received by the US Treasury on September 2ndNetSpend no longer has the fundsNetSpend regrets any inconvenience that Mr [redacted] experienced as a result of his account closureWe have provided him with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Monday, April 17, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the activation of her Card AccountWe are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a Card Account with us When our cardholders open a Card Account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed on the inside flap of the card package and is visible to consumers prior to purchase Our packaging also informs that the person activating the card must be at least years of age and that it is not a gift card On March 10, 2017, Ms [redacted] purchased a new Card Account at Wal-Mart and loaded $on to it Ms [redacted] attempted to activate her new Netspend Card Account on April MsWilliams’ identity information could not be automatically verified and we requested her to provide copies of her identification documents to verify her identity in order to approve the Card Account.A member of our Corporate Office reached out to Ms [redacted] on April to discuss her Card Account and why documentation was requested Ms [redacted] had already chosen to close her Card Account on April We informed Ms [redacted] through email that the card purchase fee was reimbursed She will receive her refund checks within business days at the address on file.We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Customer Experience AnalystNetspend, a TSYS Company
Monday, July 25, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning fees on a temporary cardOn January 8, 2016, Ms [redacted] ’s temporary card was purchased from a retail storeMs [redacted] called to activate her card on July 25, Our Customer Service Department advised Ms [redacted] that her temporary card had expired and they ordered her a replacementShe was also informed of the maintenance fees associated with her account in accordance with the terms and conditions of the cardUpon receiving Ms [redacted] ’s complaint, we reached out to her, but unfortunately, we were unable to speak with herWe emailed her that the replacement card will be received within ten business daysWe also issued her a courtesy credit for the account maintenance fees and restored her account balance to the original amountWe have provided Ms [redacted] with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me While why the company claims the issues arose are true (they failed to mention that they did not tell me about the block being put in place by their risk department even when I called back in with the reference number provided to me by the company; however that still does not justify being mishandeled by customer service repeatedly which [redacted] admitted on the phone) I would like that to remain noted on the account Regards, [redacted] ***
Wednesday, December 28, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her Card AccountOn December 21, 2016, an individual, identifying themselves as Mrs [redacted] , contacted our Customer Service Department to report the card as lost/stolen Mrs [redacted] received an alert that her Card Account had been blocked and she contacted us to advise that her Card Account was not stolen, but in her possession She requested to move her funds to her husband’s Card Account We moved the funds to the specified Card Account and ordered Ms [redacted] a replacement Card Account On December 21, an individual, identifying themselves as MrHutchison, contacted our Customer Service Department to complete an account to account transfer to another NetSpend Card Account Mr [redacted] contacted us after the transfer was made and advised that he did not authorize it We immediately opened a dispute claim and provided the investigation timeframe afforded under Regulation E.A member of our Corporate Customer Response Team spoke with Mrand Mrs [redacted] on December 23, to assist with their Card Accounts We informed Mrs [redacted] and her husband that the next scheduled update for the dispute claim is January 6, We apologize for the service that Mrand Mrs [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents they spoke withWe have provided Mrs [redacted] and her husband with our contact information should they 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 an unauthorized transfer of funds from her NetSpend accountShe’s requesting to have the funds returned to her On February 27, 2016, MsNevels reported an unauthorized transfer of funds from her account to another NetSpend account in the amount of $ Our Customer Service Department told her the disputes claim would be updated in ten business days, March11th Our Disputes Department may request additional information if needed and will determine if a temporary credit will be issued for the ongoing claim on that date We reached out to MsNevels on March 7th, by telephone and email, but unfortunately, we have not had the opportunity to speak with her We will assist her with her concerns when she returns our call NetSpend regrets the inconvenience that MsNevels experienced as a result of the unauthorized transfer from her accountWe 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] ***Mr [redacted] states that his disputes claim from was closed because we did not have his signatureHe wants his stolen money refundedOn December 26, we closed Mr***’s disputes claim as no error foundWe requested a written statement from him explaining why he was disputing the transaction but it was not receivedOn May 13, we reopened his claim and issued a payoutUnfortunately he has not responded to our callsWe informed him of the new review results by emailWhen he returns our correspondence we will assist with the retrieval of his fundsNetSpend regrets any inconvenience Mr [redacted] has experienced while waiting for his disputes claim to settleHe has been given our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards [redacted] handled my complaint with professionalism courtesy and the upmost respectHe did reverse the overdraft feesHe and I came to an understanding about future purchases/feesI WAS VERY WELL PLEASED [redacted]
To Whom It May Concern: We received additional comments on complaint # filed with your office by [redacted] regarding her request to receive a refund check with her remaining account balance We spoke with Ms [redacted] on December 29, and addressed her concernsThe check that was mailed to her address on December 2nd was voided, and a new check was mailed on January 7, Ms [redacted] has our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund check he has not receivedOn April 1, 2016, [redacted] attempted to activate his cardDue to a previous account [redacted] had with us, we were unable to activate his card [redacted] ***’s previous account was closed by our Risk Management Team and he is no longer eligible for products managed by NetSpendA refund check for the remaining balance on [redacted] ***’s account was mailed on April to the address he providedUpon receiving [redacted] ***’s complaint, we spoke with him on May 11, and updated his address to include his apartment numberThe initial refund check was canceled and a replacement check was issued [redacted] will receive this check within ten business daysWe have provided [redacted] our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that her account was closed when she filed a disputes claim with NetSpendShe wants a refund check for her remaining funds in her debit and savings accountsOur Risk Management Team regularly monitors our card [redacted] ’s accounts in efforts to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to blocking Ms [redacted] ’s account on July 1, Ms [redacted] is no longer eligible for NetSpend servicesWe spoke with Ms [redacted] on August 4th and informed her that a check for the account and savings balance will be mailed to her on August 7thNetSpend regrets any inconvenience Ms [redacted] experienced with the review and closure of her accountWe have provided her with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim On October 7, 2016, Ms [redacted] contacted our Customer Service Department to report that she did not receive funds from an ATM transaction We immediately opened a dispute claim and began our investigationWe also informed Ms [redacted] of the investigation timeframe afforded under Regulation E On October 24, we determined that Ms [redacted] dispute claim was not eligible for a provisional credit, but we are continuing our efforts to investigate her claim The claim is scheduled to be finalized by the end of the day November The results of the investigation will be sent to Ms [redacted] in writing within business days of completing our investigation A member of our Corporate Response Team spoke with Ms [redacted] on October 31, to discuss her dispute claimWe completed our investigation and provided full reimbursement to her account for the ATM withdrawal The fees associated with the ATM withdrawal were also reimbursed 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] Ms [redacted] mentions the inconvenience that she’s experienced while trying to use our productShe’s requesting to have all of her funds returned to herThe USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card accountWhen our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them NetSpend is compliant with the laws concerning the prepaid debit card On December 10, our system prompted Ms [redacted] to send in documents to validate her account before activating her cardThis included her social security number, state issued photo ID, and proof of addressMs [redacted] was informed on December 12th that we were still in need of validating her street addressWe attempted to contact Ms [redacted] on December 23rd, but have not had the opportunity to speak with herWe sent her an e-mail, listing acceptable forms of documentation to approve her account NetSpend regrets any inconvenience that Ms [redacted] experienced while attempting to activate her cardShe has been provided with our direct contact information in case she has any further questions 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 refund check that has not been receivedOn May 23, 2016, Mr [redacted] s account was closed due to risk factors that were identified during our investigation of his previous dispute claimOn June 24, 2016, a refund check was mailed to Mr [redacted] s address on fileHe will receive his check within ten business daysWe reached out to Mr [redacted] on June 28, but unfortunately, we have not had the opportunity to speak with himWe provided information regarding his refund check by emailWe also informed him a second check for the $check processing fee will be mailed to his address on fileHe will receive his checks within ten business days from their mailing datesWe 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
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 me Regards, [redacted] [redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the funds on his account We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with us When our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is presented on the card packaging prior to purchase and within the terms and conditions that are provided with the cardOn September 23, 2016, Mr [redacted] attempted to activate his new NetSpend card, but his identity information could not be automatically verified We requested him to provide copies of his identification documents to verify his identity manually In response to his communication, we attempted to reach out to Mr [redacted] on October 5, but unfortunately, we were unable to speak with himThe remaining balance on Mr [redacted] account will be mailed to the address we have on file He should receive the refund check within business daysWe 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, May 26, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that her card was blocked due to a negative balance left on an old account She wants her money back because she does not know about the old account On May 26, 2015, we contact Ms [redacted] about her recent card We explained that the other account matched her information and was left with a negative balance for more than days She told us that she had no knowledge of the older account We resolved her issue and a check will be mailed to her on May 29th She is no longer eligible for NetSpend Services If Ms [redacted] has any additional questions or concerns, she can contact us at [redacted] 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 block that took place on her new card that was caused by a previous negative balance She’s requesting for the block to be removed so that she can access her account On October 12, 2015, Ms [redacted] attempted to activate her prepaid debit card, but our system recognized that her information was associated with a previous account that had a negative balanceOur system automatically blocked her new account as a result She informed us that she was willing to pay the outstanding amountMs [redacted] ’ deposit posted to her new account on October 16th, and the outstanding negative balance was recovered The block was removed from her new account, and Ms [redacted] was able to fully activate her card NetSpend regrets the inconvenience that Ms [redacted] experienced while activating her new 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
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] *** When you send a company your Social Security card and a copy of your current valid California identification I don't know what else you would need to verify a person so I'm gonna go ahead and tell you straight up these people just lieI hope in there check the include compensation for the purchase of the prepaid credit card as well as the $that was put on the credit card compensating me for my time and inconvenience wouldn't be out of the question as well
Complaint: [redacted] I am rejecting this response because: YES I DID recieve a phone message and email from Netspend (***) NOi do NOT have my tax refund yet ...I have not yet had a chance to return Mr"***"s phone call as of yet because I work in the PACIFIC time zone and have yet to find time during my work day to call him back However in his EMAIL to my personal account he (Netspend) once again assured me that my Tax refund, funds are awaiting return to the I.R.S as per EVERY conversation i've ever had with customer service of NetspendSo excuse me if i'm a bit scepticalYES I do intend on returning ***'s phone message asap on monday morning (23rd) I would however like to note that in his personal email message to me, he "***" stated that there was nothing further I needed to do pending notification of the I.R.Srecieving my funds from NETSPEND But I will however call him as soon as possible to get clarification of the whereabouts of my funds Regards, [redacted] ***
To Whom It May Concern:We received additional comments on complaint # [redacted] filed with your office by [redacted] ***Mr [redacted] mentions filing a complaint regarding his funds being returned to Social Security with his state Attorney GeneralOur Risk Management Team identified risk factors that led to the blocking of Mr***’s accounts on August 5, Mr [redacted] is no longer eligible for NetSpend services as a result of these risk factorsFor security purposes the methods in which we’ve identified the risk factors are kept internalA check with the remainder of Mr***’s has been returned to the US Treasury / Social Security AdministrationOn September 24, 2015, we spoke with Mr [redacted] and informed him that we’ve received confirmation that the check was received by the US Treasury on September 2ndNetSpend no longer has the fundsNetSpend regrets any inconvenience that Mr [redacted] experienced as a result of his account closureWe have provided him with our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Monday, April 17, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the activation of her Card AccountWe are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a Card Account with us When our cardholders open a Card Account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is displayed on the inside flap of the card package and is visible to consumers prior to purchase Our packaging also informs that the person activating the card must be at least years of age and that it is not a gift card On March 10, 2017, Ms [redacted] purchased a new Card Account at Wal-Mart and loaded $on to it Ms [redacted] attempted to activate her new Netspend Card Account on April MsWilliams’ identity information could not be automatically verified and we requested her to provide copies of her identification documents to verify her identity in order to approve the Card Account.A member of our Corporate Office reached out to Ms [redacted] on April to discuss her Card Account and why documentation was requested Ms [redacted] had already chosen to close her Card Account on April We informed Ms [redacted] through email that the card purchase fee was reimbursed She will receive her refund checks within business days at the address on file.We have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Customer Experience AnalystNetspend, a TSYS Company
Monday, July 25, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning fees on a temporary cardOn January 8, 2016, Ms [redacted] ’s temporary card was purchased from a retail storeMs [redacted] called to activate her card on July 25, Our Customer Service Department advised Ms [redacted] that her temporary card had expired and they ordered her a replacementShe was also informed of the maintenance fees associated with her account in accordance with the terms and conditions of the cardUpon receiving Ms [redacted] ’s complaint, we reached out to her, but unfortunately, we were unable to speak with herWe emailed her that the replacement card will be received within ten business daysWe also issued her a courtesy credit for the account maintenance fees and restored her account balance to the original amountWe have provided Ms [redacted] with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me While why the company claims the issues arose are true (they failed to mention that they did not tell me about the block being put in place by their risk department even when I called back in with the reference number provided to me by the company; however that still does not justify being mishandeled by customer service repeatedly which [redacted] admitted on the phone) I would like that to remain noted on the account Regards, [redacted] ***
Wednesday, December 28, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her Card AccountOn December 21, 2016, an individual, identifying themselves as Mrs [redacted] , contacted our Customer Service Department to report the card as lost/stolen Mrs [redacted] received an alert that her Card Account had been blocked and she contacted us to advise that her Card Account was not stolen, but in her possession She requested to move her funds to her husband’s Card Account We moved the funds to the specified Card Account and ordered Ms [redacted] a replacement Card Account On December 21, an individual, identifying themselves as MrHutchison, contacted our Customer Service Department to complete an account to account transfer to another NetSpend Card Account Mr [redacted] contacted us after the transfer was made and advised that he did not authorize it We immediately opened a dispute claim and provided the investigation timeframe afforded under Regulation E.A member of our Corporate Customer Response Team spoke with Mrand Mrs [redacted] on December 23, to assist with their Card Accounts We informed Mrs [redacted] and her husband that the next scheduled update for the dispute claim is January 6, We apologize for the service that Mrand Mrs [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents they spoke withWe have provided Mrs [redacted] and her husband with our contact information should they 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 an unauthorized transfer of funds from her NetSpend accountShe’s requesting to have the funds returned to her On February 27, 2016, MsNevels reported an unauthorized transfer of funds from her account to another NetSpend account in the amount of $ Our Customer Service Department told her the disputes claim would be updated in ten business days, March11th Our Disputes Department may request additional information if needed and will determine if a temporary credit will be issued for the ongoing claim on that date We reached out to MsNevels on March 7th, by telephone and email, but unfortunately, we have not had the opportunity to speak with her We will assist her with her concerns when she returns our call NetSpend regrets the inconvenience that MsNevels experienced as a result of the unauthorized transfer from her accountWe 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] ***Mr [redacted] states that his disputes claim from was closed because we did not have his signatureHe wants his stolen money refundedOn December 26, we closed Mr***’s disputes claim as no error foundWe requested a written statement from him explaining why he was disputing the transaction but it was not receivedOn May 13, we reopened his claim and issued a payoutUnfortunately he has not responded to our callsWe informed him of the new review results by emailWhen he returns our correspondence we will assist with the retrieval of his fundsNetSpend regrets any inconvenience Mr [redacted] has experienced while waiting for his disputes claim to settleHe has been given our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards [redacted] handled my complaint with professionalism courtesy and the upmost respectHe did reverse the overdraft feesHe and I came to an understanding about future purchases/feesI WAS VERY WELL PLEASED [redacted]
To Whom It May Concern: We received additional comments on complaint # filed with your office by [redacted] regarding her request to receive a refund check with her remaining account balance We spoke with Ms [redacted] on December 29, and addressed her concernsThe check that was mailed to her address on December 2nd was voided, and a new check was mailed on January 7, Ms [redacted] has our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning a refund check he has not receivedOn April 1, 2016, [redacted] attempted to activate his cardDue to a previous account [redacted] had with us, we were unable to activate his card [redacted] ***’s previous account was closed by our Risk Management Team and he is no longer eligible for products managed by NetSpendA refund check for the remaining balance on [redacted] ***’s account was mailed on April to the address he providedUpon receiving [redacted] ***’s complaint, we spoke with him on May 11, and updated his address to include his apartment numberThe initial refund check was canceled and a replacement check was issued [redacted] will receive this check within ten business daysWe have provided [redacted] our contact information should he have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that her account was closed when she filed a disputes claim with NetSpendShe wants a refund check for her remaining funds in her debit and savings accountsOur Risk Management Team regularly monitors our card [redacted] ’s accounts in efforts to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to blocking Ms [redacted] ’s account on July 1, Ms [redacted] is no longer eligible for NetSpend servicesWe spoke with Ms [redacted] on August 4th and informed her that a check for the account and savings balance will be mailed to her on August 7thNetSpend regrets any inconvenience Ms [redacted] experienced with the review and closure of her accountWe have provided her with our contact information should she have any additional questions or concernsThank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim On October 7, 2016, Ms [redacted] contacted our Customer Service Department to report that she did not receive funds from an ATM transaction We immediately opened a dispute claim and began our investigationWe also informed Ms [redacted] of the investigation timeframe afforded under Regulation E On October 24, we determined that Ms [redacted] dispute claim was not eligible for a provisional credit, but we are continuing our efforts to investigate her claim The claim is scheduled to be finalized by the end of the day November The results of the investigation will be sent to Ms [redacted] in writing within business days of completing our investigation A member of our Corporate Response Team spoke with Ms [redacted] on October 31, to discuss her dispute claimWe completed our investigation and provided full reimbursement to her account for the ATM withdrawal The fees associated with the ATM withdrawal were also reimbursed 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] Ms [redacted] mentions the inconvenience that she’s experienced while trying to use our productShe’s requesting to have all of her funds returned to herThe USA Patriot Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a card accountWhen our cardholders open a card account, we will ask for their name, street address, date of birth, and other information that will allow us to reasonably identify them NetSpend is compliant with the laws concerning the prepaid debit card On December 10, our system prompted Ms [redacted] to send in documents to validate her account before activating her cardThis included her social security number, state issued photo ID, and proof of addressMs [redacted] was informed on December 12th that we were still in need of validating her street addressWe attempted to contact Ms [redacted] on December 23rd, but have not had the opportunity to speak with herWe sent her an e-mail, listing acceptable forms of documentation to approve her account NetSpend regrets any inconvenience that Ms [redacted] experienced while attempting to activate her cardShe has been provided with our direct contact information in case she has any further questions 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 refund check that has not been receivedOn May 23, 2016, Mr [redacted] s account was closed due to risk factors that were identified during our investigation of his previous dispute claimOn June 24, 2016, a refund check was mailed to Mr [redacted] s address on fileHe will receive his check within ten business daysWe reached out to Mr [redacted] on June 28, but unfortunately, we have not had the opportunity to speak with himWe provided information regarding his refund check by emailWe also informed him a second check for the $check processing fee will be mailed to his address on fileHe will receive his checks within ten business days from their mailing datesWe 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
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 me Regards, [redacted] [redacted]
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning the funds on his account We are required by the USA PATRIOT Act to obtain, verify, and record information that identifies each person who opens a card account with us When our cardholders open a card account or add a secondary cardholder, we ask for their name, physical street address, date of birth, and other information that will allow us to reasonably identify themThe requirement to obtain this information is presented on the card packaging prior to purchase and within the terms and conditions that are provided with the cardOn September 23, 2016, Mr [redacted] attempted to activate his new NetSpend card, but his identity information could not be automatically verified We requested him to provide copies of his identification documents to verify his identity manually In response to his communication, we attempted to reach out to Mr [redacted] on October 5, but unfortunately, we were unable to speak with himThe remaining balance on Mr [redacted] account will be mailed to the address we have on file He should receive the refund check within business daysWe 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, May 26, 2015To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] Ms [redacted] states that her card was blocked due to a negative balance left on an old account She wants her money back because she does not know about the old account On May 26, 2015, we contact Ms [redacted] about her recent card We explained that the other account matched her information and was left with a negative balance for more than days She told us that she had no knowledge of the older account We resolved her issue and a check will be mailed to her on May 29th She is no longer eligible for NetSpend Services If Ms [redacted] has any additional questions or concerns, she can contact us at [redacted] 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 block that took place on her new card that was caused by a previous negative balance She’s requesting for the block to be removed so that she can access her account On October 12, 2015, Ms [redacted] attempted to activate her prepaid debit card, but our system recognized that her information was associated with a previous account that had a negative balanceOur system automatically blocked her new account as a result She informed us that she was willing to pay the outstanding amountMs [redacted] ’ deposit posted to her new account on October 16th, and the outstanding negative balance was recovered The block was removed from her new account, and Ms [redacted] was able to fully activate her card NetSpend regrets the inconvenience that Ms [redacted] experienced while activating her new 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