Wednesday, February 17, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] [redacted] concerning unauthorized bill pay transactions on her NetSpend accountShe’s requesting to have the funds returned to her account On February 17, 2016, we spoke with Ms [redacted] and addressed her concerns She informed us that someone stole her laptop computer and used her login to set up a recurring payment deducted from her account We assisted her with stopping the payment schedule going forward and a case has been started to dispute the last payment deducted from Ms [redacted] ’s account Since she had other sensitive information stored in her laptop, we recommended that she contact the Federal Trade Commission to report identity theft at [redacted] or visit the website, [redacted] The FTC will provide a walk-through on how to report ID theft to credit bureaus, FTC, police, and affected financial institutions NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of having her computer stolenWe 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 Tell us why here
To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that she contacted the IRS and they do not know about her returned tax refundShe wants information on the returned fundsAs we stated in our last response, Ms***’ funds have been returned to the Internal Revenue ServiceWe gave her the lead number for the money sent back to themAt this time we have no other information to provide herThe funds are no longer with NetSpendMs [redacted] will have to contact the IRS for any updates in their processing of her returned refundThank 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 problems she experienced with transferring funds between her accounts She requests for her funds to be transferred and to address the poor customer service she received NetSpend regrets to hear of the problems [redacted] has experienced with our customer service, as well as the difficulty with a transfer between her accounts We will be sure to further research the service that she encountered as it is always our objective to take care of our cardholders’ interestsOn January 14th, 2016, [redacted] opened a new account due to her previous card being compromised [redacted] requested to transfer funds to her new account immediately, but additional security verification was required to allow the funds transfer [redacted] completed the security verification, but the block preventing the transfer was not removed in a timely manner We attempted to contact [redacted] on January 20th, 21st and 25th to address her concerns, however, we have not heard back from herAfter reviewing her account, we show that [redacted] was able to successfully transfer funds between her NetSpend accountsNetSpend regrets the inconvenience that [redacted] experienced while attempting to transfer money between her accounts 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
Tuesday, June 13, To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint # [redacted] to usWe attempted to reach Ms [redacted] by phone on June 8, and June 13, 2017, but unfortunately, were unable to speak with herOn June 8, 2017, we emailed her additional information regarding the Optional Overdraft Protection Program Her case has been assigned to a Corporate Customer Response Team Analyst, ***Should she contact our Customer Service Department, we have left notes on Ms [redacted] account for her to be connected with [redacted] to further assist her with this matter Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern.Thank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her pending direct deposit On November 16, 2016, we received notice of a deposit under a name that was not listed on Ms [redacted] ’s account, with a settlement date of As a result, a hold was placed on the deposit and a temporary restriction was added onto the account.That same day, Ms [redacted] contacted our Customer Service Department and explained that the name on the deposit was her new legal nameTo prevent the deposit from being returned on November 17, at 5pm CST, we asked her to provide documentation validating her name change Ms [redacted] sent in documents on November 17, 2016but the documentation was not acceptable based on our guidelines The direct deposit was returned to the originator later that day at 5PM CST because we were unable to validate the name on the deposit Ms [redacted] received a second deposit under her new name, on November 30, and was asked to resubmit her documentsWe received her documentation and processed the name changeWe were able approve the direct deposit and Ms [redacted] was able to access the funds In response to her communication, a member of our Corporate Response Team spoke with Ms [redacted] on November 30, and addressed her concerns As a courtesy, we issued a credit to her account due to the inconvenience 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
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, as the card has been activated However, I will never purchase another PayPal Prepaid card again and will certainly tell all my acquaintances about my negative experience Regards, [redacted]
To Whom It May Concern: We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning his blocked card account We appreciate Mr [redacted] additional comments about his experience of attempting to unblock his card with our Customer Service Agents A member of our Corporate Response Team spoke with Mr [redacted] on December 29, and he explained the cost he incurred due to the blocking of his card and purchasing a new card As a courtesy, we refunded Mr [redacted] for these cost and he will receive the check within ten business days We apologize for the service that Mr [redacted] experienced with our Customer Service Department We 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 concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Tuesday, January 17, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her Card Account closure and dispute claim On December 15, 2016, Ms [redacted] disputed two unauthorized transactions through the online account center We immediately blocked her Card Account to prevent any further unauthorized and ordered her a replacement We opened dispute claim number [redacted] and began our investigation We also informed Ms [redacted] of the timeframe afforded under Regulation E We concluded our investigation on Ms [redacted] dispute claim [redacted] on December 29, and no credit was issued because we did not find that an error occurred We have reason to believe that the transactions were authorized and that Ms [redacted] benefited from the transactionsThe dispute investigation documents outlining the reason for the claim decision were emailed and mailed to Ms [redacted] on January 9, Ms [redacted] closed her account on January 13, 2017, with a zero balance We apologize for the service that Ms [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with.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, January 6, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the money transferred from his new account to cover a previous negative balance He is requesting access to the funds he recently loaded.We spoke with Mr [redacted] on January 6th to address his concernsWe explained the transaction history on his old account that led to the negative balanceWe also informed him of the charge off process that caused us to use the funds from his new account to recover the previous negative balance.We regret the inconvenience that Mr [redacted] experienced when trying to use his card againHe has our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, February 26, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a card offer that was sent to his granddaughter who is a minorHe’s requesting for NetSpend to remove his granddaughter from our mailing list NetSpend works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit cardWe mail those consumers card offersThe card offer is not active and the card cannot be used unless activatedOur activation verifies the identity of each potential cardholder as a part of our Customer Information ProgramThis ensures that the card can only be used by the intended recipientDuring the offer activation, we collect social security number and date of birth to verify identity onlyThere is no credit check involved because our Prepaid Debit Card is not a credit cardThe primary cardholder must be at least years of age On February 26, 2016, I spoke with Mr [redacted] to address his full concernsAt his request, we cancelled the card offer and removed his granddaughter’s information from our systems to prevent future card offers from being sent to herAdditionally, we have submitted a request to our Marketing Department in order to obtain detailed information on how his granddaughter’s name and address were obtained We regret any inconvenience that Mr [redacted] and his granddaughter experienced as a result of this card offerHe 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
Tuesday, December 19, To Whom It May Concern: Thank you for forwarding Ms [redacted] ’ complaint [redacted] to usWhen investigating dispute claims reported by our cardholders, we adhere to the processes as defined in both Regulation E and in NetSpend cardholder agreements that customers receive when opening an accountWe’ve reviewed Ms [redacted] dispute claim and we’ve determined that her claim is being handled correctlyAs you requested, we addressed this matter directly with Ms [redacted] on December 15, by way of telephoneWe informed Ms [redacted] by email of 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 Specialist Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by ***- [redacted] Mr [redacted] states that his account was closed when he filed a disputes claim with NetSpendHe wants a refund for the disputed items and to have his name cleared so he can open another prepaid card with NetSpendOur Risk Management Team regularly monitors our cardholder’s accounts in efforts to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the blocking of Mr [redacted] ’s account on July 8, Mr [redacted] is no longer eligible for NetSpend services as a result of the risk factorsHis disputes claim was closed with no error found the transactions disputedWe’ve mailed Mr [redacted] a disputes claim closure letter for his referenceA check for the remaining funds on his account was mailed on July 17thOn August 17th, we mailed Mr [redacted] a letter explaining the determining factors for the decision on his closed disputes claimNetSpend regrets any inconvenience that Mr [redacted] experienced as a result of his claim decision and 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
Tuesday, July 19, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the closure of her accountOn February 22, 2016, Ms [redacted] contacted us regarding an address change made on her account She advised that she never requested the change, and that her brother may have updated it We immediately blocked Ms***’s account and notified our Risk Management Team On February 26, we submitted Ms***’s tax refund information to the IRS for review Our Risk Management Team also closed Ms***’s account because they identified risk factors associated with her activity/informationThese risk factors are not shared with consumers for security reasons and Ms [redacted] is no longer eligible for products managed by NetSpend.On March 24, the IRS completed their review of Ms***’s tax refund and requested the funds to be returned to them We electronically returned Ms***’s tax refund back to the IRS and received IRS Lead number [redacted] to reference the review of her funds.A member of our Corporate Response Team reached out to Ms [redacted] on July to address her concerns regarding the account closureWe advised that her funds are no longer with NetSpend and provided the IRS Lead numberWe have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.On September 7, 2016, Ms [redacted] contacted us dispute a transaction that posted to her account by COMCAST, for services she paid for but did not receiveWe opened a dispute claim and promptly began our investigation We also informed Ms [redacted] of the investigation timeframe afforded under Regulation E On September 21, we determined that Ms [redacted] ’ dispute claim was not eligible for provisional credit, but we are continuing our efforts to investigate the claimA member of our Corporate Response Team spoke with Ms [redacted] on October 25, regarding her claim and the dispute processWe advised Ms [redacted] that her claim is scheduled to be finalized by end of the day on November The results of the investigation will be sent to Ms [redacted] in writing within business days of completing our investigationWe have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because:I did email Mr [redacted] on April 14th, however we never actually "spoke" as he claims in his responseAs I explained to him, (which he continues to deny/ignore) is that when I purchased my Elite Card at the Ace Cash Express, I WAS offered the $Fee Advantage Plan, and I DID tell the associate that that was the account I would like to openI set up my direct deposit as required and was told by her that I would be charged $per month, and there would be no fee per transactionI did not start to closely monitor my account until I realized that my balance was decreasing faster than expected, (based on the amount of my purchases)Mr [redacted] states in his message that I "did not choose a fee plan" and that my account defaulted to a Pay As You Go PlanHe was not there with the associate at Ace that day, therefore has no idea what was said between the associate and myselfI told him his employee either made an error by signing me up for the wrong account type, OR misinformed me about the type of account I was receivingEither way, I told Mr [redacted] that I felt Netspend should take the responsibility for the actions or misrepresentations of their employeeContrary to his statement that I did not contact Netspend to change my account type, I DIDFirst I went in to the location where I purchased the card, but I spoke to a different young ladyShe informed me that she did not have authorization to change my account type from her location..(whether that was true or not I don't know)But I was given a phone number and told to call customer serviceI also utilized the email service on their customer account website, and had correspondence with AT LEAST two different representatives about my experience at the store, and about the fees I was chargedIt wasn't until earlier this year that I was FINALLY able to get someone to switch my account typeAt that time I again requested a refund of SOME of the fees, as I was frustrated about being misinformed (and in my opinion given the runaround) but was told they would not be refunding any fees If Mr [redacted] could see my online activity, and that I "logged in frequently", why can't he see the email correspondence between me and the online representatives? Further, at NO TIME by ANY associate was I ever told I could change my account type on the websiteHow should I have known that? Mr [redacted] did apologize for any "misunderstanding" but refused to take responsibility beyond thatBy stating that I changed my account type, I feel he is insinuating that I changed it myself on their website which is not the caseMy account type was changed by a Netspend representative after one of my emails in early In closing, I would like to say that Mr [redacted] did offer me a $credit to my accountHe made sure to clarify that the credit was a courtesy extended for my inconvenience and NOT an admission of fault or guilt on the part of NetspendI told Mr [redacted] That I DID NOT want the $credit, and that in fact I was insulted by his measly offeringThe fact that he sent it ANYWAY says TO ME: I want to be able to notify the Revdex.com that I did offer you a refund and our company did everything possible to satisfy the complaintSo ridiculous.I was actually not going to say anything further to the Revdex.com about Netspend until I read MrRudd's response to you on 4/His statement is full of untruths and assumptionsBy stating I never asked for the Fee Advantage Plan, and that I never attempted to contact his company, he is calling me a liar! I do consider the matter resolved however, as I have made my complaint, Mr [redacted] has offered a refund and I have declined that refundWhen the check arrives (if it arrives) I will be sending it backThere is nothing I want other than to warn people about this predatory company Regards, [redacted]
Friday, May 19, 2017To Whom It May Concern:Thank you for forwarding Mr [redacted] additional comments on complaint # [redacted] to usWe attempted to contact Mr [redacted] by phone on May and Unfortunately, we were unable to speak with him concerning his ongoing dispute claim We emailed him again to provide further insight about the dispute process and advise that an update will be available on May Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
Tuesday, March 27, To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint # [redacted] 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 account We have re-reviewed Ms [redacted] dispute claim and we’ve determined that her claim was handled correctly.We attempted to reach Ms [redacted] on March 23, and 27, 2018, by telephone, but were unable to speak with herWe emailed Ms [redacted] a letter on March 27, outlining our actions taken on her dispute claims Ms [redacted] case has been assigned to Corporate Response Team Analyst, *** Should Ms [redacted] contact our Customer Service Department, we have left notes on her account for her to be connected with [redacted] to further assist her with this matter Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
Friday, July 29, To Whom It May Concern:We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her dispute claimWe appreciate Ms [redacted] ’s additional commentsOn July 21, we concluded our investigation and issued full reimbursement for the unauthorized transaction back to Ms [redacted] ’s accountWe also credited her account for the $overdraft fee cause by the unauthorized transactionWe attempted to reach Ms [redacted] again on July 29, but unfortunately, we have not had the opportunity to speak with herIn an email sent to her, we suggested that she view the transaction history online or contact our Customer Service Department to request statement historyOur records reflect both the credits posted to her account on July 21, one for the disputed transaction and other for the overdraft feeMs [redacted] has been provided 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 his refund check that he has not received from his closed accountHe’s requesting for his check to be sent to a different addressIn an effort to protect NetSpend cardholders, our Risk Management Department regularly monitors their accounts to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the blocking of Mr [redacted] ’ accounts on October 5, The factors that lead to the account closure are kept internal for security reasonsThe remaining funds on Mr [redacted] ’ account were under review by our Risk Management Team, and on October 29th a check was mailed to his address on file On November 11th, we reached out to Mr [redacted] by telephone and email to address his concerns regarding his refund check being sent to his updated addressUnfortunately we have not had the opportunity to speak with him, but will assist with his concerns when he returns our call NetSpend regrets the 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 concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: Thank you for forwarding Mr [redacted] ’s complaint to usWe were unable to locate his account or research the complaint using the information providedWe attempted to reach Mr [redacted] by phone and email on October but unfortunately, were unable to speak with Mr [redacted] His case has been assigned to a Corporate Customer Response Team Analyst, [redacted] [redacted] will attempt to reach Mr [redacted] again on November 3, Thank 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
Wednesday, February 17, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] [redacted] concerning unauthorized bill pay transactions on her NetSpend accountShe’s requesting to have the funds returned to her account On February 17, 2016, we spoke with Ms [redacted] and addressed her concerns She informed us that someone stole her laptop computer and used her login to set up a recurring payment deducted from her account We assisted her with stopping the payment schedule going forward and a case has been started to dispute the last payment deducted from Ms [redacted] ’s account Since she had other sensitive information stored in her laptop, we recommended that she contact the Federal Trade Commission to report identity theft at [redacted] or visit the website, [redacted] The FTC will provide a walk-through on how to report ID theft to credit bureaus, FTC, police, and affected financial institutions NetSpend regrets the inconvenience that Ms [redacted] experienced as a result of having her computer stolenWe 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 Tell us why here
To Whom It May Concern:We received a rebuttal complaint # [redacted] filed with your office by [redacted] ***Ms [redacted] states that she contacted the IRS and they do not know about her returned tax refundShe wants information on the returned fundsAs we stated in our last response, Ms***’ funds have been returned to the Internal Revenue ServiceWe gave her the lead number for the money sent back to themAt this time we have no other information to provide herThe funds are no longer with NetSpendMs [redacted] will have to contact the IRS for any updates in their processing of her returned refundThank 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 problems she experienced with transferring funds between her accounts She requests for her funds to be transferred and to address the poor customer service she received NetSpend regrets to hear of the problems [redacted] has experienced with our customer service, as well as the difficulty with a transfer between her accounts We will be sure to further research the service that she encountered as it is always our objective to take care of our cardholders’ interestsOn January 14th, 2016, [redacted] opened a new account due to her previous card being compromised [redacted] requested to transfer funds to her new account immediately, but additional security verification was required to allow the funds transfer [redacted] completed the security verification, but the block preventing the transfer was not removed in a timely manner We attempted to contact [redacted] on January 20th, 21st and 25th to address her concerns, however, we have not heard back from herAfter reviewing her account, we show that [redacted] was able to successfully transfer funds between her NetSpend accountsNetSpend regrets the inconvenience that [redacted] experienced while attempting to transfer money between her accounts 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
Tuesday, June 13, To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint # [redacted] to usWe attempted to reach Ms [redacted] by phone on June 8, and June 13, 2017, but unfortunately, were unable to speak with herOn June 8, 2017, we emailed her additional information regarding the Optional Overdraft Protection Program Her case has been assigned to a Corporate Customer Response Team Analyst, ***Should she contact our Customer Service Department, we have left notes on Ms [redacted] account for her to be connected with [redacted] to further assist her with this matter Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concern.Thank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning her pending direct deposit On November 16, 2016, we received notice of a deposit under a name that was not listed on Ms [redacted] ’s account, with a settlement date of As a result, a hold was placed on the deposit and a temporary restriction was added onto the account.That same day, Ms [redacted] contacted our Customer Service Department and explained that the name on the deposit was her new legal nameTo prevent the deposit from being returned on November 17, at 5pm CST, we asked her to provide documentation validating her name change Ms [redacted] sent in documents on November 17, 2016but the documentation was not acceptable based on our guidelines The direct deposit was returned to the originator later that day at 5PM CST because we were unable to validate the name on the deposit Ms [redacted] received a second deposit under her new name, on November 30, and was asked to resubmit her documentsWe received her documentation and processed the name changeWe were able approve the direct deposit and Ms [redacted] was able to access the funds In response to her communication, a member of our Corporate Response Team spoke with Ms [redacted] on November 30, and addressed her concerns As a courtesy, we issued a credit to her account due to the inconvenience 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
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, as the card has been activated However, I will never purchase another PayPal Prepaid card again and will certainly tell all my acquaintances about my negative experience Regards, [redacted]
To Whom It May Concern: We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning his blocked card account We appreciate Mr [redacted] additional comments about his experience of attempting to unblock his card with our Customer Service Agents A member of our Corporate Response Team spoke with Mr [redacted] on December 29, and he explained the cost he incurred due to the blocking of his card and purchasing a new card As a courtesy, we refunded Mr [redacted] for these cost and he will receive the check within ten business days We apologize for the service that Mr [redacted] experienced with our Customer Service Department We 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 concerns Thank you, [redacted] Corporate Customer Response Team NetSpend A TSYS Company
Tuesday, January 17, 2017To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her Card Account closure and dispute claim On December 15, 2016, Ms [redacted] disputed two unauthorized transactions through the online account center We immediately blocked her Card Account to prevent any further unauthorized and ordered her a replacement We opened dispute claim number [redacted] and began our investigation We also informed Ms [redacted] of the timeframe afforded under Regulation E We concluded our investigation on Ms [redacted] dispute claim [redacted] on December 29, and no credit was issued because we did not find that an error occurred We have reason to believe that the transactions were authorized and that Ms [redacted] benefited from the transactionsThe dispute investigation documents outlining the reason for the claim decision were emailed and mailed to Ms [redacted] on January 9, Ms [redacted] closed her account on January 13, 2017, with a zero balance We apologize for the service that Ms [redacted] experienced with our Customer Service Department We have reported this incident to the management staff of the customer service agents she spoke with.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, January 6, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the money transferred from his new account to cover a previous negative balance He is requesting access to the funds he recently loaded.We spoke with Mr [redacted] on January 6th to address his concernsWe explained the transaction history on his old account that led to the negative balanceWe also informed him of the charge off process that caused us to use the funds from his new account to recover the previous negative balance.We regret the inconvenience that Mr [redacted] experienced when trying to use his card againHe has our contact information should he have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
Friday, February 26, To Whom It May Concern: We received complaint # [redacted] filed with your office by [redacted] concerning a card offer that was sent to his granddaughter who is a minorHe’s requesting for NetSpend to remove his granddaughter from our mailing list NetSpend works with third party marketing partners that provide us with information for consumers who may need a service like our prepaid debit cardWe mail those consumers card offersThe card offer is not active and the card cannot be used unless activatedOur activation verifies the identity of each potential cardholder as a part of our Customer Information ProgramThis ensures that the card can only be used by the intended recipientDuring the offer activation, we collect social security number and date of birth to verify identity onlyThere is no credit check involved because our Prepaid Debit Card is not a credit cardThe primary cardholder must be at least years of age On February 26, 2016, I spoke with Mr [redacted] to address his full concernsAt his request, we cancelled the card offer and removed his granddaughter’s information from our systems to prevent future card offers from being sent to herAdditionally, we have submitted a request to our Marketing Department in order to obtain detailed information on how his granddaughter’s name and address were obtained We regret any inconvenience that Mr [redacted] and his granddaughter experienced as a result of this card offerHe 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
Tuesday, December 19, To Whom It May Concern: Thank you for forwarding Ms [redacted] ’ complaint [redacted] to usWhen investigating dispute claims reported by our cardholders, we adhere to the processes as defined in both Regulation E and in NetSpend cardholder agreements that customers receive when opening an accountWe’ve reviewed Ms [redacted] dispute claim and we’ve determined that her claim is being handled correctlyAs you requested, we addressed this matter directly with Ms [redacted] on December 15, by way of telephoneWe informed Ms [redacted] by email of 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 Specialist Netspend, a TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by ***- [redacted] Mr [redacted] states that his account was closed when he filed a disputes claim with NetSpendHe wants a refund for the disputed items and to have his name cleared so he can open another prepaid card with NetSpendOur Risk Management Team regularly monitors our cardholder’s accounts in efforts to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the blocking of Mr [redacted] ’s account on July 8, Mr [redacted] is no longer eligible for NetSpend services as a result of the risk factorsHis disputes claim was closed with no error found the transactions disputedWe’ve mailed Mr [redacted] a disputes claim closure letter for his referenceA check for the remaining funds on his account was mailed on July 17thOn August 17th, we mailed Mr [redacted] a letter explaining the determining factors for the decision on his closed disputes claimNetSpend regrets any inconvenience that Mr [redacted] experienced as a result of his claim decision and 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
Tuesday, July 19, 2016To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning the closure of her accountOn February 22, 2016, Ms [redacted] contacted us regarding an address change made on her account She advised that she never requested the change, and that her brother may have updated it We immediately blocked Ms***’s account and notified our Risk Management Team On February 26, we submitted Ms***’s tax refund information to the IRS for review Our Risk Management Team also closed Ms***’s account because they identified risk factors associated with her activity/informationThese risk factors are not shared with consumers for security reasons and Ms [redacted] is no longer eligible for products managed by NetSpend.On March 24, the IRS completed their review of Ms***’s tax refund and requested the funds to be returned to them We electronically returned Ms***’s tax refund back to the IRS and received IRS Lead number [redacted] to reference the review of her funds.A member of our Corporate Response Team reached out to Ms [redacted] on July to address her concerns regarding the account closureWe advised that her funds are no longer with NetSpend and provided the IRS Lead numberWe have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern:We received complaint # [redacted] filed with your office by [redacted] concerning her dispute claim.On September 7, 2016, Ms [redacted] contacted us dispute a transaction that posted to her account by COMCAST, for services she paid for but did not receiveWe opened a dispute claim and promptly began our investigation We also informed Ms [redacted] of the investigation timeframe afforded under Regulation E On September 21, we determined that Ms [redacted] ’ dispute claim was not eligible for provisional credit, but we are continuing our efforts to investigate the claimA member of our Corporate Response Team spoke with Ms [redacted] on October 25, regarding her claim and the dispute processWe advised Ms [redacted] that her claim is scheduled to be finalized by end of the day on November The results of the investigation will be sent to Ms [redacted] in writing within business days of completing our investigationWe have provided Ms [redacted] with our contact information should she have any additional questions or concerns Thank you, [redacted] ***Corporate Customer Response TeamNetSpend A TSYS Company
Complaint: [redacted] I am rejecting this response because:I did email Mr [redacted] on April 14th, however we never actually "spoke" as he claims in his responseAs I explained to him, (which he continues to deny/ignore) is that when I purchased my Elite Card at the Ace Cash Express, I WAS offered the $Fee Advantage Plan, and I DID tell the associate that that was the account I would like to openI set up my direct deposit as required and was told by her that I would be charged $per month, and there would be no fee per transactionI did not start to closely monitor my account until I realized that my balance was decreasing faster than expected, (based on the amount of my purchases)Mr [redacted] states in his message that I "did not choose a fee plan" and that my account defaulted to a Pay As You Go PlanHe was not there with the associate at Ace that day, therefore has no idea what was said between the associate and myselfI told him his employee either made an error by signing me up for the wrong account type, OR misinformed me about the type of account I was receivingEither way, I told Mr [redacted] that I felt Netspend should take the responsibility for the actions or misrepresentations of their employeeContrary to his statement that I did not contact Netspend to change my account type, I DIDFirst I went in to the location where I purchased the card, but I spoke to a different young ladyShe informed me that she did not have authorization to change my account type from her location..(whether that was true or not I don't know)But I was given a phone number and told to call customer serviceI also utilized the email service on their customer account website, and had correspondence with AT LEAST two different representatives about my experience at the store, and about the fees I was chargedIt wasn't until earlier this year that I was FINALLY able to get someone to switch my account typeAt that time I again requested a refund of SOME of the fees, as I was frustrated about being misinformed (and in my opinion given the runaround) but was told they would not be refunding any fees If Mr [redacted] could see my online activity, and that I "logged in frequently", why can't he see the email correspondence between me and the online representatives? Further, at NO TIME by ANY associate was I ever told I could change my account type on the websiteHow should I have known that? Mr [redacted] did apologize for any "misunderstanding" but refused to take responsibility beyond thatBy stating that I changed my account type, I feel he is insinuating that I changed it myself on their website which is not the caseMy account type was changed by a Netspend representative after one of my emails in early In closing, I would like to say that Mr [redacted] did offer me a $credit to my accountHe made sure to clarify that the credit was a courtesy extended for my inconvenience and NOT an admission of fault or guilt on the part of NetspendI told Mr [redacted] That I DID NOT want the $credit, and that in fact I was insulted by his measly offeringThe fact that he sent it ANYWAY says TO ME: I want to be able to notify the Revdex.com that I did offer you a refund and our company did everything possible to satisfy the complaintSo ridiculous.I was actually not going to say anything further to the Revdex.com about Netspend until I read MrRudd's response to you on 4/His statement is full of untruths and assumptionsBy stating I never asked for the Fee Advantage Plan, and that I never attempted to contact his company, he is calling me a liar! I do consider the matter resolved however, as I have made my complaint, Mr [redacted] has offered a refund and I have declined that refundWhen the check arrives (if it arrives) I will be sending it backThere is nothing I want other than to warn people about this predatory company Regards, [redacted]
Friday, May 19, 2017To Whom It May Concern:Thank you for forwarding Mr [redacted] additional comments on complaint # [redacted] to usWe attempted to contact Mr [redacted] by phone on May and Unfortunately, we were unable to speak with him concerning his ongoing dispute claim We emailed him again to provide further insight about the dispute process and advise that an update will be available on May Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
Tuesday, March 27, To Whom It May Concern: Thank you for forwarding Ms [redacted] complaint # [redacted] 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 account We have re-reviewed Ms [redacted] dispute claim and we’ve determined that her claim was handled correctly.We attempted to reach Ms [redacted] on March 23, and 27, 2018, by telephone, but were unable to speak with herWe emailed Ms [redacted] a letter on March 27, outlining our actions taken on her dispute claims Ms [redacted] case has been assigned to Corporate Response Team Analyst, *** Should Ms [redacted] contact our Customer Service Department, we have left notes on her account for her to be connected with [redacted] to further assist her with this matter Thank you for bringing this matter to our attention and giving us the opportunity to resolve our cardholder’s concernThank you, [redacted] Customer Experience Specialist Netspend, a TSYS Company
Friday, July 29, To Whom It May Concern:We received additional comments regarding complaint # [redacted] filed with your office by [redacted] concerning her dispute claimWe appreciate Ms [redacted] ’s additional commentsOn July 21, we concluded our investigation and issued full reimbursement for the unauthorized transaction back to Ms [redacted] ’s accountWe also credited her account for the $overdraft fee cause by the unauthorized transactionWe attempted to reach Ms [redacted] again on July 29, but unfortunately, we have not had the opportunity to speak with herIn an email sent to her, we suggested that she view the transaction history online or contact our Customer Service Department to request statement historyOur records reflect both the credits posted to her account on July 21, one for the disputed transaction and other for the overdraft feeMs [redacted] has been provided 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 his refund check that he has not received from his closed accountHe’s requesting for his check to be sent to a different addressIn an effort to protect NetSpend cardholders, our Risk Management Department regularly monitors their accounts to prevent compromising activity, or unacceptable account usageOur Risk Management Team identified risk factors that led to the blocking of Mr [redacted] ’ accounts on October 5, The factors that lead to the account closure are kept internal for security reasonsThe remaining funds on Mr [redacted] ’ account were under review by our Risk Management Team, and on October 29th a check was mailed to his address on file On November 11th, we reached out to Mr [redacted] by telephone and email to address his concerns regarding his refund check being sent to his updated addressUnfortunately we have not had the opportunity to speak with him, but will assist with his concerns when he returns our call NetSpend regrets the 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 concerns Thank you, [redacted] Corporate Customer Response TeamNetSpend A TSYS Company
To Whom It May Concern: Thank you for forwarding Mr [redacted] ’s complaint to usWe were unable to locate his account or research the complaint using the information providedWe attempted to reach Mr [redacted] by phone and email on October but unfortunately, were unable to speak with Mr [redacted] His case has been assigned to a Corporate Customer Response Team Analyst, [redacted] [redacted] will attempt to reach Mr [redacted] again on November 3, Thank 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